DIRECTOR - HOSPITALITY OPERATIONS & SERVICE DESIGN

The Director of Hospitality Operations & Service Design is responsible for defining and executing the operational service strategies that drive brand consistency, efficiency, and guest satisfaction across the company’s global portfolio. This role ensures that every aspect of the service design and operational model is aligned with the standards required to achieve and maintain top-tier brand ratings. Collaborates with stakeholders across disciplines on the end-to-end sequence of service, ensuring it is clearly defined, experience-driven, and operationally executable. The director leads initiatives that standardize service delivery, incorporate emerging technologies, and pilot innovative solutions to position the brand as a leader in hospitality excellence.

• Develop and refine operational design standards for casino hotel operations with a focus on aligning infrastructure and service processes to support targeted brand rating levels (e.g., Forbes, AAA).
• Collaborate with property design and operations teams to ensure physical spaces and workflows support service quality expectations.
• Cross-Disciplinary Facilitation - work closely with teams to activate new standards and service models, providing hands-on guidance, support, documentation, and operational tools to facilitate effective adoption and long-term success

• Lead the development of comprehensive service standards that reflect brand positioning, guest expectations, and performance targets.
• Ensure service standards support both guest satisfaction and operational efficiency.
• Develop and evolve detailed service blueprints that map out the guest experience across functions, integrating roles, processes, and enabling technologies to ensure consistent, high-impact delivery.
• Ensure the brand is experienced as intended at the operational level, guiding the tone, cadence, and emotional impact of service touchpoints to reflect the brand’s core values and distinct personality.

• Identify and lead implementation of new service concepts and operational practices, working closely with property leaders to test and refine ideas before scaling across the portfolio.
• Manage the rollout of service standards through robust implementation frameworks and staff training coordination.
• Work closely with training teams to ensure operational readiness and compliance at each property.

• Introduce and scale technologies that enhance service delivery, productivity, and guest satisfaction.
• Lead assessments and deployment of digital solutions that improve both front-of-house and back-of-house operations

• Architect the full guest journey and sequence of service across all key areas in collaboration with the operational stakeholders — including arrival, rooms, food & beverage, wellness, casino, and guest services — to reflect brand intent and elevate emotional connection.

• Identify, pilot, and refine cutting-edge operational innovations, such as AI-powered systems, smart room features, and autonomous service models.
• Evaluate new solutions for impact on guest experience, employee efficiency, and alignment with brand values and ratings

• Lead end-to-end project lifecycle from initiation through closure across multiple departments or business units.
• Define project scope, goals, deliverables, and success criteria in collaboration with senior stakeholders.
• Develop detailed project plans, schedules, resource allocation, and risk management strategies.
• Optimize project budgets, monitor expenditures, and ensure financial accountability.
• Coordinate internal resources and third parties/vendors for execution of projects.
• Act as the primary point of contact for all project communications and updates to leadership.
• Facilitate regular project reviews, steering committee meetings, and reporting dashboards.
• Resolve issues and conflicts that may impact timelines, scope, or quality.
• Ensure compliance with company policies, standards, and regulatory requirements.
• Promote best practices in project management methodologies (Agile, Waterfall, or hybrid).

Education/Experience:

• Must have 10 years’ experience in hospitality management, including 3 years in Operations Management, including at least one significant property openings in a leadership role, preferably both new build and conversion.
• 3–5 years of leadership casino resort experience in hotel operations, brand experience, or service design, ideally within luxury, lifestyle, or high-end hospitality environments.
• Must have experience in gaming environments or casinos. 
• Expertise in mapping and implementing service journeys across diverse functions and hotel types.
• Strong understanding of the relationship between brand strategy, operations, and guest engagement.
• Experience working with hospitality technologies to enhance guest interaction and streamline operations.
• Proven ability to drive cross-functional collaboration and lead without direct authority.
• Excellent communication, documentation, and project leadership skills.
• Bachelor’s degree in Hospitality, Business, Communications, Experience Design, or a related field required; advanced degree preferred.
• Must be a self-starter with an entrepreneurial spirit.
• High energy individual, with effective and influential people skills. Positive attitude and the desire to motivate others.
• Full knowledge of lifestyle hotel & premium dining products and services.  Five Star/ Four Diamond experience preferred. 
• Ability to engage others in the importance of educating and training.  Must have a passion for teaching, learning and demonstration.
• Ability to form strong relationships with Hard Rock employees, partners, owners and outside organizations.
• Critical thinker and decision-maker.
• Must have an understanding of or ability to quickly learn the local cultures in region of operation.
• Must possess confidence to facilitate senior level meetings on matters relating to project implementation.
• Must meet legal requirements for any required licensing.
• Ability to travel up to 75% or more, with extended trips when required.

SKILLS (LANGUAGE, MATHEMATICAL, TECHNICAL & REASONING)

• Comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
• Must possess strong communication and listening skills, excellent speaking, reading and writing.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Multiple language abilities preferred, fluency in English required.
• Perform complex quantitative calculations or reasoning using algebra, geometry, statistics, or abstract symbols.
• Must be technology savvy.  Strong command of various software applications – especially Microsoft Office (Word, Excel, PowerPoint).
• Must have strong organizational skills.  The ability to prioritize and work on several projects simultaneously should pose a challenge without being overwhelming.
• Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
• Use logic to define problem, collect information, establish facts, draw valid conclusions, interpret information and deal with abstract variables for unique or unfamiliar situations. 
• Ability to insure compliance with and enforce terms of collective bargaining agreements where applicable.

PHYSICAL DEMANDS:

• Ability to move throughout the corporate office and Hotels and Casinos during visits (standing, walking, kneeling, bending) for extended periods of time.
• Ability to sit or stand for extended periods of time.
• Ability to make repeating movements of the arms, hands, legs, and wrists, and climb stairs, and walk on an incline.
• Ability to express or exchange ideas verbally and perceive sound by ear.
• Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
• Ability to occasionally, regularly, frequently move objects (lift, push, pull, balance, carry) up to 40 pounds.
• Ability to turn or twist body parts in a circular motion.
• Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy

Work Environment:

• Duties and responsibilities are typically performed in a professional office setting, but there may be times where you will need to be in operating areas. In these areas, you may be exposed to environmental factors including, but not limited to, second hand smoke and excessive noise.

While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear; and taste or smell. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.

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