Job Description

Mandarin Oriental, Desaru Coast is looking for a Director of Experiences & Recreation to join our Sports & Leisure Department.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental, Desaru Coast is a rainforest retreat on Desaru Coast, where jungle meets the sea and Malaysian nature, culture, and connection come alive in a perfect balance of calmness and vibrancy. Experience the enduring legacy of award-winning Kerry Hill Architects, where the spirit of tropical modernism comes to life in Mandarin Oriental, Desaru Coast’s final design. Nestled between rainforest and sea, each suite and villa is a study in quiet luxury, thoughtfully framed by nature and attuned to the rhythm of the land.

About the job

The Director of Experiences & Recreation is responsible for the strategic leadership, innovation and operational excellence of the resort Experience & Recreation division comprising Kids Club, Nature Programmes, and Sports & Activities. The position curates guest experiences, develops new revenue-generating programmes, enhances family and destination engagement, and ensures the delivery of exceptional luxury experiences aligned with Mandarin Oriental standards. Furthermore, the Director oversees the operation of special events required & requested by divisional Head.

As Director of Experiences & Recreation you will be responsible for the following duties:

Leadership & Management

• Lead, mentor, and develop the Experiences & Recreation team.
• Establish departmental goals, objectives, and performance standards.
• Conduct regular performance reviews, coaching, and training.
• Foster a culture of creativity, teamwork, safety, and exceptional guest service.
• Ensure appropriate staffing levels and efficient scheduling.
• Actively supports and drives initiatives that supports MOre, sustainability goals and vision.

Guest Experience

• Design and curate unique guest experiences that enhance the overall stay.
• Develop seasonal activity calendars and recreational programs.
• Ensure personalized service and anticipate guest needs.
• Handle guest feedback, complaints, and service recovery promptly.
• Monitor guest satisfaction scores and implement continuous improvements.

Recreation Operations

• Oversee all recreation facilities including:

 Swimming pools

 Fitness centre

 Kids Club

 Outdoor recreation

 Beach activities

 Water sports (if applicable)

 Sports courts

 Adventure programs

• Ensure all facilities are clean, safe, and operating efficiently.
• Maintain equipment and coordinate preventive maintenance.

Wellness & Activities

• Develop wellness programs including:

 Yoga

 Fitness classes

 Meditation

 Outdoor wellness experiences

• Coordinate cultural and destination-based activities.
• Introduce innovative experiences that differentiate the resort.

Financial Management

• Prepare and manage departmental budgets.
• Monitor revenue and expenses.
• Identify opportunities to increase recreational revenue.
• Control departmental costs while maintaining service quality.
• Analyse financial reports and implement corrective actions when required.

Health, Safety & Compliance

• Ensure compliance with all health and safety regulations, policies and regulations.
• Maintain emergency procedures for all recreational activities.
• Conduct regular risk assessments.
• Ensure all team members possess required certifications.
• Monitor first aid readiness and emergency equipment.

Sales & Marketing Support

• Collaborate with Sales and Marketing to promote recreational offerings.
• Support promotional campaigns and special events.
• Develop attractive guest packages and experiences.
• Monitor market trends and competitor offerings.

Vendor & Partnership Management

• Manage relationships with external activity providers.
• Negotiate contracts with vendors.
• Ensure third-party operators comply with hotel standards.

Administration

• Prepare monthly operational reports.
• Maintain accurate records and documentation.
• Develop and update P&Ps and SOPs.
• Monitor inventory and procurement requirements.

As Director of Experiences & Recreation, we expect from you:

Educational Background

• Bachelor's Degree in Hospitality Management, Recreation Management, Tourism, Sports Management, or a related field.
• Minimum 5 years of experience in luxury hospitality or resort recreation management.
• At least 3–5 years in a leadership role.
• Experience managing multiple recreational outlets and guest experience programs.
• First Aid and CPR certification is an advantage.
• Experience with wellness, outdoor recreation, or luxury resort operations is preferred.

Skills

• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Outstanding guest service orientation.
• Budgeting and financial management skills.
• Project and event management.
• Creative thinking and innovation.
• Strong problem-solving and decision-making skills.

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

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