About This Role
Managing the overall operations of a luxury property, this role ensures seamless coordination across all guest-facing and support departments, upholding SHA's brand and service standards. The Resort Manager delivers an exceptional and safe guest experience, fosters team development, and drives the achievement of operational and business objectives.
Responsibilities
- Lead and oversee the overall operations of the Front Office, Housekeeping, Security, Engineering, Food & Beverage, and Culinary departments, ensuring the achievement of operational objectives and compliance with SHA’s established quality and service standards
- Define and implement the Hospitality operational strategy, aligned with the overall objectives of SHA México and the company’s vision
- Lead the management teams across the areas under the position’s responsibility, fostering a culture of leadership, collaboration, accountability, and results orientation
- Ensure an integrated, personalized, and safe guest experience, ensuring that every interaction and touchpoint reflects SHA’s hospitality standards
- Monitor key operational, financial, quality, and guest satisfaction KPIs, identifying opportunities for improvement and establishing appropriate action plans
- Ensure compliance with standards, policies, procedures, and SOPs, promoting their proper implementation and continuous updating according to operational needs
- Ensure service quality and consistency through the analysis of guest feedback, internal audits, and satisfaction indicators, driving continuous improvement initiatives
- Ensure effective workforce planning and resource management in coordination with Human Resources, taking into consideration occupancy levels, groups, seasonal periods, and the property’s operational needs
- Participate in the selection, development, performance evaluation, and succession planning of talent, strengthening the capabilities of leaders and teams under the position’s responsibility
- Oversee the budget management of the areas under the position’s responsibility, monitoring costs, resources, and financial objectives
- Work closely with General Management and the different areas of SHA, facilitating decision-making and ensuring the execution of the property’s strategic priorities
- Coordinate operations during high-occupancy periods, groups, events, and special situations, ensuring team preparedness and continuity of service standards
- Lead the management and resolution of guest, operational, and security incidents and critical situations, ensuring timely, empathetic, and solution-oriented responses
- Ensure, in coordination with Engineering, the proper preventive and corrective maintenance of guest rooms, facilities, common areas, and operational spaces, prioritizing safety, functionality, and guest experience
- Ensure, in coordination with Security, compliance with prevention, protection, and emergency response protocols, contributing to a safe environment for guests, employees, and facilities
