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.

Key Responsibilities

• 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.

Financial Leadership

• 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.

Engineering & Facilities

• 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.

Gardens Operation

• 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.

Food & Beverage

• 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.

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred.

• Minimum 10 years of progressive leadership experience in hospitality, destination resorts, theme parks, or large-scale mixed-use operations.

• Minimum 8 years in a senior executive leadership role with multi-department operational oversight.

• Demonstrated success leading complex resort or destination operations with responsibility for multiple business units.

• Strong financial acumen with experience managing large operating budgets and capital expenditures.

• Proven ability to build, develop, and lead high-performing leadership teams.

• Excellent strategic planning, organizational, and decision-making skills.

• Outstanding communication and executive presentation abilities.

• Experience overseeing destination resort properties with multiple lodging, dining, recreation, and entertainment venues.

• Experience with major capital development and infrastructure projects.

• Knowledge of luxury hospitality and Forbes or AAA service standards.

This position requires a highly visible, collaborative executive who thrives in a dynamic, guest and employee focused environment. The Vice President of Operations must balance strategic vision with hands-on leadership while inspiring operational excellence across a diverse portfolio of hospitality, recreational, engineering, and guest service functions. A successful candidate will possess exceptional business acumen, a passion for hospitality, and a proven record of leading complex destination operations to achieve outstanding guest satisfaction, employee engagement, and financial performance.