Vice President of Operations

Callaway Gardens•Pine Mountain, GA

2d•Onsite

About The Position

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.

Requirements

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.

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.
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.