Operations Director

Description

Job Summary: The Operations Director manages the integrated resort operation, ensuring excellence in guest experience, operational efficiency, and sustainable results. Key Highlights: 1. Integrated management of resort operations for excellence and results. 2. Strategic leadership of teams and alignment of processes. 3. Focus on customer satisfaction, profitability, and innovation. *The Operations Director is responsible for the integrated management of the entire resort operation, ensuring excellence in guest experience, operational efficiency, sustainable financial results, and compliance with quality, safety, and brand standards.* *Responsibilities:* * *Management of the leadership team.* * *Recruitment and selection of managers in collaboration with HR.* * *Development* *and* *monitoring* *of* *performance* *indicators* *in* *conjunction* *with* *the* *CEO.* * *Monthly and daily meetings with managers and coordinators to align and validate operational topics.* * *Planning and development, together with managers, of activity workflows aiming for efficiency and* *effectiveness.* * *Authorization of internal procurement and requisition processes; technical visits by large groups and event alignment.* * *Assistance* *in* *defining* *marketing* *strategy* *to* *maximize* *operational* *revenue* *(PDVs).* * *Negotiation and monitoring of outsourced contracts; preparation of the operational budget and forecasting needs assessment.* * *Cost and expense reduction initiatives.* * *Market analysis, benchmarking against key competitors, and pursuit of innovations to maintain product and service quality.* * *Development of operational policies and guidelines.* * *Support for the executive team in developing strategic contingency plans or improvements to ensure business continuity.* * *Monitoring of qualitative metrics, responses to user feedback on platforms (TripAdvisor, Booking, Expedia, Hotéis.com), and action plans for improvement in collaboration with leadership.* * *Identification of maintenance needs across operational departments and submission of adjustment requests.* * *Making decisive operational decisions; establishing strategic goals.* * *Planning and monitoring business activities to ensure smooth operations.* * *Providing constructive feedback.* * *Evaluating business performance and implementing improvements; pursuing customer satisfaction.* * *Promoting profitability.* * *Ensuring organizational compliance with applicable laws and internal regulations.* Requirements: * Bachelor’s degree completed in Tourism, Hospitality, or related fields. * Postgraduate degree/MBA preferred. * Minimum 4 years’ experience as Operations Director or equivalent role (e.g., Operations Manager or General Manager) in leisure establishments (resorts). * Knowledge of lodging industry legislation, consumer protection law, labor law, food hygiene and safety regulations. * Willingness to relocate and reside in Teresópolis, RJ.