Resort Manager

Location: Ratnagiri

Job Purpose
To oversee the day-to-day operations and strategic management of the resort, ensuring high standards of guest satisfaction, service delivery, asset maintenance, revenue growth, cost control, safety, and employee engagement while driving profitability and sustainable business performance.

Key Responsibilities:

Guest Experience & Quality
Ensure exceptional guest service and satisfaction at all touchpoints
Ensure we create Magical Memories for our guest to take home
Champion guests journey and touch points, ensuring consistency for every guest
Monitor guest feedback and implement improvements for service quality
Handle escalated guest complaints and resolve issues promptly
Personally attend to escalated/VIP & HWC guests
Meet/interact with guests during breakfast sessions
Design signature experiences (curated excursions, wellness programs, culinary events)
Ensure the target OHE and NPS are met
Use data-driven insights to anticipate guest preferences

Operational Management
Manage end-to-end operations of the resort ensuring smooth guest
Oversee daily operations across all departments:
Front Office, Housekeeping, F&B, Engineering, Security, etc.
Conduct daily property rounds and random room checks (min five per day)
Implement and enforce Standard Operating Procedures (SOPs) for quality and efficiency
Ensure high service standards and SOP adherence across all guest touchpoints
Daily review of feedback, special requests, guest profiles, occupancy, arrivals, departures, spends & revenue
Monitor resort quality, room readiness, and cleanliness standards
Raise CAPEX requirements
Prepare for TMW & DWM compliance
Plan activity calendar monthly and major events in advance
Provide a safe, hygienic and productive environment for guests

Maintenance & Facilities
Conduct daily & weekly property rounds to ensure the resrt is always looking it best!
Ensure preventive maintenance schedule compliance with engineering team
Oversee property upkeep and coordinate repairs/upgrades
Maintain property condition: PM schedules, snag lists, asset registers
Oversee preventive maintenance across all sites (asset lifecycle planning)
Ensure 100% defect free room
Ensure building systems (HVAC, electrical, plumbing) are operating safely

Financial Management
Manage monthly budgets, cost control, and expense reviews
Prepare and manage resort-level budgets, control costs, and optimize revenue
Monitor NRR, review trends & drive initiatives
Menu reviews and management
Ensure all systems are being operatored as per SOP and audit ready at all times
Track financial performance and report to regional leadership
Monitor food cost, inventory levels, stock checks, and pilferage control
Control costs through rosters, inventory management, vendor negotiations
Implement strategies to maximise occupancy and profitability
Review monthly financial statements and provide variance explanations
Track property KPIs:
Occupancy, ADR, RevPAR, GOP, cost per occupied room
Develop and manage the resort's annual operating and CAPEX budgets

Compliance & Safety
Ensure adherence to health, safety, and environmental regulations
Conduct regular audits for hygiene, security, and operational standards
Manage emergency protocols and risk mitigation plans
Ensure statutory compliance: fire safety, FSSAI, pollution control, PCB
Ensure all licenses, insurances, AMCs are maintained and updated
Conduct safety drills; maintain emergency preparedness
Manage crisis situations effectively (natural disasters, emergencies)
Ensure FLS equipment readiness
Update disaster management policy and conduct periodical training

Team Leadership & HR
Recruit, train, and supervise resort staff
Conduct regular performance evaluations and provide coaching
Foster a positive work culture and ensure compliance with HR policies
Review staff performance, discipline, grooming, and training
Ensure staff engagement activities are conducted
Approve staffing hires; optimize roster-to-demand
Run daily meetings and weekly reviews
Conduct monthly talent reviews and prepare training calendars
Address grievances promptly; ensure fair discipline and recognition
Interview new candidates for all positions
Conduct departmental meetings and town halls
Ensure adherence to manning budgets and team facilities

Reporting & Communication
Submit daily, weekly, and monthly reports to Regional Head
Provide operational reports to Regional Head and corporate office
Ensure accurate reporting: daily MIS, revenue reconciliation, inventory
Communicate goals, updates, and policies to staff effectively
Track complaints, execute service recovery, maintain logs
Complete tasks and submit reports on time without delays

Strategic Planning & Innovation
Plan and implement yearly activities calendar
Plan and implement initiatives
Track impact from offers and initiatives
Curate local experiences (treks, culture, wellness)
Analyse market trends and guest feedback to improve services
Innovation for new ideas should be on the agenda
PIP - develop a long-term PIP, to drive transformation & upgrading

Sales & Marketing
Coordinate…