DIRECTOR OF OPERATIONS

Description

Essential Purpose: To provide strategic and operational leadership for resort departments including Food & Beverage and Golf Operations. The Director of Operations supports the General Manager in driving property-wide performance, executing key business plans, enhancing guest satisfaction, and aligning day-to-day operations with long-term strategic goals.

Essential Duties:

• Direct and oversee daily operations of Food & Beverage and Golf departments; ensure exceptional guest service, operational efficiency, and financial performance.
• Lead and mentor department heads, fostering a collaborative and results-driven team culture across all operating departments.
• Participate in the development and execution of annual budgets, forecasts, and business plans in partnership with the General Manager and department leaders.
• Monitor key performance metrics and financial results; implement strategies to address variances and improve profitability and service quality.
• Establish and enforce standard operating procedures and service standards to maintain consistency and excellence across all guest touchpoints.
• Support labor planning and cost control initiatives to maximize productivity while maintaining a high level of service.
• Drive continuous improvement initiatives and operational innovations, ensuring processes are efficient, compliant, and aligned with resort goals.
• Serve as acting General Manager in their absence, with full operational authority.
• Collaborate with Sales, Marketing, and Revenue Management to align service delivery with revenue-driving initiatives.
• Champion a guest-first culture; personally engage with guests to resolve concerns and cultivate loyalty.
• Ensure departmental compliance with all health, safety, licensing, and labor regulations.
• Facilitate cross-functional communication and planning between operating departments and support functions such as HR, Finance, and Engineering.
• Participate in property walk-throughs and inspections, identifying opportunities to enhance presentation, safety, and functionality.
• Assist in talent recruitment, onboarding, coaching, and disciplinary processes; develop succession plans for key leadership roles.
• Lead or support resort-wide initiatives such as capital projects, technology integrations, or brand enhancements as assigned by the General Manager.
• Promote strong vendor relationships and ensure alignment with service agreements and purchasing strategies.
• Champion systematic process improvement projects and consistently leverage technology to optimize each department’s operational efficiency. 
• Conduct regular property walk-throughs to identify service gaps, safety concerns, and facility improvement opportunities.

Requirements

Knowledge + Education: Bachelors degree in Business Management, Hotel Management, Finance or equivalent experience, preferred. English fluency required. Must have a minimum five years of progressive leadership experience in resort operations, preferably in a multi-outlet, high-touch service environment. Must be able to analyze a profit and loss statement, and extrapolate information from it and related reports in order to react with impactful strategies. Computer knowledge required. Must have working knowledge of accounting systems and property management systems. 

Skills: Demonstrated ability to manage operations to ensure luxury resort customer service. High level understanding of all business functions and aptitude in sound decision-making and problem-solving in pressure situations. Ability to collaborate with senior leadership to develop and implement plans for the operations infrastructure of systems, policies, processes, and team members. Strong project management skills and demonstrated ability to lead individuals and teams through change. Strong written and verbal communication skills and analytical and financial acumen. Ability to set and manage deadlines with a high level of responsibility and autonomy. Excellent interpersonal, presentation and public speaking skills with an ability to comfortably and energetically publicly present the company. Detail oriented. Organized and efficient. Safety-minded. High quality standards for production and service. Good team player. Customer service focus. Ability to effectively manage staff to maintain a high level of morale and productivity. Must be decisive, with global analytical skills.

Physical Demands: Stands/walks approximately 30% of shift. Sits at desk or in meetings approximately 70% of shift. Moderate use of phones daily, throughout work hours. Uses personal computer approximately 10% of shift. Frequent use of stairs, daily. Must be able to work well under pressure. Must be flexible to work long, sometimes irregular work hours. Requires extensive reading and analysis.