Job Description

Key Responsibilities

• Oversee the overall day-to-day operations of the resort, including Front Office, F&B, Housekeeping, Engineering, Security, and other operational functions.
• Ensure consistently high standards of guest service and guest satisfaction.
• Drive operational efficiency while maintaining the resort's service standards and brand guidelines.
• Monitor and improve guest feedback, reviews, and service recovery.
• Work closely with department heads to achieve operational and financial targets.
• Monitor revenue, occupancy, departmental costs, and operating expenses in coordination with the relevant teams.
• Ensure effective manpower planning, deployment, productivity, and workforce management.
• Lead, coach, and develop the resort team to build a strong service-oriented culture.
• Support recruitment, onboarding, training, performance management, and employee engagement initiatives.
• Ensure compliance with all company policies, statutory requirements, health & safety standards, and operational SOPs.
• Conduct regular operational reviews and implement corrective actions wherever required.
• Coordinate with corporate and support functions for smooth business operations.
• Manage vendor and external stakeholder relationships as required.
• Handle escalated guest complaints and ensure timely and effective resolution.
• Drive initiatives related to guest experience, quality improvement, sustainability, and operational excellence.
• Represent the resort professionally with guests, business partners, local stakeholders, and other external parties.