Director of Operations (Pre-Opening) - Mangala Estate Kuantan, Vignette Col at IHG Career

Bangkok, , Thailand -

Full Time

Start Date

Immediate

Expiry Date

21 Jul, 26

Salary

0.0

Posted On

22 Apr, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational leadership, Strategic planning, Guest experience management, Financial performance management, Team development, Brand standards compliance, Revenue management, P&L management, Sustainability initiatives, Stakeholder management, Crisis management, Service innovation, Labor optimization, Asset management, Cross-functional collaboration

Industry

Hospitality

Description

About Mangala Estate Kuantan, Vignette Collection by IHG Nestled within a nature-rich estate of lush greenery and palm plantations, Mangala Estate Kuantan, Vignette Collection by IHG, is an idyllic 67-villa sanctuary and the first of its kind in Malaysia. Inspired by the healing of the land and water, this eco-luxury retreat is a haven for over 100 bird species, offering guests a rare connection to the environment. As part of IHG’s Vignette Collection, the property celebrates its unique character and authentic soul while upholding the "Means for Good" hallmark through a deep commitment to sustainability. From private pool villas and farm-to-table dining to a holistic wellness experience set against tranquil lakes, the estate is crafted for those who appreciate depth, authenticity, and a refined sense of place. What Is The Job? Provide strategic and operational leadership across all resort operations to deliver exceptional guest experiences, operational excellence, and strong financial performance. As a key member of the Executive Committee, the Director of Operations partners closely with the General Manager to translate brand standards and owner objectives into day-to-day operational execution across Rooms, Food & Beverage, Wellness and Guest Experience functions. Your Day to Day People * Lead, coach, and inspire Heads of Department across Operations to build a high-performance, guest-centric culture aligned with brand values. * Set clear performance expectations, development plans, and succession pipelines for operational leadership roles. * Foster strong cross-functional collaboration across Operations, Engineering, Finance, Commercial, and People and Culture teams. * Champion colleague engagement, learning, and wellbeing, maintaining strong leadership visibility and presence in operations. Operations and Commercial Performance * Oversee daily resort operations to ensure seamless service delivery, brand compliance, and operational consistency across all guest touchpoints. * Translate business strategy into operational plans that drive efficiency, productivity, and service innovation. * Partner with the General Manager and Commercial team on pricing, demand strategy, and guest mix to optimize RevPAR, GOP, and overall profitability. * Use operational data, guest feedback, quality audits, and market insights to identify risks and opportunities and implement corrective actions proactively. Guest Experience * Act as a visible brand ambassador, ensuring brand standards and service rituals are consistently delivered. * Personally manage and resolve complex or high-profile guest situations with discretion, empathy, and urgency. * Embed a culture of anticipatory service, personalization, and attention to detail across all operational teams. * Review guest feedback and reputation metrics regularly and translate insights into measurable service improvements. Financial and Asset Stewardship * Partner closely with Finance to manage departmental budgets, cost controls, labour productivity, and operational efficiencies. * Drive disciplined, ROI-focused decision-making for operational initiatives, service enhancements, and capital investments. * Ensure optimal utilization, care, and maintenance of resort assets in collaboration with Engineering and Finance teams. Responsible Business * Ensure compliance with brand standards, health and safety requirements, labour legislation, and local regulatory obligations. * Champion sustainability initiatives and responsible luxury practices in line with IHG and Vignette Collection commitments. * Support owner relationships through transparent communication, operational reporting, and delivery against agreed objectives. * Perform other duties as assigned and act as Manager on Duty when required. Accountabilities * This role is the most senior operational leadership position in the resort, overseeing all core operating departments. * Directly leads multiple Heads of Department and is accountable for guest experience, operational performance, service quality, and cost efficiency across the property. What We Need From You * Bachelor’s degree in Hospitality Management, Business Administration, or a related field; advanced qualifications preferred. * Currently operating as a Resort Manager or Director of Operations (number two in the resort), with a minimum of three years’ prior experience as a Rooms Division Manager within a four or five-star internationally branded resort environment. * Strong operational background across Rooms, with additional exposure to Food and Beverage within a luxury or ultra-luxury hospitality setting. * Proven ability to lead large, diverse teams and influence effectively at Executive Committee and ownership level. * Highly guest-focused, with a demonstrated track record in team development, critical thinking, and solution-oriented decision-making. * Commercially astute, with a strong understanding of P&L drivers, labour optimization, and service-led revenue growth. * Fluency in English and the local language is essential; additional languages are a distinct advantage. How do I deliver this? We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG® resorts. Each IHG® resort brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills. * True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests * True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay * True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs * True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

Responsibilities

The Director of Operations provides strategic and operational leadership across all resort departments to ensure exceptional guest experiences and financial performance. They partner with the General Manager to execute brand standards and drive operational excellence across rooms, food and beverage, and wellness functions.