Luxury Hotel Operations Director (Remote)

Luxury Hotel Operations Director (Remote)
Location: Remote — Philippines
Job Type: Full-Time
Schedule: Flexible with regular overlap with UK hours
Reports To: Founder / Senior Leadership Team

About the Role
We are looking for a highly experienced luxury hospitality operations leader to bring the thinking, discipline, and standards of a serious hotel group into our growing premium accommodation business.

This is a senior remote role for someone who has already operated at a high level within luxury hotels, resorts, or multi-property hospitality businesses. You will act as a strategic and operational leader from afar — strengthening standards, guest experience, commercial thinking, service delivery, team accountability, and operational robustness across the business.

This is not a role about being friendly and presentable. It is about structure, consistency, anticipation, recovery, and commercial awareness.

What You'll Be Responsible For
Guest Experience & Service Standards
- Elevate the guest journey across enquiry, booking, pre-arrival, in-stay, and post-stay touchpoints
- Set the standard for premium, warm, polished, and consistent guest communication
- Review feedback and complaints to identify trends and drive improvement
- Strengthen service recovery so issues are handled with confidence and professionalism

Operational Systems & Accountability
- Design and refine SOPs, playbooks, checklists, escalation paths, and reporting rhythms
- Bring structure to handovers, issue tracking, guest readiness, and team routines
- Identify weak points and recurring failures, then drive meaningful improvements
- Help the business shift from reactive problem-solving to consistent operational discipline

Revenue, Pricing & Availability
- Support leadership with pricing, availability, occupancy, and commercial strategy
- Bring a sharper lens to booking pace, gap management, stay restrictions, and sell-out periods
- Advise on how operational decisions and guest experience impact conversion and profitability

Food, Beverage & Ancillary Revenue
- Support development of premium extras, in-stay experiences, and F&B-style offers
- Help shape packages and add-ons that are both commercially smart and operationally deliverable
- Ensure ancillary offers feel integrated into the guest experience, not bolted on

Commercial Coordination
- Join up guest experience, operations, sales, marketing, and commercial performance
- Act as a senior thought partner to the Founder and Leadership Team
- Help the business function as one connected hospitality operation

Who We're Looking For
You are likely coming from a role such as:
- Group Director of Operations
- Regional Director of Operations
- Cluster or Multi-Property General Manager
- Director of Hotel Operations
- Senior Revenue or Commercial Operations Leader with strong operational breadth

You will bring:
- Significant experience in luxury hotels, premium resorts, or high-end hospitality groups
- Experience overseeing multiple properties, departments, or senior managers
- Strong understanding of guest experience, service standards, and operational systems
- Commercial instinct including exposure to pricing, availability, and revenue performance
- Experience influencing food and beverage, guest offers, or ancillary revenue
- Excellent written and spoken English
- Strong judgement, leadership maturity, and the ability to raise standards remotely
- Confidence operating in a founder-led, fast-paced environment

This Role Is Not For You If...
- Your experience is only at single-property level with limited leadership breadth
- You have not led senior managers or multiple departments
- You are not commercially confident
- You prefer execution-only roles rather than strategic operational leadership
- You would find regular overlap with UK hours difficult

Working Pattern
This is a fully remote role based in the Philippines. We are not asking for full UK hours, but the role does require:
- Reliable overlap with UK leadership and operational teams
- Attendance at key meetings
- Responsiveness during agreed hours
- Flexibility for priorities, launches, or time-sensitive problem-solving

What Success Looks Like
- Guest communication becomes warmer, sharper, and more consistently premium
- Operational standards are clearer and more consistently executed
- Managers are more accountable and better led
- Complaints are handled more effectively
- Pricing and availability decisions are more commercially confident
- Ancillary offers are better structured and better sold
- The business feels less improvised and more like a high-performing premium hospitality operation

Why Join Us
This is a chance to play a genuinely senior role in a distinctive premium hospitality business with real ambition and room to grow. You will have visibility, influence, and the ability to help build something more robust and commercially sharp. We are looking for someone whose experience can raise the level of the entire operation.