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
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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
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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
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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.
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.
