About this role
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. We’re Fans. Are you?