Director of Operations – Luxury Resort

About the role

We are seeking a seasoned Director of Operations to lead the day‑to‑day management of Pullman Bentota Resort & SPA, a premium up‑market property within the Accor portfolio.

Key responsibilities

• Oversee daily operations across Food & Beverage, Culinary, and Rooms Division.
• Support the General Manager in strategic direction and overall hotel management.
• Coordinate activities through Department Heads to ensure smooth operation.
• Lead by example to deliver exceptional guest experiences in line with Pullman brand standards.
• Analyze guest feedback, trends and satisfaction metrics, implementing corrective actions and continuous improvement initiatives.
• Maintain constant awareness of all ongoing activities throughout the resort.
• Drive quality across the property and inspire the team to create extraordinary experiences.
• Ensure compliance with operating standards and mystery‑audit criteria through spot checks and audits.
• Support Heads of Department in talent management, maintaining service standards and methods.

Required profile

• 12+ years of experience in up‑market hospitality brands, with at least 2 years in a similar senior operations role.
• Strong process orientation, leadership abilities and organizational skills.
• Strategic, creative thinker with clear communication of plans and goals.
• Proactive, ownership‑driven attitude capable of managing projects and expanding responsibilities.
• Excellent public relations and social integration skills to build strong customer relationships.
• Food & Beverage background preferred.

Required skills

What we offer

• Come As You Are – a supportive, inclusive environment.
• Work With Purpose – meaningful impact on guest experiences.
• Grow, Learn and Enjoy – continuous development opportunities.
• Explore Limitless Possibilities – career progression within Accor.