Resort Manager

Report to: General Manager

Our prestigious client, an ultra-luxury resort set amidst the breathtaking beauty of The Maldives, is looking for a dynamic and experienced Resort Manager to join their team.

The Resort Manager assists the General Manager in most of the managerial aspects of hotel operations. This position directs and coordinates the management-related activities of all operational departments, Rooms Division, Food & Beverage, Spa & Wellness, Recreation, Security, Retail Shop and Boat and Dive Center and Water Sports in general throughout the hotel. In addition, this position is responsible for the overall operating performance, guest satisfaction, and financial results for the property.

Resort Manager plans, organizes, directs and coordinates the operations of all Rooms Division, Food & Beverage, Spa and Wellness, Recreation, Security and Retail Shop and corporate budgetary and profit guidelines. He is expected to have direct involvement with guests. This position requires active leadership and reports.

Requirements:

• Minimum of 5 years of experience in a senior leadership role within the luxury hospitality industry, with multi-departmental expertise.
• Solid background in Food & Beverage is essential.
• A well-developed capability for strategic decision-making and a track record of proven results in customer satisfaction, operational excellence, guest satisfaction, revenue and profit.
• Combined work experience between Europe and the Middle East is preferred.
• Proven track record of successfully managing and driving the performance of a resort or similar property.
  
• Strong financial acumen with the ability to analyze financial statements and manage budget.
  
• Exceptional leadership, communication, and interpersonal skills
• Thorough understanding of resort operations, including front office, food and beverage, housekeeping, and recreation
• A proven record of delivering strong financial results, managing complex budgets, and maximizing revenue streams (rooms, F&B, spa, and exclusive experiences).
• Able to live in a remote location for extended periods and travel on a single status.

Responsibilities:

Responsibilities and duties for this position shall include, but not limited to the following areas and activities. At management's discretion, direction may be given for tasks outside the scope of work described.

The Company VISION & VALUES

• Fully understand and embrace the company's visions and values and its application in all tasks associated with the employee's duty.
  
• Adhere to all brand standards ensuring successful communication across all levels of the operation.
  

PEOPLE

• Performs general administrative and supervisory duties necessary to achieve an effective and profitable operation and maintains effective hosts relations
  
• Works with department managers to establish staffing requirements
  
• Identifies and highlights problems which may arise in operational department areas immediately to the General Manager.
  
• Holds regular meetings with immediate subordinates to disseminate information and to resolve work issues.
  
• Develops plans and programs for the departments directly under his responsibility as assigned by the General Manager and assigns/delegates tasks to the appropriate executives who report to him in the fulfilment of such plans/ programs.
  
• On a regular and periodic basis, inspects and conducts audits of his immediate subordinates performance to ensure that all departments are contributing to the general efficiency and profitability of the resort.
  
• Holds regular one to one meetings with direct reports to provide feedback, review objectives and discuss matters relating to the operations of their respective departments.
  
• Conduct performance reviews for his direct reports.
  
• Recommends promotions, transfers and salary reviews of Managerial staff to the General Manager through the Human Resources Manager and interviews/discusses sensitive issues of transfer and salary to his immediate subordinates.
  
• Work with the entire Operations Departments Rooms Division, Food & Beverage, Spa, Retail Shop, Security and Boat / Water sports to develop annual goals and operational objectives.
  
• Work with the hotel department managers and their department heads to establish goals and objectives that coordinate with the overall resort wide goals and objectives
  
• Coordinate the operations and activities of the above departments to ensure synergy within the hotel to reach financial performance and guest satisfaction objectives
  
• Serves as active member of the Executive Committee and attends all meeting of same
  
• Promote an effective team spirit within the management team
  

PRODUCT

• Attends to guest complaints that require his personal attention or that has been referred to him as an avenue of last resort.
  
• Oversees all of the major operations of the Rooms Division, Food & Beverage, Spa, Retail, Security and overall operational departments.
  
• Monitor Customer Market Metrix and ensure Customer Satisfaction objectives & targets are met and maintained
  
• Interprets the Hotel and Corporate standards, policies and procedures to his immediate subordinates and ensures strict compliance by all concerned.
  
• Meet and greet all guests upon their arrivals and departures.
  
• Meet the guests at least once during their stays to enquire about their wellbeing and take appropriate action to ensure their complete satisfaction of their experience.
  
• Ensure that all guests are thoroughly delighted all throughout their stay.
  
• Answer guest queries and deal with guests' complaints as appropriate.
  
• Communicates frequently as needed with Director Food & Beverage or Executive Chef or Executive Sous Chef in charge, outlet managers in providing/receiving current information on restaurant reservations; large parties or VIPs expected
  
• Conducts frequent inspection/analysis/critique of all hotel food and beverage outlet operations
  
• Works with upper-level management to: analyse current business and industry trends; project future expectations and needs; develop long term budgets and capital improvement plans for the restaurants within the hotel
  

FINANCIAL PERFORMANCE

• Formulate and seek approval of Annual Operating Budgets
  
• Monitor revenue and expenses against budgets and take appropriate action where required
  
• Prepares and ensures that all reports and communication target dates with the Management Company and Owners are met and within the prescribed standards and set deadlines.
  
• Discuss Management Reports with the General Manager and agree on an appropriate action plan.
  
• Check and approve monthly and annual financial reports before they are submitted to the home office.
  
• Ensure all financial objectives and targets are met and exceeded for the resort.

MANAGEMENT PERFORMANCE

• Ensure that a minimum of 10% of the colleagues complete cross training or inter departmental/ property training.
• Ensure that succession plans are designed and followed up.
• Trains, guides and develops immediate subordinates into greater heights of efficiency.
• Counsels/disciplines all operating managerial staff.

SUSTAINABILITY

• Implement Zero Waste Program
• Develop and implement sustainability action plans
• Ensure sustainability training is carried out

PERFORMANCE INDICATORS

The KPIs will be appraised using the following indicators:

• Innovation and Service Quality Audit Reports
• Revenue budget performance reports
• Customer Satisfaction index measured from Market Metrix.
• Number of innovations in a year
• Cost effectiveness of innovations
• Quality of Guest Service at the resort.
• Recruitment, retention, motivation, training and development and performance of good managers and Department Heads
• Establishment and maintenance of sound, relevant and updated management policies and procedures.