About the role
The Operation Director plays a pivotal role in transforming RH1’s Entertainment projects into operational excellence stories. Reporting to the Project Director, this role leads the full lifecycle of venue operations — from pre- opening setup and system design to on- the- ground execution and guest experience delivery.
You will architect the operational backbone of RH1’s project venues — building teams, refining systems, and ensuring every process aligns with our 5- star service promise. Beyond daily management, you’ll drive strategic performance, enforce brand standards, and foster a culture of service excellence that scales across multiple sites. This is a project- based leadership role for a builder — someone with the vision to design systems, the discipline to execute with precision, and the heart to create experiences that guests and teams will remember.
Reporting Structure: Project Director
Key Responsibilities
Project Operations Leadership
Translate the project concept into practical, scalable operating systems and workflows.
Lead cross- functional coordination among Operations, Technical, F&B, HR, and Finance to ensure alignment and execution readiness.
Oversee the full operational rollout for new venue — from pre- opening planning to post- launch optimization.
Ensure every project meets the company’s service, safety, and performance benchmarks before launch.
Systems & SOP Integration
Integrate technology platforms (POS, CRM, HRM, maintenance tracking) to enhance visibility, accountability, and guest experience.
Work closely with the Training & Quality Assurance Officer to design and implement end- to- end operational systems.
Approve and enforce the use of Standard Operating Procedures (SOPs) across all departments.
Ensure that all system manuals, checklists, and operational tools are aligned with real- life workflow efficiency.
Operational Excellence & Guest Experience
Balance service excellence with operational efficiency — maintaining quality while optimizing costs and resources.
Lead by example in building a guest- first culture and empowering staff to deliver memorable family experiences.
Champion continuous improvement by reviewing guest feedback, data analytics, and operational performance reports.
Drive the execution of “5- Star Service Standards” and ensure consistent guest satisfaction across all touchpoints.
Team Leadership & Development
Create a motivating environment where employees feel empowered, supported, and aligned with RH1’s vision.
Foster collaboration and accountability across departments and sites.
Recruit, train, and mentor high- performing operations teams for each project.
Establish clear performance metrics, development plans, and succession pathways for key positions.
Financial & Performance Management
Monitor financial performance of each venue against key metrics (revenue, cost ratios, profit margins).
Oversee operational budgeting, staffing plans, and cost control.
Identify areas for operational efficiency and implement corrective actions swiftly.
Quality Assurance & Performance Measurement
Review operational KPIs tied to guest experience, safety, and staff performance (audit scores, NPS, incident response, etc.).
Collaborate with QA & Training functions to align audit standards and service benchmarks.
Drive action planning with venue managers to ensure consistent delivery of RH1’s brand promise.
Oversee the implementation and effectiveness of RH1’s Quality Audit System.
