Resort Manager

IMPACT OF THIS ROLE

Under the guidance of the Managing Director, is responsible for the day-to-day operation of the hotel towards ensuring compliance to company quality, service, product and fire life safety standards, driving revenue opportunities and maximizing customer satisfaction levels. Maintains close and effective working relationships with all Executive Committee members in the running of the hotel. Undertakes a leading role in promoting the culture and the values of the Group.

Sets and develops strategies aligned with organizational vision and future aspirations. Takes a long-term and big-picture view of the business. Communicates compelling visions and translates that into plans and actions.

KEY RESPONSIBILITIES

Financial

• Demonstrates sound business acumen by keeping up to date with market trends and industry dynamics. Identifies business opportunities for the organization. Demonstrates financial awareness by thinking in terms of profits, loss and added value. Delivers tangible business results.
• Assists in the development and implementation of the Annual Budget, Business Plan, CAPEX Plan, and Goals Programmes to ensure on an on-going basis optimum guest satisfaction, sales potential and profitability.
• Participates in key hotel meetings such as but not limited to P&L Review Meetings, Forecast Meetings, Credit Meetings and Budget Meetings.
• Takes an active role in cost containment initiatives but manages from the perspective of being revenue driven.
• Reviews energy conservation initiatives to ensure minimum energy and utility consumption without sacrificing human comfort.

Operations

• Takes initiative and ownership of making decisions and actions timely and independently. Takes calculated risks and makes considered decisions based on information and intelligence across the organization.
• In the absence of the Managing Director, assumes responsibilities as appropriate. Keeps Managing Director informed of any unforeseen events, which may occur in their absence.
• Actively follows up and co-ordinates the Operations Management Review (OMR) process and action plan across the Hotel to ensure compliance to policies, procedures and standards.
• Ensures quality, fire and life safety standards are fully implemented and are not compromised for profit.
• Ensures emergency procedures are practiced and enforced to provide for the security and safety of guests and associates, and that these are never compromised.
• Ensure security incidents and accidents are logged, investigated and rectified to prevent future incidents.
• Oversees the “Guest Feedback” programme, co-ordinates and drives initiatives to improve performance based on feedback obtained.
• Oversees the “LQA” programme, co-ordinates and drives initiatives to improve performance based on feedback obtained.
• Oversees the “Repeat Guests Recognition Program (RGRP)” to build customer loyalty for the Hotel/Group.
• Participates in conducting weekly inspections, with designated associates, and ensures physical facilities are kept in optimal condition by full implementation of preventive programmes and judicious planning and management of FF&E as directed.
• Establishes and maintains an active level of involvement in the local business community and with related travel industry representatives and other stakeholders.
• Assists in monitoring present and future trends, practices and systems in the hotel industry and determines and ensures execution of competitive programmes as directed.
• Develops and updates policies and manuals, as related to the Division/Department, for implementation in the field, while ensuring compliance to the same for consistency across the group.

Team

• Through people leadership, provides others with a clear direction and sets appropriate standards of behavior. Motivates and empowers others by delegating work appropriately. Provides associates with development opportunities and support. Builds capable and diverse teams.
• Fosters the development of a positive work environment for all associates. Mentors all levels of associates through formal and informal meetings, discussions and performance feedback.
• Establishes and maintains effective internal communication and meetings structures to ensure optimum teamwork and productivity.
• Takes an active involvement in driving productivity initiatives, divisional training needs, and the Performance Appraisal process, in conjunction with Talent & Culture.
• Actively participate in recruitment and succession planning, ensuring the right people are in the right roles, to meet both current and future needs.
• Works effectively with associates to address cultural and / or work environment issues so as to affect positive associate engagement and guest experiences.
• Proactively drives high levels of associate engagement by ensuring regular conversations and communication through department meetings, one to ones and all associate meetings.
• Acts as mentor to hotel management team, responsibility for their professional development and career progression by implementing Professional Appraisal Plans and monitoring individual performance through both informal / formal process.
• Models the company culture, vision, mission and core values at all times, actively driving the vision and values across the hotel.

Other

• While this job description is intended to be an accurate reflection of the duties involved in this position, it is not to be regarded as exhaustive. The company reserves the right to add, remove or alter duties when business need dictates.
• As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

CRITICAL SKILLS & QUALIFICATIONS

• Well-developed leadership competencies:
• Initiative- ability to decide and initiate action.
• Strategic thinking- ability to formulate strategies and methodically solve problems.
• Business acumen- entrepreneurial mindset and commercial thinker.
• People leadership- leads by example, promoting a clear sense of purpose to associates.
• Well-developed communication and presentation skills (written / verbal).
• Effective relationship management skills (internal / external)
• Strong guest centricity skills.
• Strategic understanding of Finance, Talent & Culture, Sales and Marketing.
• Bachelor’s degree or equivalent in Hotel Management, Business degree or equivalent experience.
• Not less than ten years senior hospitality management experience.