Resort Manager

About This Role

This leadership role ensures the seamless day-to-day operation of the resort, working closely with the Regional General Manager. The Resort Manager coordinates and supervises all hotel divisions, driving operational excellence, financial performance, and the delivery of exceptional guest experiences. This position requires a hands-on leader who can balance strategic planning with operational execution, fostering a culture of excellence, accountability, and continuous improvement.

Responsibilities

• Support the Regional General Manager in the overall leadership and strategic direction of the resort
• Oversee and coordinate the full operation of all hotel divisions, ensuring alignment, efficiency, and exceptional service delivery across departments
• Drive the creation of unforgettable guest experiences, ensuring personalized, anticipatory, and intuitive service in line with ultra-luxury standards
• Ensure full compliance with One&Only brand standards and Forbes Travel Guide criteria, consistently aiming for top-tier ratings
• Monitor and improve guest satisfaction metrics, online reputation, and service recovery processes
• Lead daily operations, including arrivals, VIP coordination, and high-profile guest engagement
• Conduct arrivals meetings in the absence of the General Manager
• Lead and coordinate weekly operational meetings with all Division Heads
• Conduct daily inspections of rooms and public areas alongside Executive Housekeeper and Chief Engineer to ensure impeccable standards
• Oversee preventive maintenance programs and ensure asset protection and upkeep across the property
• Develop, manage, and follow up on CAPEX projects that enhance guest experience and operational efficiency
• Prepare and manage annual budgets in coordination with Division Heads, ensuring alignment with financial targets and profitability goals
• Drive revenue optimization, cost control, and operational efficiencies across all departments
• Ensure effective implementation of training programs, focusing on luxury service culture and continuous development
• Establish performance goals and conduct evaluations for direct reports, fostering leadership development and succession planning
• Ensure compliance with company policies, procedures, and local regulations
• Handle guest complaints and complex service recovery situations with professionalism and urgency
• Represent the General Manager when required, including direct interaction with guests regarding concerns or escalations
• Build strong relationships with guests, employees, and the local community, representing the brand at all times
• Promote a positive work environment that supports employee engagement, wellbeing, and high performance