Director of Hospitality Operations

About the role

FGI Group Holdings is seeking a Director of Hospitality Operations to transform its Lisbon serviced‑apartments and short‑term‑rental platform into a disciplined, scalable hospitality business. This senior, on‑site role will lead the operational launch of new buildings, establish institutional service standards, and deliver reliable financial reporting for investors.

Key responsibilities

• Provide end‑to‑end operational leadership across the portfolio, covering guest experience, housekeeping, maintenance, quality assurance and property operations.
• Design and enforce the FGI service standard, reviewing performance on Airbnb, Booking.com and direct channels, and implementing permanent fixes to recurring issues.
• Implement scalable systems such as property‑management software (PMS), channel management, dynamic pricing, guest communications and smart‑access automation.
• Develop and coach the existing team, recruit selectively, and build a second‑line management structure.
• Produce concise weekly dashboards and monthly executive reports to support institutional financing.

Required profile

• 7+ years in hospitality, serviced apartments, aparthotels or multi‑property lodging, with at least 3 years in a leadership role.
• Experience managing a multi‑site portfolio of 50+ units or whole‑building operations.
• Proven track record of building SOPs, quality systems and second‑line management.
• Fluent in Portuguese and English.
• Familiarity with Portugal’s Alojamento Local framework and hotel licensing is a strong advantage.

Required skills

• Property‑Management System (PMS) implementation
• Channel management platforms
• Dynamic pricing tools
• Guest communications automation
• Smart‑access technology