Resort Manager

• Assume full property responsibility and decision-making authority whenever the General Manager is off-property. • Act as the primary point of contact for Heads of Department and guests in the General Manager’s absence. • Maintain continuity of strategic direction, service standards, and daily operations, escalating critical issues to the General Manager and ownership as required. Rooms Division Operations • Provide direct, hands-on leadership for the Rooms Division, including Front Office, Housekeeping, and Guest Services. • Drive room quality, cleanliness, guest satisfaction, and service consistency across all guest-facing and back-of-house areas. • Optimize occupancy, room revenue, and average rate through effective inventory, pricing, and yield management in coordination with Revenue and Sales. • Develop and maintain Rooms standards, SOPs, and service procedures, reviewing performance against KPIs and leading corrective action where needed. Property-Wide Operations Oversight • Oversee and support the resort’s other departments, including Food & Beverage, Security, and Engineering, in coordination with the respective department heads. • Provide direct guidance when required, adjusting involvement according to each department head’s performance and development needs. • May oversee Wellness and Spa operations, depending on the candidate’s profile and the performance of other department leaders. Guest Relations • Respond promptly and effectively to guest concerns and complaints, personally intervening in escalated cases. • Promote a guest-focused culture of warm, attentive, and consistent service across the resort. • Build and maintain strong relationships with repeat guests and VIPs, anticipating needs and exceeding expectations. Operations, Quality & Continuous Improvement • Ensure smooth daily operations and seamless guest service across all departments, conducting daily inspections of guest rooms, public areas, and back-of-house spaces for cleanliness, presentation, and readiness. • Ensure consistent compliance with health, safety, hygiene, and operational standards throughout the resort. • Establish and maintain quality standards with the Management Team, updating SOPs and checklists to reflect evolving guest expectations. • Lead process-improvement initiatives, ensuring outcomes are measurable, practical, and sustainable. Strategic Reporting and Administration • Prepare clear, structured reports on departmental and property performance for the General Manager and senior leadership. • Develop and present projects, business cases, and performance updates to ownership in a professional, well-structured format. • Oversee relevant administrative responsibilities, including record-keeping, inventory coordination, and purchasing. Profitability and Budget Management • Review financial reports and statements to assess operational performance against KPIs, and work with direct reports to address areas of concern. • Coach and support the team in managing occupancy, rate, labour costs, and controllable expenses effectively. Leadership and Human Resources • Establish a clear vision for product quality and service delivery, and align the property leadership team around service standards, brand initiatives, and operational priorities. • Support recruitment, training, and staffing plans for department heads and front-line team members to ensure appropriate coverage at all times. • Set performance goals, conduct appraisals, and provide regular feedback to direct reports. • Address employee relations matters fairly and consistently, and model service excellence through daily briefings.