Director of Operations (Resort)

Job Overview:

We are seeking a dynamic and experienced Director of Operations (Resort) for our Five Star Resort. The Director of Operations will be responsible for overseeing the smooth operation of key departments, ensuring exceptional guest service, operational efficiency, and financial performance. This leadership role involves managing and coordinating the Front Office, Reservations, Food & Beverage, Kitchen, Housekeeping, Maintenance, Landscape, Recreation, and Spa departments. The Director of Operations will ensure alignment with the resort's brand standards while leveraging Opera and Materials Control systems for operational and cost management. A hands-on approach to leadership and an ability to drive both guest satisfaction and team performance are essential in this role.

Responsibilities

• Provide leadership and direction to key departments: Front Office, Reservations, Food & Beverage, Kitchen, Housekeeping, Maintenance, Landscape, Recreation, and Spa.
• Ensure all operations are running smoothly and efficiently, with a focus on guest satisfaction and brand standards.
• Coordinate with department heads to ensure consistent service delivery and seamless communication across departments.
• Use Opera property management system to ensure efficient reservations, check-ins, billing, and guest profile management. Implement Materials Control system for managing inventory, purchasing, and cost control across all operational departments.
• Maintain a high standard of guest experience by addressing service issues promptly and working with the team to resolve operational challenges.
• Be highly visible around the resort to engage with guests, ensuring any needs are addressed and feedback is collected.
• Lead and mentor department heads, encouraging collaboration and accountability to meet service excellence goals.
• Work closely with the F&B and Kitchen teams to ensure menu offerings, service standards, and cost management align with the resort's goals.
• Manage operational budgets, ensuring expenses are controlled and profitability targets are met.
• Oversee purchasing, inventory management, and resource allocation to minimize waste and optimize efficiency.
• Develop and implement strategic initiatives to improve operational efficiency and enhance the overall guest experience.
• Foster a culture of teamwork, professionalism, and continuous improvement within the resort’s teams.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or related field.
• Proven experience as Director of Operations / Resort Manager or similar role in the hospitality industry.
• Exceptional leadership and decision-making skills.
• Strong understanding of resort management software (e.g., property management systems).
• Solid understanding of hospitality procedures and best practices.
• Knowledge of financial principles and how to apply them.
• Excellent problem-solving and customer service skills.
• Proficiency in English & Bahasa Malaysia; knowledge of additional languages (Chinese, French, German) is a plus.
• Flexibility to work in shifts, during weekends, evenings, and holidays.
• CPR and First Aid certification is a plus.

Physical Requirements:

• Ability to stand for long periods.
• May be required to work in outdoor settings.
• Working Conditions:

While most tasks will be performed indoors, some duties may require outdoor work in varying weather conditions. The Resort Operations Manager may be required to work nights, weekends, and holidays based on the resort's operational needs.

Equal Opportunity:

Our resort is an Equal Opportunity Employer. All employment decisions are made without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or any other protected status in accordance with applicable law.