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 secure, 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.

📌 Resort Manager (Ratnagiri)
🏢 Mahindra Holidays u0026 Resorts India
📍 Ratnagiri