Resort Manager

DUTIES & RESPONSIBILITIES

1. Operational Leadership

· Oversee and coordinate daily operations across Rooms Division, Security, Spa & Wellness, and Engineering.

· Act as the General Manager’s operational representative in their absence, assuming full responsibility for resort operations.

· Ensure departments operate in line with brand standards, SOPs, and legal requirements.

· Conduct regular Front of House and Back of House walkthroughs to monitor cleanliness, maintenance, safety, and service standards.

· Review daily operational reports and take proactive action to address risks, gaps, and inefficiencies.

2. Guest Experience & Service Excellence

· Own the end-to-end guest experience within the assigned operational departments.

· Ensure leaders and teams are empowered to resolve guest issues at first point of contact.

· Personally manage escalated guest complaints and service recovery cases.

· Engage regularly with guests, including VIPs and repeat guests, to gather feedback and strengthen relationships.

· Ensure consistent arrival, in-stay, and departure experiences aligned with The Standard brand promise.

3. People Leadership & Culture

· Lead, coach, and develop Department Heads and Assistant Managers within Rooms, Security, Spa, and Engineering.

· Support recruitment, onboarding, and development of operational leaders and key talent.

· Drive performance management, feedback culture, and leadership development.

· Ensure grooming, discipline, and professional conduct standards are consistently upheld.

· Champion engagement initiatives and actively act on colleague feedback and engagement survey outcomes.

4. Financial & Commercial Awareness

· Support the General Manager in achieving budgeted performance through efficient operations and resource optimization.

· Monitor departmental productivity, cost control, and operational KPIs.

· Identify opportunities to enhance in-resort revenue through improved guest experience, upselling, and operational efficiencies—particularly within Rooms and Spa.

· Work closely with Finance to ensure compliance with credit policies, internal controls, and reporting accuracy.

5. Safety, Security & Compliance

· Ensure the safety and security of guests, colleagues, and resort assets at all times.

· Oversee security operations and ensure compliance with fire, life safety, and emergency procedures.

· Ensure all Department Heads are trained and compliant with safety and emergency protocols.

· Maintain close coordination with Engineering to ensure preventive maintenance and asset upkeep standards are met.

6. Standards, Quality & Continuous Improvement

· Ensure brand standards, SOPs, and operational manuals are implemented and kept current.

· Lead quality assurance initiatives, audits, and corrective action plans.

· Promote a culture of continuous improvement and operational discipline.

Support operational projects, refurbishments, and new initiatives as assigned by the General Manager