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

·       Minimum 8–10 years’ experience in luxury hospitality operations.

·       Prior experience as Resort Manager, Director of Operations, Rooms Division Head, or equivalent.

·       Strong operational background in Rooms Division with cross-functional exposure to Spa and Engineering.

·       Island resort or remote location experience preferred.

·       Proven leadership presence with the ability to coach, influence, and hold teams accountable.

·       Strong understanding of luxury service delivery, safety standards, and operational best practices.

·       Hospitality Management degree or equivalent qualification preferred.