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  • Posted: Nov 15, 2021
    Deadline: Not specified
  • A leading global developer and operator of destination resorts, ultra-luxury hotels and residences, innovative entertainment and gaming experiences, and immersive lifestyle destinations, we operate four distinctive brands – Atlantis Resorts and Residences, One&Only Resorts, Mazagan Beach & Golf Resort and SIRO Hotels. People are at the heart of ever...
    Read more about this company


    Director of Operations

    About the job
    Key Duties and Responsibilities

    1. Brand standards, guest service and quality

    •  Drive engagement and compliance of all One&Only Kerzner International programs
    •  Ensure service programs are in place and delivered
    •  Provide coaching and feedback to managers and colleagues on service and operational standards, including feedback on even the smallest service and operational details
    •  Review and follow up on property Reviewpro and TripAdvisor scores and comments and assist to provide feedback to guests
    •  Manage relationships with in-house and regular guests, organisers, decision makers
    •  Participate in Resident Manager programme and drive LQA standards of service

    2. Revenue Generation

    •  Manage and sustain sales and marketing strategy for F&B and Spa and Fitness
    •  Develop innovative means for capturing new streams of revenue through property amenities, activations and events
    •  Coach and reinforce a colleague selling strategy that takes advantage of property services
    •  Review and work with appropriate revenue management reports

    3. Financial Performance

    •  Measure, analyze, and communicate property performance using a variety of financial or non-financial data including controllable costs, sales revenue, guest satisfaction, and colleague engagement data
    •  Assist Heads of Department in preparing annual departmental operating budgets, capital expenditure and labour budgets
    •  Control and analyze departmental costs to ensure performance is within budget
    •  Complete Month End Analysis – including P&L Critique and Monthly Business Report content

    4. Leadership and Coaching

    •  Ensure ongoing development of managers with respect to recruitment, performance appraisals, counseling, coaching, training and disciplinary action
    •  Monitor local hiring and compensation trends for similar positions through benchmarking
    •  Support recruitment efforts from various sourcing channels through Human Resources
    •  Attend/lead daily morning briefings and any other meetings as scheduled
    •  Create and support clear lines of responsibility for management team, including coverage and oversight throughout the day


    •  Initiate Opex projects to improve physical presentation and condition of the resort
    •  Initiate annual capex plan as part of the Budget cycle in consultation for relevant managers
    •  Act as a project manager for the execution of capex projects


    • Grade 12 or equivalent
    • A hospitality related qualification or similar
    • 4-5 years extensive working experience in a senior leadership role in a luxury hotel or multi venue restaurant operation

     Financial management skills e.g. ability to analyze P&L statements, develop operating budgets, forecasting and capital expenditure planning

    • Computer literate, with strong working knowledge of Microsoft Word, Excel, Outlook, PowerPoint, CRM systems
    • Advanced knowledge of the principles and practices within Food & Beverage/Hospitality profession
    • Proficient in finance, revenue generation guest services and team development
    • Ability to study, analyze, and interpret complex activities
    • Strong leadership skills and interpersonal communication skills
    • Highly developed communication skills to negotiate, convince, sell, and influence other managerial personnel, hotel guests, and /or corporate clients
    • Highly organized and able to prioritize and meet deadlines in a fast-paced environment

     Ability to evaluate business trends, determine applicability to customer profile and modify business strategies accordingly

    •  Knowledge of purchasing, inventory controls, supplies and equipment
    •  Ability to take constructive action independently
    •  Ability to network and build relationships to grow the business
    •  Effective decision-making skills; can choose a course of action amongst options involving uncertainty or risk
    •  Strong problem-solving skills; encourages new innovative solutions when appropriate
    •  Effective change management skills
    •  Strong customer and colleague relation skills

    4. Core VAlues & Competencies

    Blow Away The Customer

    •  I care and work towards exceeding the expectations of my customers
    •  I am proactive and deliver unique and everlasting memories for our customers

    Develop Passionate and Committed People

    •  I am committed to being thoughtful towards our colleagues
    •  I am passionate about my role

    Continuously Strive for Perfections (good enough never is)

    •  I constantly seek new ways and ideas to improve what I do
    •  I am inspired to make a difference

    Achieve Sustainable Bottom Line Performance

    •  I am honest and fair
    •  I take responsibility and contribute towards the financial performance of where I work

    5. Functional competencies


    •  I present a professional image according to established standards


    •  I adapt my behavior to cultural characteristics of the situation
    •  I welcome and solicit opinions from all relevant people when making decisions

    Functional Skills and Knowledge

    •  I understand the full scope of my duties and demonstrate initiative
    •  I take responsibility for my actions

    Planning & Organizing

    •  I anticipate the impact of initiatives and plan accordingly
    •  I am able to manage multiple objectives and priorities effectively
    • Team Management & Development / Influencing & Working with Others
    •  I identify potential colleagues and develop them for their success and the benefit of the organization
    •  I am a mentor and coach to my colleagues to develop them

    Where Colleagues do not have anyone to supervise, then the competency will be replaced by with the following 2 behaviors:

    •  I am a mentor and coach to my colleagues to develop them
    •  I motivate other colleagues towards the common goals of the organization

    Problem Solving & Decision Making

    •  I create an environment that supports logical decision making
    •  I identify and solve issues and assume responsibility in risky decisions

    Innovation & Creativity

    •  I regularly seek new opportunities for change
    •  I drive the implementation of change initiatives

    Drive for results

    •  I set clear, realistic and challenging goals for my department & team
    •  I communicate the business targets to my team/peers and am able to steer them to achieve the results

    Method of Application

    Send your application to

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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