Description
Aulani, A Disney Resort & Spa, is seeking a Hotel Operations Director to provide strategic and operational leadership for Front Office, Recreation, and Information Technology. The successful candidate will advance exceptional guest experiences, Cast engagement, financial performance, safety, operational reliability, and continuous improvement across a complex, high-volume resort environment.
The Hotel Operations Director will lead multiple operational teams and leaders to deliver seamless hotel operations, balancing guest satisfaction, safety, financial performance, and technology reliability. This role requires a strategic, team-oriented, and detail-oriented leader who can translate business priorities into disciplined operating plans, develop strong leadership teams, and ensure each area consistently reflects Disney's Five Keys and Aulani's cultural values.
Responsibilities:
- Provide strategic and operational leadership for Front Office, Recreation, and resort Information Technology operations
- Direct Front Office strategy and execution across arrival, departure, lobby, concierge, bell, valet, phone, and guest-services functions
- Lead safe, engaging, and culturally relevant Recreation operations across pools, beach, water activities, cabanas, and related equipment
- Provide executive oversight of resort Information Technology operations, infrastructure, end-user support, and technology-enabled guest experiences
- Own departmental operating plans, budgets, forecasts, labor strategies, and capital priorities
- Develop and implement strategy-oriented operating plans that align team responsibilities with Disney Experiences goals
- Build, coach, and retain a high-performing, inclusive leadership team
- Foster a positive, service-minded work environment that models Disney's leadership behaviors and values
- Collaborate with Housekeeping, Food & Beverage, Security, Sales, Revenue Management, Facilities, and external partners to optimize the end-to-end resort experience
- Oversee strategic partnerships supporting transportation, excursions, lifeguard safety, housekeeping support, parking revenue collection, and electric-vehicle charging
- Provide visible leadership during peak periods, critical incidents, emergency response, and business disruptions
Required Qualifications:
- Minimum 10+ years of progressive experience in luxury hotel hospitality, resort operations, or comparable service operations
- Proven ability to envision future possibilities and create breakthrough strategies for hotel and resort operations
- Demonstrated strength in planning and prioritizing work across multiple departments
- Extensive leadership of large, diverse teams and multiple operating functions
- Strong working knowledge of Front Office and Recreation operations
- Ability to interpret and use performance data, service metrics, and labor indicators to guide operational improvements
- Highly developed collaboration and communication skills
- Demonstrated commitment to inclusion and to respectfully integrating Hawaiian culture, values, and community perspectives into guest and Cast experiences
Preferred Qualifications:
- Leadership experience in a luxury, destination, mixed-use, or vacation-ownership resort environment
- Experience working in Hawaiʻi with familiarity of local culture, community relationships, and regulatory requirements
- Experience sponsoring enterprise technology initiatives, digital guest-experience solutions, or business-continuity programs in a hospitality or resort setting
- Bachelor's Degree or higher in Hospitality Management, Business, or a related field
Benefits and Perks:
- Disney offers a rewards package to help you live your best life, including health and savings benefits, educational opportunities, and special extras