Director of Operations

Pacific Hospitality Group (PHG) is a family-focused hospitality company that emphasizes long-term value creation, sustainable growth, and enriching people’s lives through memorable experiences. As an owner/operator, PHG takes pride in its unique approach that balances the interests of investors and team members. The company commits to growth not just financially but also within its team, fostering a culture that honors integrity, compliance, humility, respect, and fulfillment alongside principled entrepreneurship and customer focus. This dedication is reflected in its diverse portfolio and its community engagement efforts, which align with their vision to honor God in all they do.

Pacific Hospitality Group is currently seeking a passionate and service-oriented Director of Operations to join their esteemed team. This role is an essential leadership position within the Denū Hotel & Spa, one of PHG’s signature properties. The Director of Operations acts as the General Manager’s key business partner and is responsible for leading day-to-day hotel operations in several departments including Front Office, Housekeeping, Spa, Engineering, Security, and IT. The position emphasizes delivering exceptional guest experiences, ensuring staff are engaged and empowered, and driving strong financial performance.

The Director of Operations is a hands-on, highly visible leader who builds and motivates high-performing teams, leverages data and technology to inform decisions, and champions the company’s culture and guest-centric values. This role is integral to maintaining the resort’s reputation for quality and excellence through adherence to service and safety standards and overseeing compliance with regulatory requirements in health, safety, labor, and more.

Key responsibilities include partnering with the General Manager to translate the resort’s vision and financial targets into actionable operational plans. The director provides leadership and direction to multiple departments, ensuring smooth and efficient operations. They play a central role in fostering a culture of personalized service that aligns with The Meritage brand, and they actively engage in guest feedback monitoring to continuously improve satisfaction and reputation scores.

This role also encompasses people leadership, culture cultivation, and talent development. The Director of Operations coaches and develops department heads and managers to promote accountability, recognition, and engagement amongst teams. They oversee recruitment and onboarding to align staffing with financial and service goals, collaborate with HR on employee relations matters, and model inclusive leadership to ensure a safe and equitable workplace.

Financial stewardship is another critical element of the role, with the Director co-owning the creation and management of budgets and financial forecasts. They optimize labor and expenses with data-driven strategies, analyze financial and KPI reports to identify opportunities for profitability improvement, and ensure rigorous cost controls and inventory management.

Operational excellence, quality assurance, and compliance are sustained through maintaining standards in housekeeping, maintenance, safety, and emergency response. The Director of Operations also leads innovation initiatives focused on technology and process enhancements to boost operational efficiencies and guest satisfaction. Collaboration across departments such as Sales, Marketing, and Revenue Management is essential to align operations with commercial strategies and maximize business opportunities.

The ideal candidate holds a bachelor’s degree or equivalent in hospitality or business fields, with 5 to 7 years of progressive leadership experience in upscale, full-service hotel environments, especially with multi-department oversight. Exceptional leadership, financial acumen, and a proven track record in guest satisfaction and team performance are vital. Proficiency with hotel management systems and data analytics tools complements the skill set required to excel in this dynamic role.

Working at PHG offers competitive pay, a comprehensive benefits package, employee discounts, growth opportunities within the Meritage Collection, and an inclusive, supportive environment nestled in the heart of Napa Valley. The company celebrates diversity and is an equal opportunity employer dedicated to fair and respectful treatment of all team members throughout their employment journey.