- Company Name
- La Conciergerie Solidaire
- Job Title
- Directeur·trice des Opérations – Hospitality et excellence opérationelle (H/F)
- Job Description
-
**Job title**: Director of Operations – Hospitality & Operational Excellence (M/F)
**Role Summary**: Lead end‑to‑end hospitality and concierge operations across multiple sites, ensuring premium guest experience, operational efficiency, and team development. Act as field‑level leader, orchestrating staffing, standards, training, and continuous improvement while managing client relationships and service delivery.
**Expactations**: Minimum 5 years of senior operations management in multi‑site environments, ideally within hospitality, premium guest services, or related sectors. Proven track record in leading blended teams, driving service standards, and managing performance metrics.
**Key Responsibilities**
- Recruit, onboard, develop, and retain front‑line and supervisory staff.
- Design and execute service‑delivery training programs (guest interaction, hospitality etiquette, service posture).
- Plan and optimize multi‑site staffing schedules, ensuring coverage, cost control, and service continuity.
- Oversee daily operations, maintain service standards, and ensure pristine environment upkeep.
- Monitor key performance indicators, analyze trends, and implement corrective actions to improve guest satisfaction.
- Serve as primary liaison for client contracts, addressing feedback, complaints, and reporting outcomes.
- Coordinate with vendors, suppliers, and partners to uphold service quality.
- Lead innovation initiatives to evolve offerings and enhance overall guest experience.
**Required Skills**
- Strong leadership and coaching ability.
- Deep knowledge of premium hospitality standards and codes.
- Expertise in multi‑site scheduling, resource allocation, and cost management.
- Ability to detect operational risks, respond swiftly, and resolve issues.
- Excellent communication, stakeholder engagement, and client‑service orientation.
- Proficiency in performance reporting tools and data‑driven decision making.
- Commitment to continuous improvement and change management.
**Required Education & Certifications**
- Bachelor’s degree in Hospitality Management, Business Administration, or related field.
- Recognized hospitality certification (e.g., Certified Hotel Manager, Certified Operations Executive) preferred.