Resort Manager

Mahindra Holidays & Resorts India Limited · Maharashtra, India

Job Purpose

To oversee the day-to-day operations and strategic management of the resort, ensuring high standards of guest satisfaction, service delivery, asset maintenance, revenue growth, cost control, safety, and employee engagement while driving profitability and sustainable business performance.

Key Responsibilities:

• Guest Experience & Quality

• Ensure exceptional guest service and satisfaction at all touchpoints
• Ensure we create Magical Memories for our guest to take home
• Champion guests journey and touch points, ensuring consistency for every guest
• Monitor guest feedback and implement improvements for service quality
• Handle escalated guest complaints and resolve issues promptly
• Personally attend to escalated/VIP & HWC guests
• Meet/interact with guests during breakfast sessions
• Design signature experiences (curated excursions, wellness programs, culinary events)
• Ensure the target OHE and NPS are met
• Use data-driven insights to anticipate guest preferences

• Operational Management

• Manage end-to-end operations of the resort ensuring smooth guest
• Oversee daily operations across all departments: Front Office, Housekeeping, F&B, Engineering, Security, etc.
• Conduct daily property rounds and random room checks (min five per day)
• Implement and enforce Standard Operating Procedures (SOPs) for quality and efficiency
• Ensure high service standards and SOP adherence across all guest touchpoints
• Daily review of feedback, special requests, guest profiles, occupancy, arrivals, departures, spends & revenue
• Monitor resort quality, room readiness, and cleanliness standards
• Raise CAPEX requirements
• Prepare for TMW & DWM compliance
• Plan activity calendar monthly and major events in advance
• Provide a safe, hygienic and productive environment for guests

• Maintenance & Facilities

• Conduct daily & weekly property rounds to ensure the resrt is always looking it best!
• Ensure preventive maintenance schedule compliance with engineering team
• Oversee property upkeep and coordinate repairs/upgrades
• Maintain property condition: PM schedules, snag lists, asset registers
• Oversee preventive maintenance across all sites (asset lifecycle planning)
• Ensure 100% defect free room
• Ensure building systems (HVAC, electrical, plumbing) are operating safely

• Financial Management

• Manage monthly budgets, cost control, and expense reviews
• Prepare and manage resort-level budgets, control costs, and optimize revenue
• Monitor NRR, review trends & drive initiatives
• Menu reviews and management
• Ensure all systems are being operatored as per SOP and audit ready at all times
• Track financial performance and report to regional leadership
• Monitor food cost, inventory levels, stock checks, and pilferage control
• Control costs through rosters, inventory management, vendor negotiations
• Implement strategies to maximise occupancy and profitability
• Review monthly financial statements and provide variance explanations
• Track property KPIs: Occupancy, ADR, RevPAR, GOP, cost per occupied room
• Develop and manage the resort's annual operating and CAPEX budgets

• Compliance & Safety

• Ensure adherence to health, safety, and environmental regulations
• Conduct regular audits for hygiene, security, and operational standards
• Manage emergency protocols and risk mitigation plans
• Ensure statutory compliance: fire safety, FSSAI, pollution control, PCB
• Ensure all licenses, insurances, AMCs are maintained and updated
• Conduct safety drills; maintain emergency preparedness
• Manage crisis situations effectively (natural disasters, emergencies)
• Ensure FLS equipment readiness
• Update disaster management policy and conduct periodical training

• Team Leadership & HR

• Recruit, train, and supervise resort staff
• Conduct regular performance evaluations and provide coaching
• Foster a positive work culture and ensure compliance with HR policies
• Review staff performance, discipline, grooming, and training
• Ensure staff engagement activities are conducted
• Approve staffing hires; optimize roster-to-demand
• Run daily meetings and weekly reviews
• Conduct monthly talent reviews and prepare training calendars
• Address grievances promptly; ensure fair discipline and recognition
• Interview new candidates for all positions
• Conduct departmental meetings and town halls
• Ensure adherence to manning budgets and team facilities

• Reporting & Communication

• Submit daily, weekly, and monthly reports to Regional Head
• Provide operational reports to Regional Head and corporate office
• Ensure accurate reporting: daily MIS, revenue reconciliation, inventory
• Communicate goals, updates, and policies to staff effectively
• Track complaints, execute service recovery, maintain logs
• Complete tasks and submit reports on time without delays

• Strategic Planning & Innovation

• Plan and implement yearly activities calendar
• Plan and implement initiatives
• Track impact from offers and initiatives
• Curate local experiences (treks, culture, wellness)
• Analyse market trends and guest feedback to improve services
• Innovation for new ideas should be on the agenda
• PIP - develop a long-term PIP, to drive transformation & upgrading

• Sales & Marketing

• Coordinate with the sales team for member presentations and conversions
• Execute local promotions and events at resort
• Maintain relationships with travel agents, corporate clients, and partners
• Support initiatives to increase bookings
• Align sales targets with regional strategy; drive B2B, MICE, travel trade
• Execute pricing strategy, upsell/cross-sell, and ancillary revenue
• Develop strategies to increase occupancy and revenue; manage promotions

• Procurement

• AMC tracking, compliance documentation
• Negotiate and manage contracts for third-party services
• Manage procurement, and inventory
• Ensure vendors deliver services on time, within budget, and to quality standards

• Sustainability & DEI

• Implementation and monitoring of all sustainability initiatives and results
• Ensure all sustainability reporting is correct & on time.
• Ensure resort achieves all DEI targets, championing diversity

• CULTURE & VISION

• Collaborate * Agile * Bold * (CAB). *Integrity *Quality*Care (IQC)
• Help in percolating the vision and targets of the company Infuse comp
• Ensure team is well aware of Mission, vision, credo and values
• Be the face of the resort and be visible to members and guests
• Lead through influence, not just authority, across diverse teams
• Maintain high engagement and discipline among staff
• Ensure fairness and consistency in team management

Required Skills & Qualifications:

• Educational Qualifications - Bachelor's degree in Hotel Management, Hospitality Management, Business Administration, Tourism, or a related field.
• Postgraduate qualification in Hospitality Management is an added advantage.

• Experience: 15 + years in hospitality with at least 4 to 5 years in a leadership (Operations Manager/Resort Manager) role and pre-opening experience is a must.