Director of Operations

About the role

The Hoxton Poblenou is seeking a senior leader to own the day‑to‑day operations of its 240‑room hotel in Barcelona. Reporting to the General Manager, the Director of Operations will ensure that every guest experience meets the brand’s high standards while driving strong commercial performance.

Key responsibilities

• Lead Front Office, Housekeeping, Maintenance, and Food & Beverage teams to deliver exceptional service.
• Maintain and embed brand SOPs, service rituals, and quality standards across all operational areas.
• Oversee operational P&L, contribute to budgeting, forecast performance and control departmental costs.
• Drive continuous improvement in guest satisfaction, brand audits, and service metrics.
• Manage guest recovery, resolve operational issues promptly, and uphold the highest satisfaction levels.
• Identify and implement efficiency gains, productivity enhancements, and best‑practice initiatives.
• Collaborate with the General Manager and department heads to meet commercial objectives.
• Handle all people‑related processes: recruitment, onboarding, payroll, performance management, and employee documentation.
• Coach and develop department heads, fostering an inclusive, high‑performing culture aligned with The Hoxton values.
• Lead operational projects, new system roll‑outs, and change programmes.
• Ensure compliance with health, safety, fire, food safety, licensing, and other statutory requirements.

Required profile

• Proven senior leadership experience in hotel or large‑scale hospitality operations.
• Strong commercial acumen with a track record of managing P&L and cost controls.
• Excellent people‑management skills, capable of coaching and developing multi‑disciplinary teams.
• Demonstrated ability to drive operational excellence and continuous improvement.
• High attention to detail and commitment to brand standards and guest experience.

Required skills