This role requires a hands-on luxury hospitality operator with strong experience across rooms division, food & beverage, culinary coordination, guest service, and people management. A key focus is driving operational excellence across all guest-facing departments , ensuring consistency, accountability, and continuous improvement. The role reports directly to the CEO and works closely with senior leadership to maintain standards and improve overall service delivery. Minimum Requirements Minimum 8 years hospitality experience At least 3 years in a senior hotel operations role Strong background in rooms and food & beverage operations Experience in boutique, luxury hotel, lodge, or wedding venue environments (preferred) Proven leadership of department heads and operational teams Strong guest relations and service recovery skills Excellent communication and leadership ability Strong understanding of service standards and operational flow Willingness to work flexible senior management hours Working Hours This is a senior operational leadership role requiring flexibility, including weekends, public holidays, weddings, and peak hospitality periods. Direct Reports Rooms Division Manager Senior Restaurant Manager Executive Chef Note: This role focuses on hotel operations, guest experience, rooms, restaurants, and culinary performance. Maintenance, gardens, security, and technical functions are managed separately. Key Responsibilities Lead daily hotel operations across rooms, restaurants, and culinary departments Drive a strong culture of excellence, accountability, and service consistency Ensure a seamless guest experience across all touchpoints Maintain luxury boutique service standards Provide hands-on leadership during peak service periods Support departmental heads in maintaining operational standards Coordinate effectively between rooms, F&B, and kitchen operations Monitor guest feedback, complaints, and online reviews Implement service recovery and continuous improvement initiatives Hold department heads accountable for performance and standards Identify operational gaps and implement corrective action and training Ensure staffing levels and operational readiness meet business demand Maintain visible leadership during weekends, holidays, and peak periods Report operational performance, risks, and improvements to the CEO Candidate Profile The ideal candidate is: Professional, calm, and guest-focused Hands-on and operationally visible Strong in luxury hospitality environments Experienced in rooms, restaurants, and F&B operations Able to lead multiple departments effectively Strong in accountability and service culture development Emotionally intelligent and solutions-driven Comfortable in a high-touch boutique hotel environment Not office-based thrives in operational presence