Director of Operations

The DOO will lead and ensure the delivery of the brand experience through operational processes across pre-opening, opening and stabilized property phases. You serve as the gate keeper and brand champion for new hotel openings and conversions; delivering launch readiness, guest-focused operations, clear financial targets for the operational teams, and a high-performing, brand-aligned team culture as a core value of what we do at Earth hotels.

The role of the DOO is to elevate the guest deliver through methodic yet empowering approach to hospitality. Creating memorable experiences while maximizing hotel efficiencies is the name of the game for our Citizens. DOO is charged to mentor property leadership, embed service philosophies, protect design intent, and drive consistent brand standards.

What on Earth Will You Do?

• Review, define, improve brand standards, SOPs and service philosophies with Brand, Design and Commercial teams.
• Create operational playbooks and KPIs for Rooms, F&B, Engineering, Front Office, Housekeeping, Sales & Events that translate brand intent into daily practice.
• Serve as sounding board for operational issues and steward brand standards during openings and early operations.
• Leverage data analytics for sound commercial decision making.
• Ongoing and frequent strategic meetings on business practices with Managing Partner/COO
• Own end-to-end operational opening program: timelines, milestone trackers, RACI, and handover checklists tied to construction, FF&E, and commissioning.
• Ensure teams delivery of core operational items: equipment & small-wares lists, kitchen commissioning protocols, POS/PMS integrations, inventory & procurement plans, safety and compliance documentation.
• Part of the recruitment and staffing for opening teams; manage onboarding, role readiness and pre-opening training cadence.
• Plan and execute mock services, soft openings and final readiness assessments; make go/no-go recommendations to Managing Partner and stakeholders.
• Manage relationship with local project managers and authorities to secure licenses, health permits and final approvals.
• Part of the executive operations committee that sets out annual hotel goals
• Structure QBRs and key hotel review milestones based on strategic departmental KPIs set out with finance, revenue, sales , marketing and others
• Lead monthly reviews with hotel GM, S&M, along with Managing Partner and CEO
• Ensure hotel level budgets monitored and achieved, for openings and transition to stabilized P&L oversight;
• Manage the effective hotel production of forecasts, variance analysis and corrective plans.
• Implement quality assurance (audits, mystery shop, KPI dashboards), operational controls and continuous improvement processes.
• Support the recruitment, onboarding and developed of opening teams and property leadership with a focus on culture fit, operational capability and creating memories-first mindset.
• Build culture programs and rituals (huddles, recognition, feedback loops, career frameworks) that drive engagement, accountability and retention.
• Deliver structured training programs (manager bootcamps, technical skills, SOP certification) and verify competency via assessments.
• Partner with HR on local compliance, policies, payroll setup and employee relations during pre-opening and transition.
• Act as the primary operations liaison to Development, Design, Procurement, F&B Concept, Revenue Management, Marketing and Finance.
• Lead cross-functional workshops to convert design and concept intent into executable operating procedures and operational budgets.
• Represent operations in steering committees, owner calls and investor readiness reviews; communicate risks, mitigation and timelines.
• Monitor system requirements and lead implementation/validation of PMS, POS, CRS, HRIS , EMS and inventory systems; ensure integrations and data readiness.
• Manage vendor relationships (brand level only), SLAs and contract deliverables for outsourced services (laundry, security, third‑party F&B, etc.) that can serve hotels more effectively
• Establish guest recovery protocols and operationalize CRM feedback loops; ensure service failure root-cause actions are implemented.
• Monitor opening-period reviews and sentiment; implement rapid response plans to protect brand reputation.
• Provide structured post-opening supervision: scheduled site visits, operational audits, financial reviews and tactical improvement plans.
• Validate SOP adoption and transition readiness for local leadership to sustain brand standards long-term.
• QBR’s in person with executive committee led and organized
• Pre-opening readiness pack and go/no-go checklist for each opening
• Operational playbooks, SOPs and training manuals (HR support)
• Opening financial model, budgets and P&L forecasts (finance support)
• Tech stack integration, and going live process ( e-commerce/systems support)
• Post-opening stabilization reports and corrective action plans
• Perform additional duties as assigned by management.
• Ensure adherence to company policies, code of ethics and accounting standards.