Director of Operations

Job Title: Director of Operations Location: Borneo Rainforest Lodge, Sabah, Malaysia Reports To: Chief Operating Officer (COO) Job Summary: The Director of Operations is responsible for overseeing the overall daily operations of Borneo Rainforest Lodge, ensuring efficiency, guest satisfaction, and adherence to company policies and environmental sustainability standards. This role requires strategic leadership to enhance operational effectiveness, maintain service excellence, and drive continuous improvement across all departments. Key Responsibilities: 1. Operational Leadership • Oversee and manage the lodge’s daily operations, ensuring smooth coordination across departments including front office, housekeeping, food & beverage, maintenance, and guided activities. • Ensure compliance to operational policies and procedures to maintain efficiency and guest experience • Ensure compliance with safety, health, and environmental regulations. 2. Guest Experience & Service Excellence • Maintain high standards of hospitality and service, ensuring guest satisfaction and addressing any concerns or complaints promptly. • Work closely with department heads to create a seamless guest experience, including quality control in accommodation, dining, and activities. • Monitor guest feedback through the existing guest experience feedback platform and implement continuous improvement measures. 3. Financial & Resource Management • Assist COO in budget preparation, cost control, and financial planning to achieve operational efficiency and profitability. • Monitor and optimise resource allocation, ensuring sustainability and cost-effectiveness in all operations. • Ensure proper inventory management and procurement procedures. 4. Sustainability & Environmental Responsibility • Ensure that all lodge operations align with environmental conservation and sustainability goals. • Implement and oversee eco-friendly initiatives to support responsible tourism and biodiversity conservation. • Encourage staff engagement in sustainable operational practices. 5. Team Leadership & Development • Lead, mentor, and develop department managers and their teams to achieve high performance. • Conduct performance evaluations, identify training needs, and foster a culture of continuous learning and improvement. • Promote teamwork and effective communication across all levels. 6. Stakeholder & Community Engagement • Maintain positive relationships with local communities, government agencies, and conservation organisations. • Represent the lodge in industry events and networking opportunities. • Ensure compliance with local regulations and business licensing requirements. 7. Safety & Security Compliance • Ensuring all safety and security audit points are in compliance. • Ensuring food safety implementation particularly HACCP is being practiced and adhered by all team members and visitors • Head the Safety and Security committee to ensure adherence at all times. Job Requirements: • Bachelor’s degree in Hospitality Management, Business Administration, Tourism, or a related field. • Minimum of 8–10 years of experience in hospitality management, with at least 5 years in a senior operations role, preferably in an eco-lodge or remote resort setting. • Strong leadership, organisational, and problem-solving skills. • Excellent communication and interpersonal abilities. • Financial acumen, including experience with budgeting, forecasting, and cost management. • Passion for sustainability, conservation, and eco-tourism. • Ability to work in a remote environment and adapt to dynamic operational challenges. Preferred Qualifications: • Experience in sustainable tourism operations or working within protected areas. • Knowledge of local cultural and environmental conservation efforts in Sabah. • Fluency in English; knowledge of Bahasa Malaysia or other local languages is an advantage. About Borneo Rainforest Lodge 01. Located in the Danum Valley Conservation Area, a 130-million-year-old rainforest. 02. Features 30 premium and deluxe chalets. 03. Offers activities such as guided hikes, cycling, rafting, wildlife sightings, and educational tours. 04. Certified 5-Star & Green Hotel by MOTAC (2024-2027). 05. Holds Global Sustainable Tourism Council Certification. 06. Winner of multiple World Luxury Hotel Awards. 07. Recognised by TripAdvisor’s Travellers’ Choice (2020, 2021, 2023, 2024). Benefits 01. Group Insurance Life (employee only), Personal Accident (employee only), Hospitalisation & Surgery (employee only), Outpatient (employee and approved dependents), Dental - employee and approved dependents). 02. Accommodation at Borneo Rainforest Lodge (shared duplex house). 03. 14 days annual leave (available after probation). This role presents a unique opportunity for a dedicated hospitality professional to contribute to the success and sustainability of Borneo Rainforest Lodge while delivering exceptional guest experiences in one of the world’s most oldest rainforest – 130 million years old.