Chief Operations Officer - Hotel & Resort Operations

Role Overview:

We are seeking a seasoned hospitality leader to drive operational excellence, guest experience and commercial performance across a multi-location resort portfolio.

The role will lead hotel and resort operations through regional business heads, with end-to-end accountability for P&L performance, service standards, owner relationships, people leadership and operational governance. The mandate includes strengthening a performance-driven culture while ensuring consistency, efficiency and differentiation across the portfolio.

Key Responsibilities:

- Hotel and resort operations: Lead multi-location operations through regional business heads, driving service standards, cost efficiency, staff productivity and adherence to operating SOPs.

- Guest Experience: Elevate service quality and guest satisfaction through consistent standards, feedback mechanisms, training and on-ground governance.

- Commercial Performance: Own operating P&Ls and drive key metrics including occupancy, Gross Operating Profit (GOP) and Revenue per Available Room (RevPAR), in collaboration with Sales, Marketing and Revenue teams.

- People Leadership: Mentor General Managers and business leaders; strengthen talent development, hiring, engagement and productivity across resort teams.

- Owner & Stakeholder Management: Build effective relationships with property owners and management contract partners, ensuring contractual commitments and service-level agreements are met.

- Governance & Compliance: Drive audit readiness, regulatory compliance, safety, hygiene, sustainability and quality standards across the portfolio.

- Cross-Functional Collaboration: Partner with HR, Finance, IT, Procurement, Revenue and Customer Experience teams to strengthen operational effectiveness and business outcomes.

Candidate Profile:

- 22+ years of leadership experience in hotel or resort operations, with demonstrated success in managing large, geographically distributed portfolios.

- Degree in Hospitality or Business; an MBA would be preferred.

- Proven track record of P&L ownership, commercial performance improvement and operational excellence.

- Strong experience in guest experience management, service quality and hospitality standards.

- Demonstrated capability in leading large teams, developing senior leaders and managing property owners and other key stakeholders.

- Strong business acumen, strategic orientation and the ability to drive change, accountability and performance across locations.

The Opportunity:

An enterprise-level leadership role offering the opportunity to shape hotel and resort operations, elevate guest experience and drive sustainable business performance across a growing hospitality portfolio.