The Resort Operations Lead is responsible for the strategic and operational leadership of a diverse portfolio of hotels, lodges, and resorts within the Dream Hotels & Resorts portfolio. This role ensures that all properties operate efficiently, profitably, and in compliance with legal and statutory requirements.

The position requires a highly experienced hospitality professional with strong financial acumen, extensive food and beverage expertise, and a deep understanding of lodges. The ideal candidate will be a dynamic leader capable of leading multiple properties while developing and implementing innovative strategies for growth, profitability, and exceptional guest experiences.

Dream Hotels & Resorts lives by its 8 core values. Our team is dedicated to being reliable and accountable, fostering empathy to understand others' feelings and collaboratively find solutions, and prioritizing sustainability in environmental, financial, and social aspects. Rooted in humanity, trust, dynamism, excellence, and joy, we celebrate diversity, prioritize integrity, embrace creativity, pursue quality, and foster a joyful work environment to connect people with our surroundings and each other. These play a part in our day-to-day decision-making and operational requirements.

Job Overview:

The Resort Operations Lead will oversee a selection of the Dream Hotels & Resorts properties and all food and beverage operations for all Dream Hotels & Resorts properties, ensuring optimal performance across all departments, including Food & Beverage, Front Office, Housekeeping, Maintenance, and Sales & Marketing. This role requires extensive travel and the ability to spend extended periods (1-3 months) at individual properties as needed.

The Resort Operations Lead will play a pivotal role in budget management, financial oversight, strategic planning, and maintaining strong relationships with key stakeholders, including investors and directors. The candidate must be adept at leading a diverse team, improving operational efficiencies, and driving revenue growth.

Key Responsibilities:

• Provide strategic leadership and operational guidance to Property Custodians and property teams.
• Oversee all operational aspects of assigned properties, ensuring consistent service delivery and operational efficiency.
• Develop, implement, and monitor operational standards, policies, and procedures.
• Ensure compliance with all legal, health, safety, and environmental regulations.
• Oversee food and beverage operations across all Dream Hotels & Resorts properties, ensuring cost control, quality, and service excellence.
• Drive guest satisfaction initiatives, ensuring high service levels and exceptional customer experiences.
• Monitor financial performance, reviewing budgets, forecasts, and financial reports to optimize revenue and cost management.
• Develop and implement sales and marketing strategies to enhance occupancy rates and revenue.
• Manage procurement processes, ensuring optimal inventory control and supplier management.
• Conduct regular property inspections and audits to ensure brand standards are upheld.
• Oversee staff training, performance management, and talent development programs.
• Lead and manage renovations, refurbishments, and capital expenditure projects.
• Develop strong relationships with key stakeholders, including investors, directors, and suppliers.
• Conduct and lead board meetings, presenting financial and operational reports.
• Act as the primary point of contact for crisis management and problem resolution.
• Foster a high-performance culture, ensuring team motivation, engagement, and retention.
• Ensure implementation and adherence to sustainability and eco-friendly initiatives across properties.
• Monitor and analyse industry trends, competitors, and market opportunities to drive innovation and competitiveness.
• Oversee IT systems, digital platforms, and guest technology solutions to enhance operational efficiency.
• Maintain strong communication between corporate offices and on-site teams to ensure alignment with business objectives.
• Develop contingency plans for operational disruptions, including weather-related incidents and emergency situations.

Qualifications and Experience

• Minimum of 3 years in a senior operational role within the hospitality industry.
• Experience managing various types of properties, including lodges, business hotels, and resorts.
• Extensive expertise in food and beverage operations, encompassing menu planning, cost control, and service excellence. The ideal candidate must demonstrate visionary leadership and a creative approach to curating unique, property-specific food and beverage experiences that align with the brand’s identity and guest expectations.
• Strong financial acumen, including budget management, expense control, and revenue optimisation.
• Experience in strategic planning, marketing, and sales within the hospitality sector.
• Demonstrated ability to lead diverse teams and foster a culture of excellence.
• Ability to conduct and lead board meetings effectively.
• Knowledge of legal and statutory compliance requirements in the hospitality industry.
• Willingness to travel extensively and stay at properties for extended periods (1-3 months as needed).
• Resides in or willing to relocate to KwaZulu-Natal.

Contact information

Natasha-Lee Shunmugam