POSITION SUMMARY:

The Director of Resort Amenity Services is responsible for overseeing the planning, coordination, and management of all guest-facing amenities within the resort. This includes recreational facilities, guest programming, pool and water attractions, fitness center, golf simulator, the dining experience across amenity outlets, and any other leisure services. This role ensures that all amenities operate at the highest level of service, safety, and profitability while delivering a refined guest experience consistent with the resort’s brand standards.

 

POSITION RESPONSIBILITIES:

 

Leadership and Operations

  • Strategically oversee and direct the daily operations of all resort amenities, from pools and water attractions to the fitness center, golf simulator and activities, ensuring a seamless and world-class guest experience.
  • Champion and uphold the resort's hospitality service standards, ensuring the consistent delivery of impeccable guest service that exceeds expectations across all amenity departments.
  • Architect and implement operational policies, procedures, and service standards that not only align with the resort's vision but also elevate the brand.

 Guest Experience

  • Curate and anticipate guest needs to deliver a seamless, elevated experience at every touchpoint.
  • Proactively anticipate guest needs and refine amenities and services to exceed expectations, ensuring every interaction reflects the resort's luxury standards.
  • Monitor and analyze guest feedback and satisfaction scores to continually elevate service standards and enhance the overall guest journey.
  • Coordinate special programs, activities and events to create distinctive and memorable experiences that set the resort apart. 

Team Management

  • Discern and attract top talent with a passion for guest service and a keen eye for detail.
  • Recruit, train, and lead a team of hospitality professionals who are passionate about delivering an exceptional guest experience.
  • Develop and implement rigorous training programs that instill a culture of refined service and professional excellence.
  • Conduct regular performance evaluations and provide targeted coaching and mentorship to foster a team dedicated to excellence.

  Financial & Strategic Management

  • Develop and manage budgets for all amenity operations.
  • Monitor revenues, expenses, and profitability of various services.
  • Implement strategies to maximize utilization and revenue opportunities.
  • Manage vendor relations and agreements to capitalize on all relationships, focusing current and growth opportunities to enhance the guest experience and resort profitability

 Compliance & Safety

  • Ensure compliance with health, safety, and regulatory standards.
  • Maintain facilities, equipment, and programs in top condition.
  • Partner with facilities and maintenance teams to address maintenance and upgrades.

 

This job description is not intended to be an all-inclusive list of duties and responsibilities. Management reserves the right to modify duties or assign other responsibilities at any time, with or without notice, to meet business needs.

 

QUALIFICATIONS:

  • Bachelor’s degree in Hospitality Management, Sports Management, Business Administration, or related field.
  • Minimum 5-7 years of progressive leadership experience in luxury hospitality, resort operations, or amenity management.
  • Strong background in guest services, recreational programming, and wellness operations.
  • Proven financial acumen with budgeting, forecasting, and P&L management.
  • Excellent leadership, communication, and interpersonal skills.
  • Ability to work flexible hours, including evenings, weekends, and holidays as needed.