Vice President of Operations

The Vice President of Operations functions as the strategic hospitality business leader with responsibility for all aspects of resort operations, engineering & facilities, golf, gardens operation, food & beverage, and merchandise across a 2,500-acre destination resort.

This role ensures every aspect of the guest and host experience reflects the resort’s commitment to exceptional hospitality, operational excellence, safety, and financial performance.

• Ensure high standards of service and guest satisfaction, with a focus on personalized experiences.
• Act as a steward and key leader for reinforcing our Lead with Love culture as well as provide leadership to inspire others to Create Memories Worth Repeating® for our guests.
• Serve as a trusted strategic advisor to the VP & General Manager.
• Develop and execute operational strategies aligned with the resort’s and gardens’ long-term vision and business objectives.
• Ensure operational consistency across all guest touch-points.
• Lead, coach, and mentor senior operational leaders while fostering a culture of accountability, collaboration, innovation, and continuous improvement.
• Champion the Herschend Heartspitality culture with a focus on engagement, development, retention, and service excellence.
• Lead organizational change initiatives and operational transformation projects across multiple departments.
• Create and support clear lines of responsibility for management team, including coverage and oversight throughout the day.
• Walk the property daily to ensure public spaces, grounds, work, and kitchen areas meet sanitation and cleanliness/maintenance standards.
• Review and follow up, when necessary, on all guest surveys, comments, social postings, etc. to ensure our NPS goals are achieved.
• Resolve complex operational and guest service issues when necessary.
• Foster a culture of safety for guests and associates.
• Ensure compliance with all federal, state, and local regulations.
• Oversee emergency preparedness and business continuity planning.
• Monitor risk management programs and operational compliance initiatives.

• Develop and manage multi-million-dollar operating budgets and prepare monthly forecasts.
• Participate in annual strategic planning and long-range business initiatives.
• Manage the flow of labor between departments to support effective management of the labor budget and achievement of profitability goals.
• Manage property operations and department budgets, ensuring service programs meet company and property standards.
• Drive revenue optimization while maintaining disciplined expense management.
• Measure, analyze, and communicate property performance using a variety of financial/non-financial data including controllable costs, sales revenue, guest satisfaction, and host engagement data.
• Identify opportunities to improve profitability through process improvements, operational efficiencies, and strategic investments.
• Collaborate with Finance on forecasting, capital planning, and long-term financial strategy.

• Partner with the Director of Engineering to develop and oversee preventative maintenance programs and work order tracking for all facilities, infrastructure, utilities, and mechanical systems across the property.
• Assist with the planning and execution of capital improvement.
• Ensure compliance with all regulatory, environmental, and safety standards.

• Ensure operational readiness, guest safety, and exceptional presentation of grounds and attractions.
• Coordinate cross-functional operational planning for seasonal programming, special events, and peak demand periods.

• Provide executive oversight of all restaurants, lounges, catering, banquets, culinary operations, and beverage programs.
• Ensure operational excellence, profitability, quality standards, and outstanding guest service.
• Partner with culinary and restaurant leadership to enhance dining experiences and maximize revenue opportunities.

• Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred.
• Minimum 10 years of progressive leadership experience in hospitality, destination resorts, theme…