Resort Operations Manager

Job Description:

1. Operations Management:

a. Assist the Resort Manager in overseeing daily operations to ensure efficiency and excellence in service

delivery.

b. Monitor and manage resort facilities, including accommodations, dining areas, recreational areas, and

common spaces.

c. Prepare regular operational reports detailing key performance indicators (KPIs), P&L,

Daily/Weekly/Monthly Operations Reports, Cost per operating room per night (CPOR), other costings

related to the operations team, guest satisfaction scores, and maintenance issues.

d. Monitoring and report generation of Property Management System and Point of Sale.

e. Able to create a Business Plan covering all departments in operations with a project timeline for

execution, backed up with historical data and budget management.

1. Staff Management:

a. Supervise and support resort staff, including front desk personnel, housekeeping staff, maintenance

workers, and other team members.

b. Assist in recruiting, training, and evaluating staff to maintain high standards of performance and guest

satisfaction.

c. Generate staffing reports to track employee attendance, performance, and training progress.

1. Guest Relations:

a. Interact with guests to ensure their needs are met and concerns are addressed promptly and

professionally.

b. Resolve guest complaints or issues effectively, aiming to exceed guest expectations and maintain positive

reviews.

c. Compile guest feedback and prepare summary reports to identify trends and areas for improvement.

1. Financial Management:

a. Assist in budget planning and monitoring to ensure financial goals are met while maintaining quality

standards.

b. Implement cost-control measures and revenue-generating strategies to maximize profitability.

c. Generate financial reports, including profit and loss statements, and forecasting.

1. Quality Assurance:

a. Uphold and enforce resort policies, procedures, and standards to ensure compliance with regulatory

requirements and industry best practices.

b. Conduct regular inspections of resort facilities to maintain cleanliness, safety, and functionality.

c. Prepare quality assurance reports outlining inspection findings and recommended corrective actions.

1. Collaboration and Communication:

a. Foster a collaborative and communicative environment among resort staff to promote teamwork and

efficiency.

b. Liaise with other departments, vendors, and external partners to coordinate activities, events, and

services.

c. Provide regular updates to the Resort Manager through written and verbal reports on operational,

financial, and guest-related matters.

1. Leadership and Development:

a. Lead by example, demonstrating professionalism, integrity, and a commitment to excellence in all aspects

of resort management.

b. Provide mentorship, guidance, and support to staff members to facilitate their professional growth and

development.

c. Create development plans and progress reports for staff members to track their career advancement

within the resort.

Responsibilities per Department:

1. Front Office and Guest Services:

a. Supervise front desk operations, including check-in/check-out procedures, reservations, and guest

inquiries, night audits.

b. Ensure guest satisfaction by resolving issues and addressing complaints in a timely and professional

manner.

c. Prepare occupancy reports, reservation summaries, and guest feedback analyses for review by the

Resort Manager.

1. Housekeeping and Maintenance:

a. Oversee housekeeping staff to ensure cleanliness and maintenance of guest rooms, public areas, and

facilities.

b. Coordinate with maintenance teams to address repair and maintenance needs promptly.

c. Generate reports on room cleanliness, maintenance requests, and inventory levels for cleaning supplies

and equipment.

1. Food and Beverage Services/Kitchen:

a. Supervise restaurant and bar operations, including menu planning, ordering, and inventory management.

b. Monitor food quality, service standards, and guest feedback to maintain high levels of satisfaction.

c. Prepare reports on food and beverage sales, inventory usage, and cost control measures.

1. Recreation and Activities:

a. Coordinate recreational activities and entertainment programs for guests, such as water sports, tours, and

special events.

b. Ensure the safety and enjoyment of guests participating in recreational activities.

c. Generate reports on activity participation, equipment usage, and guest feedback for program evaluation.

1. Human Resources and Training:

a. Assist with recruitment, training, and development initiatives for resort staff.

b. Maintain employee records, schedules, and performance evaluations.

c. Prepare reports on staffing levels, training progress, and employee satisfaction surveys.

d. Government compliance related to HR Matters.

1. Finance and Accounting:

a. Assist with budget preparation, financial forecasting, and expense monitoring.

b. Review financial reports, such as profit and loss statements and cash flow analyses.

c. Prepare reports on expense management, and financial performance for review by management.

d. Government compliance related to Finance and Accounting Matters.

1. Sales and Marketing:

a. Support marketing initiatives to promote the resort and attract guests.

b. Monitor sales activities, including room bookings, event reservations, and upselling opportunities.

c. Prepare reports on sales trends, marketing campaign effectiveness, and guest demographics.

1. Security and Safety:

a. Ensure compliance with safety and security protocols to protect guests, employees, and property.

b. Conduct regular inspections of security systems, fire safety equipment, and emergency response

procedures.

c. Prepare incident reports, security logs, and safety inspection summaries for management review.

Qualifications:

● Education: Bachelor's degree in Hospitality/Tourism Management, Business Administration, or related field.

● Experience: Minimum 5 years in a resort/hotel operations management role, with at least 2 years in leadership. Experience in eco-tourism or sustainability programs is a plus.

● Skills: Strong knowledge of PMS and POS systems; financial and operational reporting; leadership;

problem-solving; communication; budget management.

• ● Attributes: Guest-oriented, results-driven, decisive, adaptable to a nature-based working environment, with a passion for conservation and hospitality.