Director of Operations

Accor is a world leader in the hotel industry, present in 110 countries, with more than 5,500 hotels and 10,000 restaurants and bars. The group deploys an integrated hotel ecosystem that is among the most diversified in the sector, notably associating luxury and high-end brands, mid-range and economic offers, exclusive lifestyle concepts, venues for shows and entertainment, clubs, restaurants and bars, private residences, shared accommodation, Qantas Lounges, concierge services and co-working spaces. Accor has a portfolio of incomparable brands, led by more than 300,000 employees around the world.

An exciting opportunity is available for a Director of Operations to join our Qantas Lounges team in Sydney. As the Director of Operations for Qantas Lounges by Accor, you will oversee the operational management of 29 lounges worldwide, across Australia, Singapore, the UK, and the USA. This role requires you to drive continuous improvement in customer satisfaction while ensuring consistent unit cost management year on year. You will be responsible for providing exceptional service to 10.3 million passengers and guests annually, all while upholding the highest standards of safety and security for both guests and employees.

This role is based at the Sydney International Airport, New South Wales.

Getting to know the role and your responsibilities

• Promote and lead premium customer service standards
• Develop and deliver an annual business plan following guidelines and timelines.
• Provide monthly financial reports and ensure timely submissions from managers.
• Lead weekly forecast meetings and maintain financial transparency with the global team.
• Drive guest satisfaction by gathering feedback and implementing innovative solutions.
• Lead and develop managers to improve service, efficiency and workplace safety.
• Ensure compliance with policies, safety regulations, and workplace health standards.
• Build and maintain strong supplier relationships for quality and cost efficiency.
• Promote company values, fostering a positive and professional work environment.
• Lead crisis management efforts and maintain guest and team confidentiality.
• Recruit, train, and retain high-performing team members.

• Bachelor Degree or diploma in Hospitality and Tourism with a minimum of 5 years of relevant experience.
• Strong working knowledge of Microsoft Office.
• Knowledge of labor laws and employment visa requirements in multiple countries.
• Strong knowledge of restaurant, lounge service and food production businesses.
• Proven cost management and business acumen for sound decision-making.
• Skilled in stakeholder management, negotiation and networking.
• Ability to coach, mentor and inspire high-performing teams.
• Strategic thinker with an entrepreneurial mindset and adaptability to change.
• Strong communication and interpersonal skills at all levels.
• Expertise in managing complex global operations.
• Embodies Accor values and Heartist culture.

Suitably experienced and qualified applicants who currently have full working rights in Australia will only be considered.

Candidate screening and interviews may be conducted prior to the closing date of the advertisement. Accor reserves the right to close applications for the position prior to the advertised date. We encourage you to submit your application as soon as possible.