Job Information
IHG Director of Operations (Pre-Opening) - Mangala Estate Kuantan, Vignette Collection by IHG in Thailand
About Mangala Estate Kuantan, Vignette Collection by IHG
Nestled within a nature-rich estate of lush greenery and palm plantations, Mangala Estate Kuantan, Vignette Collection by IHG, is an idyllic 67-villa sanctuary and the first of its kind in Malaysia. Inspired by the healing of the land and water, this eco-luxury retreat is a haven for over 100 bird species, offering guests a rare connection to the environment.
As part of IHG’s Vignette Collection, the property celebrates its unique character and authentic soul while upholding the "Means for Good" hallmark through a deep commitment to sustainability. From private pool villas and farm-to-table dining to a holistic wellness experience set against tranquil lakes, the estate is crafted for those who appreciate depth, authenticity, and a refined sense of place.
What Is The Job?
Provide strategic and operational leadership across all resort operations to deliver exceptional guest experiences, operational excellence, and strong financial performance. As a key member of the Executive Committee, the Director of Operations partners closely with the General Manager to translate brand standards and owner objectives into day-to-day operational execution across Rooms, Food & Beverage, Wellness and Guest Experience functions.
Your Day to Day
People
Lead, coach, and inspire Heads of Department across Operations to build a high-performance, guest-centric culture aligned with brand values.
Set clear performance expectations, development plans, and succession pipelines for operational leadership roles.
Foster strong cross-functional collaboration across Operations, Engineering, Finance, Commercial, and People and Culture teams.
Champion colleague engagement, learning, and wellbeing, maintaining strong leadership visibility and presence in operations.
Operations and Commercial Performance
Oversee daily resort operations to ensure seamless service delivery, brand compliance, and operational consistency across all guest touchpoints.
Translate business strategy into operational plans that drive efficiency, productivity, and service innovation.
Partner with the General Manager and Commercial team on pricing, demand strategy, and guest mix to optimize RevPAR, GOP, and overall profitability.
Use operational data, guest feedback, quality audits, and market insights to identify risks and opportunities and implement corrective actions proactively.
Guest Experience
Act as a visible brand ambassador, ensuring brand standards and service rituals are consistently delivered.
Personally manage and resolve complex or high-profile guest situations with discretion, empathy, and urgency.
Embed a culture of anticipatory service, personalization, and attention to detail across all operational teams.
Review guest feedback and reputation metrics regularly and translate insights into measurable service improvements.
Financial and Asset Stewardship
Partner closely with Finance to manage departmental budgets, cost controls, labour productivity, and operational efficiencies.
Drive disciplined, ROI-focused decision-making for operational initiatives, service enhancements, and capital investments.
Ensure optimal utilization, care, and maintenance of resort assets in collaboration with Engineering and Finance teams.
Responsible Business
Ensure compliance with brand standards, health and safety requirements, labour legislation, and local regulatory obligations.
Champion sustainability initiatives and responsible luxury practices in line with IHG and Vignette Collection commitments.
Support owner relationships through transparent communication, operational reporting, and delivery against agreed objectives.
Perform other duties as assigned and act as Manager on Duty when required.
Accountabilities
This role is the most senior operational leadership position in the resort, overseeing all core operating departments.
Directly leads multiple Heads of Department and is accountable for guest experience, operational performance, service quality, and cost efficiency across the property.
What We Need From You
Bachelor’s degree in Hospitality Management, Business Administration, or a related field; advanced qualifications preferred.
Currently operating as a Resort Manager or Director of Operations (number two in the resort), with a minimum of three years’ prior experience as a Rooms Division Manager within a four or five-star internationally branded resort environment.
Strong operational background across Rooms, with additional exposure to Food and Beverage within a luxury or ultra-luxury hospitality setting.
Proven ability to lead large, diverse teams and influence effectively at Executive Committee and ownership level.
Highly guest-focused, with a demonstrated track record in team development, critical thinking, and solution-oriented decision-making.
Commercially astute, with a strong understanding of P&L drivers, labour optimization, and service-led revenue growth.
Fluency in English and the local language is essential; additional languages are a distinct advantage.
How do I deliver this?
We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG® resorts.
Each IHG® resort brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.
True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner
There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.