Director, Operations

Director of Operations Island Oaks RV Camping Resort Position Summary Island Oaks RV Camping Resort is seeking a seasoned, hands‑on Director of Operations to lead all aspects of resort operations and deliver exceptional guest experiences, team engagement, operational excellence, and financial performance. This executive leadership role is responsible for overseeing the day‑to‑day operation of all revenue‑generating and support departments, including Guest Services, Reservations, Housekeeping, Maintenance, Grounds, Food & Beverage, Recreation & Activities, Retail Operations, Events, Safety, and Security. The Director of Operations serves as a key member of the resort leadership team and is responsible for ensuring all departments operate efficiently, profitably, and in alignment with the resort's service standards and strategic goals. The ideal candidate is a proven hospitality professional with extensive experience leading multi‑department resort, hotel, RV resort, campground resort, or destination property operations. This is not an entry‑level position. The successful candidate must demonstrate strong financial acumen, operational expertise, team leadership, and a passion for creating memorable guest experiences while fostering a culture of accountability and excellence. Essential Duties and Responsibilities Resort Operations Leadership Provide strategic and operational leadership for all resort departments and daily business functions. Directly oversee and support department leaders across Guest Services, Reservations, Housekeeping, Maintenance, Grounds, Food & Beverage, Recreation, Events, Retail Operations, and Security. Ensure all departments operate efficiently, collaboratively, and in alignment with organizational goals. Establish and maintain operating procedures, service standards, and performance expectations. Lead weekly operational meetings to ensure communication, accountability, and continuity between departments. Maintain a visible presence throughout the property and actively engage with guests and team members. Evaluate operational performance regularly and implement initiatives that improve efficiency, guest satisfaction, and profitability. Guest Experience & Service Excellence Champion a culture of hospitality and service excellence throughout the resort. Ensure the delivery of exceptional guest experiences across all touchpoints. Monitor guest satisfaction metrics, online reviews, and feedback channels. Respond promptly and professionally to escalated guest concerns and ensure timely resolution. Develop and implement programs designed to increase guest loyalty, retention, and satisfaction. Ensure all guest‑facing areas consistently exceed cleanliness, safety, and presentation standards. Housekeeping & Resort Cleanliness Provide executive oversight of all housekeeping operations, including cabins, vacation rentals, bathhouses, laundry facilities, public spaces, clubhouses, and resort amenities. Ensure accommodations and public areas consistently meet or exceed cleanliness and quality standards. Develop and maintain inspection procedures and quality assurance programs. Monitor housekeeping productivity, labor management, inventory controls, and operational expenses. Collaborate with department leadership to ensure efficient accommodation turnover and readiness. Review guest feedback related to cleanliness and implement corrective action plans when necessary. Ensure compliance with all sanitation, health, and safety protocols. Maintain high standards of cleanliness and presentation throughout the resort and campground. Food & Beverage Operations Provide executive leadership for all food and beverage outlets, bars, concessions, catering operations, and special event food service. Ensure outstanding guest service, profitability, sanitation compliance, and operational consistency. Partner with culinary and food & beverage leadership to optimize menu offerings, labor management, and guest satisfaction. Monitor food costs, beverage costs, inventory controls, purchasing practices, and revenue performance. Identify opportunities to improve profitability while enhancing guest experiences. Maintenance, Grounds & Facilities Management Oversee resort maintenance, infrastructure, utilities, landscaping, groundskeeping, and asset preservation programs. Ensure the resort maintains exceptional curb appeal, functionality, and safety standards. Develop and enforce preventative maintenance programs to protect resort assets. Coordinate capital improvement projects and facility upgrades. Manage vendor relationships, service contracts, and project execution. Ensure RV sites, facilities, amenities, and public spaces are maintained to the highest standards. Financial Management & Revenue Optimization Lead operational initiatives that maximize profitability while maintaining service excellence. Assist in developing annual operating budgets, capital plans, and departmental forecasts. Monitor labor costs, departmental expenses, purchasing activities, and revenue performance.Analyze monthly financial statements, operational reports, and key performance indicators. Identify opportunities to grow occupancy, increase guest spending, and improve ancillary revenue streams. Support pricing strategies, promotions, and revenue management initiatives in response to changing market conditions. Produce accurate monthly operational and financial performance reports. Team Leadership & Human Resources Recruit, develop, mentor, and retain high‑performing department leaders and team members. Promote a culture of accountability, engagement, professionalism, and continuous improvement. Conduct regular performance evaluations and coaching sessions. Ensure department leaders clearly understand their responsibilities, authority, and performance expectations. Support succession planning and leadership development initiatives. Foster positive employee relations and maintain a productive work environment. Lead regular staff and management meetings to promote communication and teamwork. Compliance, Safety & Risk Management Ensure compliance with all federal, state, and local laws and regulations. Maintain compliance with OSHA, EEOC, Wage & Hour, health department, environmental, and safety requirements. Oversee risk management, emergency preparedness, and workplace safety programs.Ensure all departments adhere to company policies, procedures, and operational standards. Protect resort assets through proactive operational controls and preventative maintenance programs. Quality Assurance & Continuous Improvement Conduct regular property inspections and operational audits. Establish and maintain quality assurance standards across all departments. Develop corrective action plans to address operational deficiencies and improve performance. Monitor departmental goals and hold leaders accountable for results. Continuously seek opportunities to improve guest experiences, operational efficiencies, and financial performance. Qualifications Required Bachelor's degree in Hospitality Management, Business Administration, Resort Management, or related field preferred. Minimum of 7-10 years of progressive hospitality leadership experience. Minimum of 5 years in a Director of Operations, Resort Manager, Hotel Manager, Assistant General Manager, or similar senior leadership role. Demonstrated success overseeing multiple operational departments within a resort, hotel, RV resort, campground resort, destination resort, or hospitality environment. Strong experience leading Housekeeping, Maintenance, Grounds, Guest Services, Food & Beverage, and Recreation operations. Proven experience managing budgets, forecasting, labor controls, and P&L performance. Strong leadership, coaching, team‑building, and conflict‑resolution skills. Exceptional communication and organizational abilities. Ability to work flexible schedules, including weekends, holidays, and peak‑season operations. Proficiency with hospitality management systems, reservation platforms, and Microsoft Office Suite. Preferred RV Resort, Campground Resort, Outdoor Hospitality, or Destination Resort experience. Multi‑property or complex property operational leadership experience. Food & Beverage leadership experience. Experience managing seasonal operations, events, and large‑volume guest environments. Core Competencies Executive Leadership Hospitality Operations Management Financial Acumen & P&L Management Revenue Growth Strategic Planning Housekeeping Operations Food & Beverage Oversight Facilities & Asset Management Guest Experience Excellence Team Development & Coaching Quality Assurance Risk Management Change Management Project Management Vendor Relations Communication & Collaboration Equal Opportunity Statement NDM Hospitality is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. #J-18808-Ljbffr