Director of Operations - United States

The purpose of the Director of Operations, Chase Sapphire Airport Lounges is to direct resources in support of the partnership relationship with Airport Dimensions and JP Morgan Chase to drive continuous improvement, adhere to contractual obligations, and install and maintain the ...

Job description

The purpose of the Director of Operations, Chase Sapphire Airport Lounges is to direct resources in support of the partnership relationship with Airport Dimensions and JP Morgan Chase to drive continuous improvement, adhere to contractual obligations, and install and maintain the best-in-class hospitality and customer service standards.

Job Responsibilities

• Maintain great interpersonal relationships with lounge management and staff, key airport contacts, and supports Hyde Park Hospitality's relationships with Airport Dimensions and JP Morgan Chase executives.
• Responsible for developing and executing the JP Morgan Chase vision and brand strategy.
• Oversee Regional Managers to ensure deliverables are produced in a timely and cost-effective manner.
• Advise managers on labor issues including safety, security, employee relations, scheduling, training, grievances. Ensure managers and supervisors comply with company polices and administer practices in a fair and equitable manner.
• Keep up to date on information and technology affecting functional areas to increase innovation and ensure compliance.
• Ensures an exceptional level of food, service, ambiance, and overall customer and employee satisfaction including monitoring guest interactions to ensure proper training of all staff according to airline and Hyde Park Hospitality standards.
• Upholds operations standards policies, work policies, training programs and hospitality standards.
• Monitors, directs all aspects of the guest experience with a focus on customer service and hospitality. Works with all partners to ensure that all lounge guests receive the highest level of service and hospitality.
• Ensure lounge operations meet all performance standards and contract requirements and manages team to meet or exceed SLA's as set forth by the agreement with Airport Dimensions.
• Resolves contract, company or client violations in a timely manner through troubleshooting, development of work objectives and action plans in conjunction with all relevant partners.
• Partners with Senior Director of Airport Operations to ensure all JP Morgan Chase, Airport Dimensions and Hyde Park Hospitality communications are distributed to the employees consistently and clearly.
• Facilitates the communication of top-line performance information between Airport Dimensions and Hyde Park Hospitality through quarterly business reviews.
• Manage budgets effectively and control expenses.
• Ensure deliverables are made according to needs, specifications, and quality standards.
• Maintains an in-depth understanding of the client's hospitality standards, CBA's, and all procedures and protocols to maximize brand/labor relations.
• Consistently provides direct reports and/or indirect reports with support, coaching and encouragement necessary to achieve business goals, including using existing organizational tools / programs and finding new, creative, and effective methods to recognize and reinforce lounge level accomplishments.
• Other duties as assigned.

Qualifications and Experience

• Bachelor's degree in hospitality or business management or related major, or equivalent combination of experience and education is required.
• Requires at least 7 years of industry experience.
• Requires at least 5 years of experience managing multiple locations in the restaurant or hospitality sectors.
• Requires demonstrated experience managing teams across a broad geographic area.
• Requires demonstrated relationship management skills.
• Requires demonstrated leadership presence, expert-level negotiation skills and strong business acumen.
• Requires the ability to travel at least 50% of the time.
• Fine dining or premium hotel experience preferred.

Benefits

• Highly Competitive Salary

• Medical Insurance (Health, Dental, Vision)

• Disability Insurance

• Vacation and PTO
• 401K Plan with generous Company Matching
• Employee Assistance Program (EAP)
• Employee Corporate Discounts for nationally recognized products and services (childcare, electronics, entertainment, hotels, home, groceries, restaurants, auto, travel, and pets)

ABOUT THE COMPANY

Hyde Park Hospitality (HPH) is a young—but dynamic and fast-growing—company built on deep roots in the food business. HPH earned Crain's Fast 50 Award in 2025 for being one (ranked 35th) of the fifty fastest growing businesses in the Chicago-area We provide services ranging from airport concessions, management staffing, brand licensing, to contracted food and facilities management. With a 75% diverse senior management team, HPH values diversity and welcomes everyone with necessary qualifications and experience, regardless of race, gender, sexual orientation, age, disability, veteran status, and any other protected status, to apply. Learn more about us at hph-