Director of Operations

Additional Information: This hotel is owned and operated by an independent franchisee, GAP Management LLC. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

About GAP Hotels

GAP Hotels is a privately held hotel ownership, management, and development company headquartered in Lafayette, Louisiana. Our growing portfolio includes approximately 1,000 rooms across leading hospitality brands, including Hilton, Marriott, and IHG.

We believe exceptional financial results begin with exceptional people, disciplined processes, consistent property inspections, and clear accountability. We reinvest in our hotels, develop our leaders, and focus on delivering outstanding experiences for our guests, associates, brand partners, and investors.

The Opportunity

GAP Hotels is seeking an experienced and results-driven Senior Director of Hotel Operations to provide executive-level operational leadership across our portfolio.

This position will lead, coach, and hold General Managers accountable for financial performance, guest satisfaction, brand compliance, associate engagement, property condition, and execution of company initiatives. The successful candidate will be equally comfortable analyzing a hotel P&L, developing a turnaround strategy, coaching a General Manager, and walking guestrooms and back-of-house areas to verify operational standards.

This is a hands-on, field-focused leadership position requiring frequent travel and consistent follow-through.

Key Responsibilities

Portfolio Leadership

• Provide strategic and operational oversight for multiple hotels across different brands and markets.
• Lead, coach, evaluate, and hold General Managers accountable for property performance.
• Establish clear performance expectations and ensure company priorities are consistently executed.
• Conduct structured property visits, operational audits, leadership assessments, and follow-up reviews.
• Develop corrective action plans for underperforming hotels and monitor progress through completion.
• Serve as the primary operational connection between property leadership, executive leadership, ownership, and brand representatives.
• Provide hands-on task-force leadership during vacancies, leadership transitions, openings, emergencies, or significant operational challenges.

Financial and Commercial Performance

• Drive achievement of revenue, RevPAR, GOP, flow-through, labor, and overall profitability objectives.
• Review monthly financial statements, forecasts, budgets, STR reports, labor reports, accounts receivable, purchasing, and operating expenses.
• Identify performance gaps and require timely, measurable plans to correct them.
• Partner with revenue management, sales, accounting, and property leadership to improve market share and profitability.
• Ensure General Managers understand their financial statements and actively manage their properties as accountable business leaders.
• Assist with the preparation and execution of annual operating budgets, capital plans, forecasts, and long-term property strategies.
• Protect owner assets through disciplined expense management, preventive maintenance, purchasing controls, and capital planning.
   

Guest Experience and Brand Compliance

• Ensure every hotel consistently meets company expectations and applicable Hilton, Marriott, IHG, or other brand standards.
• Monitor guest satisfaction scores, online reviews, service-recovery trends, loyalty performance, and brand quality-assurance results.
• Work with property teams to resolve recurring guest concerns and improve service delivery.
• Prepare hotels for brand inspections and ensure all required corrective actions are completed on time.
• Maintain strong, professional relationships with brand representatives and other strategic partners.
• Promote clean, safe, well-maintained hotels through consistent inspection and preventive-maintenance practices.

People and Organizational Development

• Recruit, select, onboard, develop, and retain high-performing General Managers and property leaders.
• Build a leadership pipeline and succession plan for key positions throughout the portfolio.
• Establish a culture of accountability, urgency, integrity, hospitality, and continuous improvement.
• Ensure property leaders provide effective training, recognition, coaching, and performance management.
• Partner with Human Resources on staffing, employee relations, compliance, investigations, and leadership development.
• Evaluate staffing structures and labor productivity while protecting service quality and associate engagement.
• Communicate openly and follow up consistently to ensure expectations are understood and completed.
   

Risk Management and Property Condition

• Ensure compliance with company policies, brand requirements, employment practices, safety standards, licensing requirements, and applicable laws.
• Monitor life-safety systems, preventive maintenance, security procedures, emergency preparedness, and incident reporting.
• Identify significant property risks and communicate them promptly to executive leadership.
• Coordinate with vendors, contractors, insurance representatives, and brand teams when operational support is required.
• Oversee operational preparation for renovations, conversions, acquisitions, and new hotel openings.
   

Measures of Success

Performance in this role will be evaluated using measurable portfolio results, including:

• Revenue, RevPAR Index, GOP, and budget achievement
• Labor productivity and expense control
• Guest satisfaction and online reputation
• Brand quality-assurance performance
• Property condition and preventive-maintenance execution
• Employee retention and leadership development
• Timely completion of operational action plans
• General Manager accountability and overall portfolio stability

Required Qualifications

• At least 10 years of progressive hotel operations experience.
• At least five years of successful experience as a hotel General Manager or comparable senior hotel leader.
• Demonstrated multi-property or above-property leadership experience.
• Experience managing branded hotels, preferably within Hilton, Marriott, or IHG systems.
• Strong command of hotel financial statements, budgeting, forecasting, labor management, STR reporting, and operational performance metrics.
• Proven ability to improve an underperforming hotel or portfolio.
• Experience leading General Managers and developing property-level leadership teams.
• Excellent judgment, communication, organization, and problem-solving skills.
• Proficiency with hotel operating systems, reporting platforms, and Microsoft Office.
• Ability to travel approximately 60%–75%, including occasional evenings, weekends, and emergency assignments.
• Valid driver’s license and reliable transportation.

Preferred Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, Finance, or a related field.
• Experience with two or more major hotel brand families.
• Experience with select-service, extended-stay, and full-service hotel operations.
• Experience with hotel openings, conversions, renovations, acquisitions, or task-force assignments.
• Experience working directly with hotel owners, investors, lenders, and brand leadership.
• Equivalent combinations of education and relevant leadership experience will be considered.

The Leadership Profile We Are Seeking

The ideal candidate is:

• Financially disciplined and highly analytical
• Visible, hands-on, and comfortable working in the field
• Direct and accountable while remaining an effective coach
• Calm and decisive during operational challenges
• Consistent in inspecting, documenting, and following up
• Able to balance guest service, associate engagement, brand compliance, and profitability
• Motivated by building strong teams and improving hotel performance
• Comfortable operating in a fast-paced, entrepreneurial ownership environment

Compensation and Benefits

GAP Hotels offers a competitive base salary, performance-based incentive opportunity, approved business-travel expense reimbursement, and benefits in accordance with company plans and eligibility requirements.

How to Apply

Please submit a current résumé outlining:

• The number and types of hotels you have overseen
• Your Hilton, Marriott, IHG, or other major-brand experience
• Your General Manager and multi-property leadership experience
• One measurable example of improving hotel financial or operational performance
• GAP Management, LLC is an Equal Opportunity Employer. Employment decisions are made without regard to any status protected by applicable law. 
• Reasonable accommodations are available for qualified applicants and employees with disabilities.

We are an equal opportunity employer and value diversity at every level of the organization. We do not discriminate based on race, religion, gender, sexual orientation, veteran status, disability, or any other protected characteristic

This company is an equal opportunity employer.

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