Executive Director Operations - DMC (Guest Experience & Destination Operations)
Large-Scale Destination | Premium Hospitality
We are working with a major developer and operator of a large-scale, high-profile destination to appoint a DMC Executive Director Operations to lead all guest-facing operations.
This is a rare opportunity to take full ownership of the end-to-end guest journey across a complex, multi-asset environment — spanning transport, hospitality, experiences, and service delivery.
The Role
You will act as the senior operational authority on the ground, responsible for delivering a seamless, high-quality guest experience from pre-arrival through to post-departure.
This is a highly visible leadership role requiring hands-on operational control, strategic oversight, and cross-functional coordination at scale.
Key Responsibilities
- Lead and implement the overall operations strategy across guest operations and experience
- Own the full guest journey — arrivals, transfers, accommodation coordination, activities, and service delivery
- Establish and drive KPIs, SOPs, and performance standards across all touchpoints
- Oversee guest experience functions including bookings, concierge-style services, and satisfaction monitoring
- Manage on-ground operations, ensuring rapid resolution of issues and complaints
- Coordinate with transport, hospitality, and service partners to ensure seamless delivery
- Drive continuous improvement through guest feedback and operational data
- Lead budget management and operational reporting to senior leadership
Leadership & Team
- Build, lead, and develop a high-performing operations team
- Drive a culture focused on service excellence and accountability
- Oversee workforce planning, staffing, and operational readiness
Key Requirements
- 12+ years experience in hospitality, tourism, or large-scale guest operations
- Proven track record in a senior leadership / GM-level role
- Experience in luxury or premium environments preferred
- Strong capability in multi-stakeholder coordination and operational delivery
- Demonstrated ability to implement SOPs, frameworks, and performance systems
- High emotional intelligence with experience managing complex guest scenarios
Why This Role
- Operate at destination scale — not just a single asset
- Shape the guest experience strategy from the ground up
- Work within a high-investment, high-visibility environment
- Deliver impact across hospitality, transport, and experience ecosystems
If you are currently operating at Director / GM level within luxury hospitality, integrated resorts, or destination-scale operations, this is a standout opportunity to step into a truly strategic, end-to-end role.
