JOB SUMMARY
The Director of Operations is responsible for overseeing the day-to-day operations of leisures, ensuring exceptional guest experiences, operational efficiency, financial performance, and compliance with company standards. This role provides strategic direction, leadership, and management to multiple business units including resorts, waterparks, recreational facilities, and other leisure-related operations.
Operational Leadership
- Oversee daily operations of all leisure and hospitality properties to ensure high service quality, safety, and efficiency.
- Implement and maintain Standard Operating Procedures (SOPs) across all outlets and facilities.
- Monitor guest satisfaction scores and ensure continuous improvement in service delivery.
Financial & Business Management
- Develop and manage budgets, forecasts, and financial targets for each property.
- Optimize cost control measures without compromising guest experience or safety standards.
- Analyze operational KPIs (occupancy, ADR, RevPAR, F&B revenue, visitor numbers, etc.) and recommend improvements.
Guest Experience & Service Excellence
- Ensure a consistent and exceptional guest experience across all properties.
- Manage customer feedback and resolve escalated issues effectively.
- Oversee implementation of guest engagement initiatives, loyalty programs, and events.
Compliance & Risk Management
- Ensure compliance with health, safety, legal, and environmental regulations.
- Implement risk management policies, emergency procedures, and crisis response plans.
- Maintain quality assurance programs and brand standards.
Strategic Growth & Innovation
- Support expansion projects, renovations, and new property openings.
- Drive digital transformation in guest services, reservations, and operational efficiency.
- Identify new business opportunities and partnerships to grow revenue streams.
DNA:
- Bachelors degree in Hospitality Management, Business Administration, or related field (Masters preferred).
- Minimum 10 years of progressive leadership experience in hospitality, leisure, or resort operations.
- Proven track record in multi-property or large-scale hospitality operations.
- Strong financial acumen with experience in budgeting and P&L management.
- Excellent leadership, communication, and problem-solving skills.
- Knowledge of leisure trends, customer service excellence, and operational best practices.
