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 setting 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/upgrade

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