The posting
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.
- 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.
Luxury Guest Experience
- 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.
Reputation and Brand
- 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.
Finance and Business Growth
- 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.
People Leadership
- 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.
Food & Beverage
- 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.
Rooms & Guest Services
- 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.
Maintenance, Safety & Risk
- 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.
Quality & Standards
- 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.
Sustainability & Environment
- 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.
Destination and Community
- 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
- 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.
Skills Required
- Operational leadership
- Commercial and business sense
- Strong guest focus
- People leadership & coaching
- Decision-making & problem-solving
- Financial awareness & cost control
- Communication & interpersonal skills
- Working under pressure and juggling priorities
- Integrity & accountability
- Attention to detail
- Knowledge of luxury hospitality standards
