Director of Operations

Confidential Hospitality / Wellness Retreat Opportunity

Location: Western North Carolina

Position Type: Full-Time, On-Site

Industry: Hospitality, Retreat Center, Wellness, Lodging, Food & Beverage, Guest Experience

Position Overview

A confidential hospitality and wellness-focused property in Western North Carolina is seeking a Director of Operations to lead day-to-day property operations, support department leaders, elevate the guest experience, and bring strong operational structure to a unique destination environment.

This is not a traditional desk-based leadership role. The ideal candidate is a visible, hands-on operator who enjoys being close to the team, the guests, and the daily rhythm of the property. This person should be comfortable walking the property, engaging directly with staff, identifying operational gaps, solving problems in real time, and helping department leaders execute consistently.

The property offers a mission-driven guest experience that includes lodging, food and beverage, wellness programming, retail, events, and retreat-style hospitality. The right leader will bring hospitality discipline, calm leadership, accountability, and warmth to an environment where service, culture, and operational execution must work together.

Key Responsibilities

Operational Leadership

• Oversee daily operations across lodging, guest services, housekeeping, food and beverage, retail, facilities, events, and related guest-facing departments.
• Maintain a strong physical presence throughout the property to observe operations, support team members, and ensure standards are being met.
• Partner with department leaders to improve communication, execution, scheduling, service standards, and accountability.
• Identify operational issues quickly and work collaboratively to resolve them before they impact the guest experience.
• Ensure that all departments are aligned around the property’s service expectations, guest needs, and business goals.
• Support both the strategic direction and the hands-on execution required in a smaller, high-touch hospitality environment.

Guest Experience

• Champion a warm, professional, and consistent guest experience across all touchpoints.
• Be available and visible during key guest arrival, departure, meal, event, and retreat periods.
• Respond to guest concerns with professionalism, urgency, and good judgment.
• Work with department leaders to improve service flow, communication, cleanliness, responsiveness, and overall guest satisfaction.
• Help create an environment where guests feel cared for, welcomed, and supported.

Team Leadership

• Lead, coach, and support managers and supervisors across multiple operating departments.
• Create clear expectations for performance, communication, follow-through, and service standards.
• Build trust with hourly team members by being present, approachable, and willing to understand the day-to-day realities of their work.
• Address performance concerns directly and constructively.
• Help develop stronger leadership habits within the management team.
• Foster a culture of accountability without creating unnecessary tension or bureaucracy.

Financial and Business Performance

• Support revenue, labor, expense, and profitability goals through disciplined daily management.
• Partner with leadership to evaluate staffing levels, scheduling, productivity, purchasing, inventory, and cost controls.
• Monitor operational performance and identify opportunities for improved efficiency.
• Help ensure that business decisions support both guest experience and financial sustainability.
• Assist with budgeting, forecasting, reporting, and performance analysis as needed.

Cross-Department Communication

• Improve communication between departments to reduce confusion, missed handoffs, and service breakdowns.
• Lead regular operational meetings that are practical, focused, and action-oriented.
• Ensure that managers understand priorities, deadlines, guest needs, and upcoming property demands.
• Help create systems and routines that allow the property to operate with more consistency.

Standards, Safety, and Compliance

• Ensure operational standards are maintained across cleanliness, safety, service, maintenance, and team conduct.
• Support compliance with company policies, employment practices, health and safety standards, and applicable regulations.
• Partner with appropriate leaders to address maintenance, facilities, and risk-management needs.
• Maintain a professional, organized, and safe environment for guests and staff.

Ideal Candidate Profile

The ideal candidate is a seasoned hospitality operator who is comfortable leading in a unique, mission-driven, high-touch environment. This person should bring strong operational judgment, emotional maturity, and a willingness to be involved in the day-to-day business.

Strong candidates may come from backgrounds such as:

• Boutique hotels
• Independent resorts
• Wellness resorts
• Retreat centers
• Conference centers
• Destination inns or lodges
• Full-service hotels
• Private clubs or member-focused hospitality environments
• Experiential hospitality properties

This role is best suited for someone who enjoys being visible, engaged, and close to the operation. The property needs a leader who can balance professionalism with approachability and who understands that leadership in this environment requires both strategy and presence.

Qualifications

• Proven leadership experience in hospitality operations, preferably in a hotel, resort, retreat center, club, or similar guest-focused environment.
• Experience overseeing multiple departments such as rooms, guest services, housekeeping, food and beverage, retail, events, or facilities.
• Strong understanding of guest experience, service standards, labor management, team leadership, and operational execution.
• Ability to lead managers and hourly teams with clarity, consistency, and respect.
• Comfortable working in a hands-on environment where flexibility and visibility are essential.
• Strong communication, problem-solving, organizational, and follow-through skills.
• Financial acumen related to labor, revenue, expenses, inventory, purchasing, and operational performance.
• Ability to work a flexible schedule based on business needs, including some evenings, weekends, holidays, and peak guest periods.
• Experience in wellness, retreat, lifestyle, luxury, or experiential hospitality is helpful, but not required.
• A genuine appreciation for mission-driven hospitality, guest care, and team culture.

Leadership Style Needed

The successful candidate will be:

• Hands-on without micromanaging
• Professional without being corporate or distant
• Calm under pressure
• Comfortable with ambiguity
• Strong enough to hold people accountable
• Approachable enough to build trust
• Operationally disciplined
• Guest-focused
• Team-oriented
• Willing to lead by example

Compensation

Compensation is competitive and will be based on experience. Additional details will be discussed with qualified candidates.

About the Opportunity

This is an opportunity to join a distinctive hospitality property in Western North Carolina during an important stage of operational development. The organization is seeking a leader who can bring structure, consistency, and hands-on operational support while respecting the property’s unique culture and guest experience.

Qualified candidates should be prepared to discuss their experience leading daily operations, supporting department heads, improving guest satisfaction, building team accountability, and staying actively engaged with the business beyond the office.