Director of Experiences & Recreation

Mandarin Oriental; Bandar Penawar; On-site; MYR 180,000 - 300,000; Full time

Benefits offered by this job

MOstay complimentary nights

Colleague wellness benefits

Job summary

Mandarin Oriental, Desaru Coast is seeking a Director of Experiences & Recreation to lead the Experiences & Recreation division, including Kids Club, Nature Programmes, and Sports & Activities. You will curate guest experiences, develop revenue-generating programmes, and ensure delivery of luxury experiences in line with Mandarin Oriental standards.

The role requires strong leadership, budgeting, and collaboration with Sales and Marketing to promote offerings, with a focus on safety, service

Qualifications

• Bachelor's Degree in Hospitality Management or 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.

Responsibilities

• 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 staffing levels and efficient scheduling.
• Support sustainability initiatives across MOre and MObrand.
• Design and curate guest experiences and seasonal activity calendars.
• Oversee recreation facilities including pools, fitness centre, Kids Club, and outdoor recreation.
• Develop wellness programs (Yoga, fitness classes, meditation, outdoor wellness).
• Collaborate with Sales/Marketing to promote offerings and events.
• Manage vendor relationships and negotiate contracts.
• Prepare monthly operational reports and maintain records.

Skills

Leadership

Communication

Guest service

Budgeting

Project management

Event management

Creativity

Problem solving

Education

Bachelor's Degree in Hospitality Management

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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