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:

1. 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

1. 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 workplace for guests

1. Maintenance & Facilities
- Conduct daily & weekly property rounds to ensure the resrt is always looking it best
- Ensure preventive maintenance schedule compliance with engineering te

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