Complex Director of Recreation

The Director of Recreation is responsible for the strategic leadership, operational management and financial performance of all recreation related activities within the resorts. This role ensures the delivery of exceptional guest experiences aligned with luxury hospitality standards while driving ancillary revenue opportunities, maximizing profitability and maintaining the highest levels of service excellence.

The ideal candidate will possess extensive luxury hotel or resort experience, a strong understanding of Forbes Five Star service standards and demonstrated success in managing operations that contribute meaningfully to guest satisfaction, colleague engagement and revenue growth

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

Leadership & Operations

• Direct and oversee all recreation operations, including pools, beach, splash park, fitness programs, children's activities and special activations.
• Develop and implement innovative recreational programs that enhance the guest experience and differentiate the resorts within the luxury market.
• Ensure seamless daily operations with a strong focus on safety, quality, guest satisfaction and service consistency.
• Recruit, train, coach and develop a high performing team.
• Foster a culture of excellence, accountability and guest centric service.

 

Forbes Five Star & Luxury Service Standards

• Lead the department in delivering exceptional luxury guest experiences consistent with Forbes Five Star standards.
• Conduct regular service audits, inspections and quality assurance reviews.
• Develop and execute action plans to exceed guest expectations and continuously improve service delivery.
• Ensure all team members are trained on luxury hospitality etiquette, personalization and anticipatory service.

Financial Management & Revenue Generation

• Develop and manage annual departmental budgets, forecasts and operating plans.
• Monitor labor costs, expenses, productivity metrics and departmental profitability.

• Guest Experience

  • Actively engage with guests and VIPs to ensure exceptional service and personalized experiences.
  • Resolve guest concerns promptly and professionally.
  • Utilize guest feedback, surveys to continuously enhance recreational offerings.
  • Ensure compliance with all health, safety, environmental and regulatory requirements.
  • Maintain emergency response procedures and risk management protocols.
  • Oversee the proper maintenance and operational readiness of recreation facilities and equipment.
        SPECIFIC EXPERIENCE WE ARE SEEKING: 
  • Minimum of 5-10 years of progressive leadership experience in luxury hotel or resort recreation operations.
  • Proven experience managing large teams in a luxury hospitality environment.
  • Strong financial acumen with demonstrated success in budgeting, forecasting, cost control and revenue generation.
  • Experience developing and growing ancillary revenue streams.
  • Excellent leadership, communication and interpersonal skills.
  • Exceptional organizational and project management abilities.
  • Previous experience within a Forbes Five-Star, AAA Five Diamond or equivalent luxury hospitality environment.
  • Strong understanding of Forbes Travel Guide standards and luxury guest expectations.
  • Experience overseeing beach, water sports or resort activity programs.
  • Multilingual abilities are considered an asset.

                 Salary range USD$75,000-$95,000 per annum, plus an annual bonus.