Director, Operations

Job Details:

Job Location:

Highlands, NC 28741, Position Summary

The Director of Operations is a senior enterprise leader responsible for translating the operational vision and priorities of Old Edwards Hospitality Group into consistent execution across the organization. Reporting directly to the General Manager, OEHG, this role provides visible, hands‑on leadership across properties and operating departments, strengthens accountability and communication, and ensures that OEHG standards for service, people, financial performance, property condition, safety and operational excellence are consistently achieved.

The Director of Operations works across departmental and property boundaries to identify opportunities, remove barriers, develop leaders and create greater consistency throughout the organization. This leader is expected to understand the operation at ground level while maintaining an enterprise perspective: connecting guest experience, employee experience, productivity, financial results and long‑term operational priorities.

• Serve as a member of the Executive Operations Committee and partner closely with the President, SVP of Operations, General Manager and other senior leaders in executing OEHG priorities.
• Act as a key operational extension of the General Manager, providing leadership, follow‑through and accountability across the OEHG portfolio.
• Maintain a highly visible presence throughout OEHG operations, building trusted relationships with leaders and employees and staying closely connected to the guest and member experience.
• Promote collaboration across hotels, clubs, food and beverage, spa and wellness, engineering, reservations and other operating functions while respecting established departmental leadership and reporting structures.
• Provide direct leadership to assigned operational leaders and functions as determined by the General Manager and evolving organizational needs.

• Partner with the General Manager to establish operational priorities, translate strategy into action and ensure consistent execution across properties and departments.
• Review operating hours, staffing models, service delivery, workflows and departmental practices to identify opportunities for improved effectiveness, efficiency and guest experience.
• Create disciplined follow‑up around operational commitments, projects, action plans and leadership decisions.
• Identify issues requiring immediate attention as well as systemic opportunities requiring longer‑term solutions; establish ownership, timelines and accountability.
• Lead or support significant operational projects, openings, transitions and cross‑functional initiatives as assigned by the General Manager.
• Ensure operating leaders have clear goals, appropriate resources and measurable expectations.

• Champion service excellence throughout every stage of the guest and member journey, from initial inquiry and reservation through arrival, stay, departure and post‑visit feedback.
• Regularly observe operations firsthand to assess service standards, anticipate friction points and identify opportunities for improvement.
• Promote proactive Guest Problem Resolution (GPR), with emphasis on preventing service failures, empowering employees to resolve issues and learning from recurring themes.
• Review guest feedback, service trends and operational metrics with leaders and ensure appropriate corrective actions and follow‑through.
• Reinforce OEHG standards for personalized, gracious and consistent hospitality across the portfolio.

• Build strong relationships with property and department leaders through regular one‑on‑one meetings, operating reviews…