Director of Operations

About the job

Set along the iconic shoreline of Collins Avenue in Miami Beach's coveted Mid-Beach neighborhood, Andaz Miami Beach Resort & Spa invites guests to experience the destination through a distinctive lens of luxury, creativity, and local connection. Housed within a reimagined Art Deco landmark, the resort seamlessly blends Miami's rich architectural heritage with contemporary sophistication, creating a vibrant oceanfront retreat where every detail inspires discovery.

From sunrise along the Atlantic to evenings shaped by culture, cuisine, and connection, Andaz Miami Beach offers experiences that unfold effortlessly. Expansive ocean-view accommodations and private terraces frame breathtaking views of the Atlantic Ocean and Miami skyline, while two sparkling pools, an indulgent full-service spa, and a state-of-the-art fitness center provide moments of relaxation and renewal.

At the heart of the resort's culinary experience is destination dining by José Andrés, where Mediterranean influences meet the energy and flavor of Miami. Thoughtfully curated design, intuitive service, and a spirit of genuine hospitality create memorable moments that feel both personal and unexpected.

As a member of Hyatt's luxury lifestyle portfolio, Andaz celebrates self-expression, authentic connections, and experiences that inspire guests to immerse themselves in the local culture while creating loyalty beyond reason.

Position Summary

The Resort Manager serves as one of the operational leaders of Andaz Miami Beach Resort and Spa and a key strategic partner to the General Manager. This executive-level position is responsible for driving operational excellence, exceptional guest experiences, colleague engagement, and financial performance across all multiple resort operations.

The Resort Manager provides leadership and accountability for Rooms, Food & Beverage, Spa, Recreation, Engineering, Security while fostering a culture rooted in Hyatt's values and the Andaz spirit of personalized hospitality. The role requires a leader who can balance luxury service execution with sound business acumen, ensuring the resort achieves its guest satisfaction, revenue, profitability, and colleague engagement goals.

The ideal candidate is a highly visible, dynamic leader who thrives in a luxury lifestyle environment, understands the Miami market, and inspires teams to deliver memorable experiences that strengthen guest loyalty, elevate the resort's reputation, and drive long-term business success.

Essential Duties & Responsibilities

Operational Leadership

• Partner with the General Manager in directing and coordinating all day-to-day resort operations.

• Provide executive oversight for Rooms Division, Food & Beverage, Engineering, Security, Spa, Recreation, and Resort Services.

• Ensure consistent execution of Hyatt luxury and Andaz brand standards throughout the guest journey.

• Champion Forbes-level service behaviors and create memorable experiences that reflect the unique culture and energy of Miami Beach.

• Maintain a highly visible presence throughout the resort, engaging with guests, colleagues, and leaders to ensure operational excellence.

• Monitor guest feedback, Medallia results, online reputation scores, and other service metrics to identify improvement opportunities and drive accountability.

• Lead operational planning and execution for peak demand periods, special events, group programs, and VIP experiences.

• Ensure compliance with all safety, health, labor, environmental, and regulatory requirements.

• Drive continuous improvement in operational processes, service delivery, and departmental collaboration.

Financial Management

• Drive achievement of annual operating plans, financial targets, and departmental profitability goals.

• Monitor labor productivity, scheduling practices, operating expenses, and cost-control initiatives to ensure financial discipline.

• Partner with department heads to develop budgets, forecasts, and strategic business plans.

• Analyze financial and operational performance metrics and implement action plans to improve results.

• Ensure resources are effectively allocated to maximize service quality while maintaining profitability.

• Identify efficiencies and process improvements that enhance both the guest and colleague experience.

Leadership & Culture

• Build, mentor, and develop a high-performing leadership team focused on accountability, collaboration, and results.

• Create an engaging workplace culture that reflects Hyatt's purpose of caring for people so they can be their best.

• Lead initiatives focused on colleague development, succession planning, recognition, retention, and engagement.

• Establish clear expectations and hold leaders accountable for performance standards and business outcomes.

• Foster a culture of inclusion, innovation, continuous learning, and teamwork.

• Serve as a visible ambassador for the resort within the local community, hospitality industry, and ownership group.

• Promote a service culture centered on authentic hospitality, meaningful guest connections, and loyalty beyond reason.

Qualifications & Experience

Required Qualifications

• Minimum of seven (7) years of progressive leadership experience within luxury hotels, resorts, or lifestyle hospitality environments.

• Minimum of three (3) years in an executive leadership role such as Director of Rooms, Director of Operations, Hotel Manager, or Resort Manager.

• Proven experience leading multi-department resort or hotel operations with accountability for guest experience, colleague engagement, and financial results.

• Strong understanding of luxury guest expectations and service delivery standards.

• Demonstrated success leading large, diverse operational teams.

• Strong financial acumen, including budgeting, forecasting, labor management, and profitability analysis.

• Excellent communication, coaching, presentation, and interpersonal skills.

• Ability to lead in a fast-paced, highly visible luxury resort environment.

Preferred Qualifications

• Experience with Hyatt Hotels Corporation and luxury lifestyle brands preferred.

• Prior experience in a luxury beachfront resort environment.

• Knowledge of Forbes Travel Guide standards and luxury service culture.

• Experience overseeing spa, recreation, beach, and pool operations.

• Familiarity with South Florida hospitality markets and competitive luxury resort environments.

• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.