Location: Kuala Lumpur
Role Purpose: This newly created position aligns with our client’s overall strategy to enhance customer experience. The role will oversee Ambiance, Sports, and Family experiences across South East Asia & Pacific resorts, with strong global coordination. The successful candidate will combine experience design, operational expertise, and leadership skills to deliver outstanding guest experiences.
Key Responsibilities
1. Product Implementation & Optimization
- Gain in-depth knowledge of current Ambiance, Sports, and Family experiences in regional resorts.
- Propose and implement impactful product evolutions based on consumer insights, market trends, and benchmarks.
- Lead the design and deployment of new experiences, including specifications, budgets, toolkits, and communications.
- Manage annual OPEX and CAPEX planning and oversee budget execution.
- Support resort teams in compliance with brand product standards and provide solutions to operational challenges.
- Collaborate with architects and stakeholders to design Ambiance, Sports, and Family areas in new resorts.
- Review and validate spatial layouts, construction programs, and equipment needs.
- Prepare SOE (Small Operating Equipment) lists and ensure operational readiness at resort openings.
- Conduct post-opening evaluations and recommend improvements.
- Support recruitment, employer branding, and training initiatives within the BU.
- Co-design training modules and learning paths with HR and Training teams.
- Coach resort managers (Sports Managers, Family Managers) during visits.
- Identify and develop high-potential team members, contributing to career path planning and organizational design.
- Collaborate with Health & Safety to keep activity-specific checklists updated.
- Ensure facilities and equipment meet standards, with teams trained on safety procedures.
- Follow up on audits and corrective action plans.
- Coordinate with Product Information and Product & Services Communication teams to share updates on new products, renovations, and discontinuations.
- Manage a team of 3–4.
- Define roadmaps, set objectives, and support team skill development.
- Bachelor’s or Master’s degree in Hospitality Management, Business Administration, or equivalent.
- Minimum 5 years of operational experience in resorts(Ambiance, Sports, or Family experience management).
- Strong knowledge of resorts operations, regional safety standards, and consumer experience design.
- Creative, guest-oriented, with excellent leadership and team management skills.
- Proven ability in budget planning and cost control.
- Familiarity with Asian customer expectations and cultural sensitivities.
- Proficient in Microsoft Office (Word, Excel, PowerPoint).
- Regional scope: Covering Southeast Asia & Pacific, with international exposure.
- Consumer insights focus: Research and implement new guest experience trends.
- Strategic leadership: Partner with Leisure Managers at each property for execution.
How to Apply: Interested applicants, please click on the “Apply Now” to submit your updated resume.
Please note: Due to the anticipated high volume of applications, only shortlisted candidates will be contacted. All information provided will be treated with strict confidentiality and used solely for recruitment purposes.
Cheah Wei Ee
Principal Consultant - Retail & Hospitality Division
EA Personnel No: R23114782
Peoplebank Singapore Pte Ltd | EA Licence No: 08C5248