Director of Operations

Sheraton Imperial Hotel & Convention Center
Durham, NC

Description

Concord Hospitality is seeking a dedicated and dynamic Director of Operations to oversee all facets of hotel operations. Partnering closely with the General Manager, this role drives property-wide strategies focused on guest satisfaction, employee engagement, financial performance, and service excellence—ensuring we exceed brand standards and deliver memorable experiences.

Key Responsibilities:

• Ensure consistent compliance with brand standards across all departments and daily operations.
• Support and supervise front desk, food & beverage, and other operational areas as needed.
• Maintain adherence to licensing, permits, OSHA, MSDS, and corporate accounting procedures.
• Oversee bar, restaurant, and banquet operations, driving quality service and operational efficiency.
• Assist in recruiting, training, and onboarding new associates while ensuring adequate staffing levels.
• Provide leadership, coaching, and counseling to department managers and supervisors to foster a motivated and productive team.
• Monitor guest satisfaction metrics and develop actionable strategies to continuously enhance the guest experience.
• Maintain accurate inventory control and manage supply availability to support smooth operations.

Qualifications:

• Proven experience in hotel operations leadership, preferably in a multi-department capacity.
• Strong knowledge of brand standards, hospitality service, and regulatory compliance.
• Demonstrated ability to lead, mentor, and inspire a diverse team.
• Skilled in problem-solving, guest recovery, and staff development.
• Flexible, hands-on leadership approach with a strong focus on achieving results.

Benefits

We offer competitive wages and a comprehensive benefits package for full-time associates, including:

• Medical, dental, and vision insurance
• Life insurance and short/long-term disability options
• 401(k) program with company match
• Tuition assistance
• Discounted room rates at Concord-managed hotels
• Training & development opportunities
• Career advancement within our growing portfolio

Why Join Concord?

At Concord Hospitality, we invest deeply in our associates through training and development at all levels, from interns to executives. Our “Associate First” culture nurtures personal and professional growth within the workplace and beyond. We value work-life balance, diversity, and our commitment to delivering outstanding customer service and quality accommodations in every market we serve.

Concord Hospitality is built on five Cornerstones: Quality, Integrity, Community, Profitability, and FUN! Our associates embody these values and proudly cheer our company motto heard across North America:

“We Are Concord!”

We are an equal opportunity employer and strongly support diversity and inclusion through our mission to be a “Great Place to Work for All.”

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.