Recreation Manager | InterContinental Halong Bay Resort

1. Role Overview

Manage and oversee all recreational facilities and activities, ensuring a safe, engaging, and high-quality guest experience while driving revenue and operational efficiency.

2. Key Responsibilities

Operations Management

Oversee daily operations of recreational facilities (pool, beach, gym, kids club, water sports, spa support if applicable)
Ensure all areas are clean, safe, and fully operational
Enforce SOPs, safety standards, and emergency procedures
Schedule and supervise team to ensure optimal coverage

Guest Experience

Deliver engaging recreation programs for all guest segments (families, kids, adults)
Interact with guests, gather feedback, and resolve complaints professionally
Personalize guest experiences and build strong rapport
Ensure high standards of service and guest satisfaction

Activities & Programming

Design and implement a creative activities calendar (daily/seasonal)
Organize special events, wellness programs, and themed activities
Continuously innovate to enhance guest engagement and participation

Health, Safety & Compliance

Ensure strict compliance with safety regulations (pool, beach, gym)
Monitor lifeguard performance and emergency readiness
Conduct regular safety audits and training
Ensure compliance with local laws and hotel policies

Team Leadership & Development

Recruit, train, and develop recreation team members
Conduct daily briefings and performance reviews
Foster a positive, energetic, and service-oriented team culture
Ensure grooming and presentation standards

Financial Performance

Manage departmental budget, costs, and revenue streams
Drive revenue through activities, memberships, and upselling
Control expenses (labor, equipment, supplies)
Monitor KPIs and adjust strategies accordingly

Administration & Reporting

Prepare reports on guest feedback, incidents, and performance metrics
Maintain equipment inventory and ensure proper maintenance
Coordinate with other departments (Front Office, F&B, Engineering, Sales)
Support marketing initiatives and promotions

3. Required Skills
Strong leadership and team management
Guest-focused mindset with excellent communication skills
Creativity in program development
Good understanding of health & safety standards
Problem-solving and decision-making ability
Proactive and energetic personality

4. Qualifications
Diploma/Degree in Hospitality, Sports Management, or related field
Lifeguard and First Aid/CPR certification preferred
5. Experience
3–5 years in recreation, leisure, or hospitality operations
At least 1–2 years in a supervisory/management role
6. Key Metrics
Guest Satisfaction Scores (GSI/Guest Love)
Participation rate in activities
Recreation revenue performance
Safety compliance and incident rate
Employee engagement