Overview
With an occupancy rate of 62.4% in 2019, the French hotel sector continues to lead its European competitors. To perform well and keep thriving year after year, hotel franchises need to put a number of innovative strategies in place. Behind these crucial decisions stands the director of operations, an experienced professional entrusted with several important responsibilities.
What is a director of operations?
Known internationally as the Chief Operating Officer (COO), and in French as the directeur de l'exploitation, the director of operations (DOP) is a role recognised the world over. Found in sectors well beyond hospitality — industry, sport, politics, electronics and more — this executive occupies a central position within their organisation.
Sometimes confused with the role of chief executive or deputy chief executive, the DOP is primarily responsible for the commercial development of their organisation. A true conductor of the orchestra, they draw daily on a wealth of productive resources — software, equipment, people and more — and lead a team of skilled professionals.
What does a director of operations do?
Occupying a key position in the company's structure, the director of operations defines, implements and monitors the smooth running of commercial, financial and administrative strategies. Working closely with the various heads of department, they ensure the establishment runs seamlessly.
Here is a list of some of the duties that shape the role of director of operations in hospitality:
- Establishing and rolling out one or more strategies for the hotel
- Analysing and managing the organisation's productivity
- Leading, supervising and motivating the team
- Defining a wide range of strategic priorities (marketing, communications, commercial policy)
- Overseeing the upkeep and maintenance of the hotel
- Welcoming guests and building their loyalty
- Growing the company's various areas of business (sales, entertainment, services and so on)
- Managing the establishment's commercial performance
- Safeguarding and protecting the company's financial interests
- Working alongside the finance department
- Liaising with the company's various divisions and stakeholders
- Taking contractual commitments into account (quality, price, deadlines, hygiene and so on)
- Observing QSE factors (quality, safety, environment) in their strategic decisions
Although used to fixed hours, a director of operations may sometimes work evenings, weekends and public holidays. Duties and responsibilities vary with the size of the company: in a renowned hotel, for instance, the director's remit will be broader and more demanding.
What skills & qualities does a director of operations need?
To stand out in the profession, an operations director needs exceptional qualities and skills.
- Visionary leadership and a flair for innovation
- A strong ability to anticipate
- Excellent interpersonal skills and commercial acumen
- Command of several foreign languages
- Solid management and leadership abilities
- Composure, ambition and rigour
- Great adaptability and a strong sense of organisation
What career prospects and salary can a director of operations expect?
In terms of career progression, after a few years the postholder may earn an internal promotion to chief executive. Other senior positions are also within reach, each marking a genuine step up in the organisation's hierarchy. Should they wish, they can also move to another hotel to take on fresh challenges and lead a new team.
A director of operations earns around €5,000 gross a month (€60,000 a year). As with most senior positions that place the postholder under considerable pressure, the salary is attractive. It is worth noting that this figure varies, and a good many factors come into play.
How do you become a director of operations?
Fresh from the baccalaureate (general, technological or vocational), a student who wants to become a director of operations will need to enter a grande école — business, management or engineering — to stand a chance of reaching the role. These three types of grande école prepare young adults for senior positions, giving them the personal and professional tools to get there. Respected and well established, they are important gateways into the profession.
A course at a business, management or engineering school is of course not the only option. Graduates can also turn to a hospitality school such as CMH.
With work placements and assignments abroad, students gain an early insight into working life and are ready to perform from the moment they enter the job market. Proud to have placed 100% of its students on work-study contracts, CMH offers bilingual programmes so that students become comfortable with English quickly and easily. On completion, the school awards an RNCP qualification recognised by the French State.
Varied experience in the hospitality sector is a considerable asset when applying for an operations director role. Whatever the nature of that experience (fixed-term contract, work-study, placement, permanent contract and so on) or the positions held (barperson, receptionist, porter, reservations manager, restaurant manager and so on), it will all count in your favour during your job search.
