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 workplace 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 coor

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