Resident Manager

Sri Lanka·Ella

Other

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Quick Summary

Overview

Resort Operations Run the resort's daily operations so every department works smoothly and efficiently. Keep service, cleanliness, safety, hospitality, and guest engagement at a high standard.

Technical Tools

Other

Run the resort's daily operations so every department works smoothly and efficiently.
Keep service, cleanliness, safety, hospitality, and guest engagement at a high standard.
Make sure operating procedures and brand and service standards are followed every day.
Inspect the property regularly and fix any gaps straight away.
Work closely with department heads so teams work well together.
Keep the resort properly staffed and ready for both busy and quiet seasons.
Act as the senior leader on site when the General Manager is away.

Build a guest-first culture where every guest gets a personal, memorable stay.
Oversee VIP arrivals, guest interactions during the stay, and departures.
Create local experiences that reflect the culture, nature, and heritage of Ella.
Track guest preferences and make sure every department acts on them.
Work with teams to design special experiences such as wellness, dining, excursions, and celebrations.
Build guest loyalty, repeat stays, and referrals through excellent service.
Keep improving service with the relevant departments.

Monitor and manage the resort's reputation on review sites and social media.
Reply to guest reviews promptly and use complaints as a chance to put things right.
Work with Sales & Marketing to raise the resort's visibility and brand position.
Protect and strengthen the resort's name as a leading luxury boutique stay in Ella.
Watch competitors and market trends to find ways to improve and stand out.

Help the General Manager meet revenue, profit, and operational targets, and carry out the resort's strategy.
Track department performance, running costs, and use of resources.
Work with Finance and department heads to cut costs without hurting the guest experience.
Review daily operational and financial reports and act when something is off track.
Support ways to increase revenue from rooms, food and beverage, experiences, and other sources.
Contribute to yearly budgets and business plans.

Guide and support the management team and all staff.
Build a positive culture of accountability and high performance.
Coach department heads and key team members.
Spot talent and plan for future successors within the resort.
Make sure performance reviews are carried out properly.
Work with HR on hiring, staff engagement, training, discipline, and employee relations.

Oversee how all food and beverage outlets and related services perform.
Keep food quality, service, presentation, and guest experience consistent.
Track F&B revenue, cost control, productivity, and guest feedback.
Work with the Executive Chef and F&B leaders to improve menus, concepts, and profits.
Support events, experiences, and other F&B ideas.

Keep rooms, public areas, and guest facilities at the required standard.
Check that rooms are ready, housekeeping is up to standard, and maintenance needs are met.
Work with Front Office and Housekeeping to raise guest satisfaction and efficiency.
Make sure Reservations, Front Office, Housekeeping, and other teams work together well.

Keep the property, equipment, and facilities in good condition.
Work with Engineering and other teams on preventive maintenance and operational needs.
Make sure health, safety, fire, security, and legal requirements are met.
Keep emergency plans and response procedures ready.
Report serious operational, safety, or property risks to the General Manager quickly.

Keep raising standards in every area of the resort.
Carry out regular quality audits and operational reviews.
Make sure standard operating procedures (SOPs) are followed and improved when needed.
Lead action plans to fix areas that fall short.

Lead and support sustainability work that fits the resort's eco-luxury identity.
Monitor how responsibly energy, water, and natural resources are used.
Run waste management, recycling, and conservation programs.
Comply with environmental rules and sustainability certifications where they apply.
Encourage sustainable habits among staff, guests, and suppliers.
Develop community-friendly and environmentally responsible tourism activities.

Build strong relationships with local tourism groups, government bodies, and community partners.
Position the resort as a preferred luxury boutique stay in Ella.
Promote authentic local experiences that engage guests.
Support community development, cultural, and CSR activities.
Watch for local risks and opportunities that could affect the guest experience.

Requirements

~1 min read

Degree or diploma in Hotel Management, Hospitality Management, Business Administration, or a related field.
Professional hospitality qualifications are an advantage.
At least 10 years in luxury or upscale hospitality, with solid hands-on operational management experience.
Previous work as a Resident Manager, Hotel Manager, Executive Assistant Manager, or a similar senior operations role in a quality resort or hotel.
Experience running a resort with many departments is strongly preferred.
Proven experience in financial management, guest experience, people management, and improving operations.