Director of Club Operations

Relocation assistance available.

About the Role

This position functions as the strategic business leader for the property's Resort Experience operations. Makes management decisions and provides departmental guidance for all Resort operations related activities to include the Spa, Concierge (virtual concierge), Recreation / Health Club, Pool, and Guest activities. Manages Spa Director, Recreation Manager, and Guest Experience Manager. Develops and manages resort activity programs (e.g., coordinates activities, purchases equipment and supplies, etc.). Manages pools, health club, and kid’s club, including overall maintenance, daily upkeep, and cleanliness. Provides and models service behavior to guests and employees. Reinforces appropriate culture to provide service to guests. Conducts administrative activities to ensure employees are treated in a fair and equitable manner for Spa, Concierge (virtual concierge), Recreation / Health Club, and other appropriate Resort Operations related teams.

Works with direct reports (department managers) to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. Ensures “Resort Experiences” meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues, and maximizes the financial performance of the department.

Responsibilities

• Develops and manages resort activity programs, including coordination of activities and purchase of equipment and supplies.
• Manages property Spa Operations, including spas suites, massage rooms, salons, boutiques, treatments, fitness studios and programs, and pool areas.
• Manages Resort Pool and Recreation Experience, including lazy river, water slides, adult and kid pools, and maintains life safety standards in all water experience areas.
• Coordinates pool deck activities and plans pool deck special events.
• Oversees execution of the Virtual Concierge Computer Program to personalize guest experiences.
• Oversees Kids Club Room, program activities, and Nickelodeon Experience.
• Coordinates with Guest Services on daily recreation schedules and activities.
• Executes overall guest experiences for key holidays, high leisure demand periods, and community events.
• Coordinates group experience activities on property and oversees lobby library and special events.
• Develops and coordinates all resort events such as guest barbecues, wine tasting, farmer markets, Easter egg hunts, and Wii bowling tournaments for both kids and adults.
• Serves as liaison with vendors to support events and attends to the needs of simultaneous activities.
• Manages daily maintenance and cleanliness of pools, health club, and kid’s club, including inspections and coordination of fixes with vendors or in-house teams.
• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement.
• Develops strategies to address areas needing improvement based on associate and guest satisfaction results.
• Ensures effective departmental communication and information systems through logs, meetings, and property-wide updates.
• Leads cost containment efforts, including organizational restructuring when necessary.
• Coaches and supports guest experience departments to manage occupancy, rate, wages, and controllable expenses.
• Identifies key drivers of business success and keeps leadership focused on critical goals.
• Champions and executes the brand’s property experience vision.
• Manages and develops Spa Director, Recreation Manager, and Guest Experience Manager to maximize performance.
• Fosters employee commitment to excellent service and models desired behaviors.
• Ensures recognition across all guest experience areas and incorporates guest satisfaction into staff meetings.
• Hires and develops guest experience operations management team members with strong functional expertise and leadership skills.
• Provides excellent customer service and ensures all employees understand the brand service culture.
• Tours the property regularly to speak with employees and guests, assess operational opportunities, and address challenges.
• Leads by example, demonstrating self-confidence, energy, and enthusiasm.
• Motivates staff to solve guest and employee concerns and assists in understanding guests’ evolving needs.
• Stays visible and interfaces with customers to obtain feedback on service quality and satisfaction.
• Conducts weekly meetings with resort operations managers and staff.
• Coordinates or supports training activities for all employees.
• Conducts timely performance reviews and promotes fair treatment and open-door policies.
• Ensures appropriate staffing levels to exceed guest expectations and meet hospitality requirements.
• Communicates goals and results with employees and ensures administrative activities (e.g., payroll) are completed on time.
• Sets goals and expectations for direct reports and holds staff accountable for performance.
• Solicits employee feedback and reviews satisfaction results to address concerns.

Requirements

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years of experience in the spa, guest services, front desk, sales and marketing, or related professional area.
• OR 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years of experience in the spa, guest services, front desk, sales and marketing, or related professional area.

Pay

$80,000-$105,000 annually. Bonus eligible.

Schedule

Full time. On-site at 501 5th Ave NE, St Petersburg, Florida, United States, 33701.