About KAIA
KAIA is a portfolio of luxury outdoor resorts set in beautiful natural landscapes, built around connection to people, place, and a deeper sense of purpose.
Each KAIA destination feels alive, shaped by its surroundings, and defined by local stories and culture. Designed for the modern traveler seeking freedom, authenticity, and exploration, every resort brings together nature, wellness, and human connection in a way that feels both alive and grounding.
KAIA Koh Phangan
Set along the northeastern coastline of Koh Phangan, KAIA's flagship is a beachfront luxury tented resort where nature, wellness, and shared connection come together through movement, ritual, and dining.
Recognized by Condé Nast Traveler as one of the Most Exciting Hotel Openings of 2026, KAIA Koh Phangan is owned and operated by Bound and Beyond, the team behind Four Seasons Hotel Bangkok at Chao Phraya River and Capella Bangkok, ranked #2 and #3 among the World's 50 Best Hotels in 2025.
Our People
We are building a team of people who value presence, care, and genuine human connection. At KAIA, hospitality is shaped by how people make others feel through collaboration, intention, and shared experiences rooted in nature, wellness, and community.
Whether behind the scenes or guest facing, every role contributes to creating an environment that feels thoughtful, welcoming, and connected to its surroundings.
We're looking for people who are excited to help build something intentional, contribute ideas, and grow with us from the ground up.
About the Role
We are looking for an experienced Operations Manager to oversee Rooms Division and Experiences (Recreation & Wellness) at KAIA Koh Phangan across both pre-opening and resort operations. This role is responsible for bringing KAIA's guest journey and service philosophy to life through thoughtful operations, strong team leadership, and seamless guest experiences rooted in connection, wellness, and place.
Key Responsibilities
Pre-Opening
- Translate KAIA's guest journey and brand standards into operational procedures and service practices across Rooms and Experiences.
- Support recruitment, onboarding, training, and soft-opening preparations in partnership with HR and L&D.
- Embed KAIA's service culture, operational standards, and guest experience philosophy through hands-on coaching and training.
- Oversee setup and testing of operational systems, including PMS, guest communication, task management, and activity scheduling platforms.
- Coordinate operational setup for guest rooms, public areas, wellness, and experience touchpoints, including OS&E and inventory readiness.
- Support pre-opening budgeting, forecasting, staffing plans, and operational planning.
- Implement quality assurance, health, safety, and emergency response procedures, including trial runs and operational simulations.
Resort Operations
Service Excellence & Guest Experience
- Oversee service delivery across Rooms and Experiences, ensuring thoughtful, consistent, and guest-centered operations.
- Maintain a strong on-floor presence, engaging with guests and supporting teams throughout daily operations.
- Lead guest feedback management, service recovery, VIP handling, and complaint resolution with professionalism and care.
- Monitor guest satisfaction trends and support continuous improvement initiatives.
Operational Leadership
- Oversee Front Office operations, ensuring smooth arrival, departure, billing, and guest communication processes.
- Support Housekeeping operations to maintain exceptional standards of cleanliness, presentation, and in-room experience.
- Partner with Experiences and Wellness teams to deliver safe, engaging, and well-organized activities and programming.
- Ensure operational consistency across rooms, public areas, and guest experience touchpoints.
Team, Communication & Performance
- Support employee development, coaching, engagement, and performance management in collaboration with HR and L&D.
- Monitor labor productivity and controllable costs while maintaining service standards.
- Foster effective communication between property teams and Corporate/Group functions to ensure alignment and operational consistency.
Qualifications & Experience
- Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
- Minimum 7 years of experience in luxury resort or hotel operations.
- Strong background in Rooms Division, with exposure to guest experiences, recreation, and/or wellness operations.
- Pre-opening or major repositioning experience is an advantage.
- Native Thai speaking and able to professional in English.
