Hotel Operations Director, Aulani Resort & Spa

Hotel Operations Director, Aulani Resort & Spa ($139,200 - $186,600)

Aulani, A Disney Resort & Spa, is more than an enchanting, family-friendly destination. We’ve combined the spirit of O`ahu with the magic of Disney to create a place where guests and cast members alike can feel the magic, can feel the spirit of the island and can truly feel welcome. Here, you’ll bring the spirit of the islands to life in every part of your role.

Are you ready to join this team and make an impact?

The Hotel Operations Director provides strategic and operational leadership for Front Office, Recreation, and Information Technology s role advances exceptional guest experiences, Cast engagement, financial performance, safety, operational reliability, and continuous improvement across a complex, high-volume resort environment. The Director translates business priorities into disciplined operating plans, develops strong leadership teams, and ensures each area consistently reflects Disney’s Five Keys and Aulani’s cultural values.

The Hotel Operations Director leads multiple operational teams and leaders to deliver seamless hotel operations, balancing guest satisfaction, safety, financial performance, and technology reliability in a high-volume resort environment. This position sets strategic direction, aligns departmental plans with broader Disney Experiences goals, and mentors leaders to prioritize resources, drive continuous improvement, and uphold Disney’s service standards. This role matters because it ensures Aulani remains a creative, customer-focused, and culturally aware destination where Cast and guests experience the magic of Disney every day, requiring a strategic, team-oriented, and detail-oriented leader to be successful.

This full‑time, salaried position reports to the General Manager and will be working onsite at Aulani resort on the island of Oahu, Hawaii.

• Provide strategic and operational leadership for Front Office, Recreation, and resort Information Technology operations, translating business priorities into clear operating plans for multiple related teams.
• Direct Front Office strategy and execution across arrival, departure, lobby, concierge, bell, valet, phone, and guest‑services functions to ensure seamless, premium service delivery and timely recovery of complex guest concerns.
• Lead safe, engaging, and culturally relevant Recreation operations across pools, beach, water activities, cabanas, and related equipment, maintaining rigorous safety, water‑quality, and regulatory standards.
• Provide executive oversight of resort Information Technology operations, infrastructure, end‑user support, and technology‑enabled guest experiences, ensuring system availability, cybersecurity compliance, and effective incident response in partnership with enterprise technology teams.
• Own departmental operating plans, budgets, forecasts, labor strategies, and capital priorities, using performance metrics and operational indicators to guide improvements in guest satisfaction, safety, service reliability, and financial results.
• Develop and implement strategy‑oriented operating plans that align team responsibilities with Disney Experiences goals, empowering leaders to solve both immediate and long‑term operational challenges.
• Build, coach, and retain a high‑performing, inclusive leadership team by setting clear expectations, providing continuous coaching and feedback, and supporting career development and succession planning.
• Foster a positive, service‑minded work environment that models Disney’s leadership behaviors and values, encourages creative problem solving, and ensures Cast feel respected, informed, and empowered.
• Model Disney’s Five Keys and Aulani values, including Kuleana,…