Director of Resort Operations

Job Description

Job Description

Our Property:

Captiva Island has been the destination of choice for generations of families. South Seas, for many, is where the destination has come to life. The 330-acre retreat and wildlife nature preserve on the Florida Gulf Coast offers elevated coastal experiences and world-class amenities designed to appeal to a multitude of guests. Join this passionate and hardworking team and enjoy working in paradise.

Our Core Values:

We are in the business of creating an authentic sense of place for families to return to time and time again while committing ourselves to creating memorable and fun experiencers through passionate, attentive service. This mantra is reflected in everything we do and every interaction we have whether it be in hospitality operations management, asset management, development, or sales & marketing. Our values define who we are.

• Be Authentic
• Practice Humility
• Cultivate Teamwork
• Value Time
• Be Trustworthy

We offer a very competitive salary and generous benefits including:

• Low-cost Medical, Dental, Vision Plans
• Paid Life Insurance
• Short- and Long-Term Disability
• Paid Time Off & Holidays
• 401(k) with 100% match up to 4% match
• Commuter and Company-paid Toll Programs
• Complimentary Shift Meal

POSITION OVERVIEW

The Director of Operations oversees resort operations ensure the resort operates efficiently and delivers an exceptional guest experience across all departments. Reporting to the General Manager, the Director of Operations is empowered to work with all divisions, department heads, and staff members to achieve operational excellence and ensure desired results. This role involves developing budgets, achieving financial objectives, implementing control measures, and maximizing revenue and profitability for the Operations Division. The Director of Operations is also responsible for fostering a culture of accountability, innovation, collaboration and guest focused service throughout the resort. This role requires high visibility on property, including regular interactions with guests, owners and staff.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

Essential functions as defined are ILLUSTRATIVE ONLY and not a comprehensive listing of all functions and duties performed by incumbents within this classification. Essential duties and responsibilities may include, but are not limited to, the following:

Operational Leadership:

• Oversee, coordinate, and direct all operational functions within the Operations Division.
• Conduct regular property inspections to ensure consistent quality, safety, and compliance with brand standards.
• Develop and implement operational policies and procedures to align with company objectives and regulatory requirements.
• Collaborate with department heads to ensure workflows and priorities align with guest satisfaction and financial performance goals.

Team Management:

• Recruit, train, develop, and evaluate directors and department managers within the Operations Division.
• Provide mentorship and performance feedback to foster a high-performing and collaborative team culture.
• Address staffing needs, succession planning, and training programs to maintain operational excellence.
• Ensure employees comply with company policies and procedures, ensuring that service standards are met across all departments.

Guest Experience:

• Actively monitor guest satisfaction through feedback, reviews, and direct engagement, implementing improvements to enhance the overall guest experience.
• Resolve escalated guest complaints promptly and effectively, maintaining the resort's reputation for exceptional service.
• Ensure that all departments operate with a guest-first approach and that service levels exceed expectations.
• Enhance owner and guest experiences by developing and implementing plans to meet or exceed their expectations in alignment with brand standards.

Financial and Strategic Oversight:

• Assist in the development and management of the Operations Division budget, ensuring alignment with overall resort financial objectives.
• Monitor departmental expenses, implement control measures, and identify opportunities to maximize revenue and profitability.
• Lead the execution of short- and long-term strategies to improve financial performance and operational efficiency.

Collaboration and Communication:

• Lead staff meetings and other management functions as directed by the General Manager.
• Serve as a liaison between the General Manager and the Operations Division, ensuring seamless communication and alignment on priorities.
• Build and maintain strong working relationships with internal and external stakeholders, including vendors, partners, and community organizations.

Additional Responsibilities:

• Serve as Acting General Manager in the absence of the GM, assuming full operational responsibility.
• Lead the planning and execution of resort events and initiatives to drive guest engagement and revenue.
• Manage crisis response and emergency preparedness efforts to ensure guest and team safety.

Required Qualifications, Knowledge and Skills:

A candidate for this position must possess the following applicable qualifications, knowledge, skills and abilities and be able to demonstrate and provide applicable examples to support his/her competency.

• Bachelor’s degree in Business Administration, Hospitality Management, or related field.
• A minimum of five years’ experience in a high-volume hospitality environment, with leadership experience in operations.
• Strong knowledge of Rooms, Security, Recreation, Food & Beverage, Owner relations, and related resort functions required.
• Exceptional leadership and team building skills with a proven ability to inspire and motivate others to achieve excellence.
• Analytical mindset and strong problem solving and decision-making skills to address operational challenges effectively.
• Outstanding written and verbal communication skills, with a professional and approachable demeaner.
• Adept at presenting ideas and resolving conflicts tactfully.
• Ability to collaborate with all levels of the organization.
• Proficiency in Microsoft Office Suite and Property Management systems.
• Flexibility to work weekends, holidays, and irregular hours as necessary.
• A valid driver’s license.

PHYSICAL/MENTAL REQUIREMENTS:

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The ability to walk, kneel, reach, stop, and ascend/descend stairs through the resort property.
• Capability to work in varied terrains and environmental conditions as needed.

Timbers Company is a developer and operator of exceptional boutique hotels, residence clubs and resort communities located in some of the most sought-after destinations in the world. We are passionate about creating remarkable experiences with world-class hospitality while exposing our Owners and guests to the humble authenticity of every location that we call home.

While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel workload, rush jobs, or technological developments).

South Seas is an Equal Opportunity Employer committed to creating an inclusive work environment, and encourages, all qualified individuals apply, regardless of race, color, religion, sex, sexual orientation, gender identity, age disability, status as a Disabled Veteran, Three-Year Recently separated Veteran, Armed Forces, Service Medal Veteran and Active-Duty Wartime or Campaign Badge Veteran, or other protected status.