Job PurposeTo 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 & QualityEnsure exceptional guest service and satisfaction at all touchpointsEnsure we create Magical Memories for our guest to take homeChampion guests journey and touch points, ensuring consistency for every guestMonitor guest feedback and implement improvements for service qualityHandle escalated guest complaints and resolve issues promptlyPersonally attend to escalated/VIP & HWC guestsMeet/interact with guests during breakfast sessionsDesign signature experiences (curated excursions, wellness programs, culinary events)Ensure the target OHE and NPS are metUse data-driven insights to anticipate guest preferencesOperational ManagementManage end-to-end operations of the resort ensuring smooth guestOversee 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 efficiencyEnsure high service standards and SOP adherence across all guest touchpointsDaily review of feedback, special requests, guest profiles, occupancy, arrivals, departures, spends & revenueMonitor resort quality, room readiness, and cleanliness standardsRaise CAPEX requirementsPrepare for TMW & DWM compliancePlan activity calendar monthly and major events in advanceProvide a secure, hygienic and productive environment for guestsMaintenance & FacilitiesConduct daily & weekly property rounds to ensure the resrt is always looking it best!Ensure preventive maintenance schedule compliance with engineering teamOversee property upkeep and coordinate repairs/upgradesMaintain property condition: PM schedules, snag lists, asset registersOversee preventive maintenance across all sites (asset lifecycle planning)Ensure 100% defect free roomEnsure building systems (HVAC, electrical, plumbing) are operating safelyFinancial ManagementManage monthly budgets, cost control, and expense reviewsPrepare and manage resort-level budgets, control costs, and optimize revenueMonitor NRR,



review trends & drive initiativesMenu reviews and managementEnsure all systems are being operatored as per SOP and audit ready at all timesTrack financial performance and report to regional leadershipMonitor food cost, inventory levels, stock checks, and pilferage controlControl costs through rosters, inventory management, vendor negotiationsImplement strategies to maximise occupancy and profitabilityReview monthly financial statements and provide variance explanationsTrack property KPIs: Occupancy, ADR, RevPAR, GOP, cost per occupied roomDevelop and manage the resort's annual operating and CAPEX budgetsCompliance & SafetyEnsure adherence to health, safety, and environmental regulationsConduct regular audits for hygiene, security, and operational standardsManage emergency protocols and risk mitigation plansEnsure statutory compliance: fire safety, FSSAI, pollution control, PCBEnsure all licenses, insurances, AMCs are maintained and updatedConduct safety drills; maintain emergency preparednessManage crisis situations effectively (natural disasters, emergencies)Ensure FLS equipment readinessUpdate disaster management policy and conduct periodical trainingTeam Leadership & HRRecruit, train, and supervise resort staffConduct regular performance evaluations and provide coachingFoster a positive work culture and ensure compliance with HR policiesReview staff performance, discipline, grooming, and trainingEnsure staff engagement activities are conductedApprove staffing hires; optimize roster-to-demandRun daily meetings and weekly reviewsConduct monthly talent reviews and prepare training calendarsAddress grievances promptly; ensure fair discipline and recognitionInterview new candidates for all positionsConduct departmental meetings and town hallsEnsure adherence to manning budgets and team facilitiesReporting & CommunicationSubmit daily, weekly, and monthly reports to Regional HeadProvide operational reports to Regional Head and corporate officeEnsure accurate reporting: daily MIS,



revenue reconciliation, inventoryCommunicate goals, updates, and policies to staff effectivelyTrack complaints, execute service recovery, maintain logsComplete tasks and submit reports on time without delaysStrategic Planning & InnovationPlan and implement yearly activities calendarPlan and implement initiativesTrack impact from offers and initiativesCurate local experiences (treks, culture, wellness)Analyse market trends and guest feedback to improve servicesInnovation for new ideas should be on the agendaPIP - develop a long-term PIP, to drive transformation & upgradingSales & MarketingCoordinate with the sales team for member presentations and conversionsExecute local promotions and events at resortMaintain relationships with travel agents, corporate clients, and partnersSupport initiatives to increase bookingsAlign sales targets with regional strategy; drive B2B, MICE, travel tradeExecute pricing strategy, upsell/cross-sell, and ancillary revenueDevelop strategies to increase occupancy and revenue; manage promotionsProcurementAMC tracking, compliance documentationNegotiate and manage contracts for third-party servicesManage procurement, and inventoryEnsure vendors deliver services on time, within budget, and to quality standardsSustainability & DEIImplementation and monitoring of all sustainability initiatives and resultsEnsure all sustainability reporting is correct & on time.Ensure resort achieves all DEI targets, championing diversityCULTURE & VISIONCollaborate * Agile * Bold * (CAB). *Integrity *Quality*Care (IQC)Help in percolating the vision and targets of the company Infuse compEnsure team is well aware of Mission, vision, credo and valuesBe the face of the resort and be visible to members and guestsLead through influence, not just authority, across diverse teamsMaintain high engagement and discipline among staffEnsure fairness and consistency in team managementRequired 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 (Mumbai)
🏢 Mahindra Holidays and Resorts
📍 Mumbai