Director of Operations - Luxury Hotel

About the role

Shangri-La Bosphorus, a luxury 5-star hotel in the Beşiktaş district of Istanbul, is looking for a Director of Operations. The role leads and oversees the operational departments under its responsibility, ensuring the highest standards of guest service, quality and efficiency, and drives performance, productivity and profitability while managing costs and resources.

Key responsibilities

• Maintain consistent service excellence across all departments and deliver exceptional guest experiences.
• Ensure compliance with brand standards, company policies, health and safety requirements and regulatory obligations.
• Monitor and improve operational KPIs, guest satisfaction scores and quality audit results, and follow up on improvement plans.
• Oversee room readiness, cleanliness, maintenance and presentation; support Spa performance, security, emergency preparedness and fire and life safety.
• Manage departmental budgets, staffing and operational resources, and identify process improvements and facility upgrades.
• Develop, coach and mentor teams, including succession planning, and build collaboration with Food & Beverage and other hotel teams.

Required profile

• Experienced hotel operations leader with a strong Rooms Division background, able to oversee Front Office, Spa, Housekeeping, Security and Engineering.
• Strong leader and communicator who can inspire teams and develop department heads.
• Results-oriented, proactive, and comfortable driving change and continuous improvement.
• Fluent in English and Turkish, with excellent interpersonal skills.
• Relevant experience with an international luxury hotel; preferably a Bachelor's degree in Hospitality Management or a related field, or equivalent experience.

Required skills

• Understanding of departmental budgets, staffing, operational performance and guest satisfaction.
• Familiarity with quality assurance, preventive maintenance, security and fire and life safety practices in a hotel.

What we offer

• Structured learning and development pathways.
• Competitive benefits, recognition programs and colleague stay/travel perks.
• Inclusive teams and a supportive work environment.