Role & responsibilities:

Role Overview The General Manager (GM) is responsible for end-to-end management of the resort, including administration, day-to-day operations, legal and statutory compliance, guest experience, and business growth. The GM will work closely with the owners/management to execute innovative ideas that enhance revenue, profitability, and brand positioning of the resort.

Key Responsibilities:

1. Overall Resort Administration

- Lead and manage all departments: Front Office, Housekeeping, F&B;, Kitchen, Spa/Activities, Security, Engineering, Finance, HR and Stores.
- Develop and implement SOPs for all operational areas to ensure consistency, efficiency and high service standards.
- Set annual and monthly operational targets and monitor performance against KPIs (occupancy, ADR, RevPAR, guest satisfaction, costs, etc.).

2. Day-to-Day Operations

- Oversee daily operations to ensure smooth functioning of the resort across all shifts.
- Resolve operational bottlenecks quickly and maintain high standards of cleanliness, safety, and guest service.
- Conduct daily/weekly departmental review meetings and ensure coordination between teams.
- Monitor procurement, inventory and cost control for food, beverages, linens, amenities and other supplies.

3. Legal, Licensing and Statutory Compliance

- Ensure all licenses and registrations (hospitality, FSSAI, liquor, local tourism, pollution control, fire safety, music/entertainment, etc.) are valid, renewed on time and properly documented.
- Ensure compliance with local, state and national laws related to labour, wages, ESI, PF, safety and environmental norms.
- Coordinate with legal advisors, chartered accountants and company secretaries to maintain statutory records and filings.
- Handle inspections, audits and visits from government or regulatory authorities, ensuring full cooperation and zero non-compliance.

4. Financial Management and Profitability

- Prepare and manage annual budgets,



forecasts and monthly MIS reports in coordination with Finance.
- Track revenue streams (rooms, F&B;, banquets, events, activities, spa, ancillary services) and drive strategies to increase yield and profitability.
- Implement cost-control measures without compromising guest experience and brand standards.
- Review P&L; statements regularly and recommend corrective actions to management.

5. Revenue Growth, Sales & Marketing Support

- Collaborate with the sales and marketing team/agency on room packages, events, retreats, weddings, conferences and other offerings to boost occupancy and average rates.
- Support digital marketing and OTA strategies (website, social media, Google, booking portals) by providing inputs on promotions, guest stories, visual content and campaigns.
- Build and maintain relationships with travel agents, corporates, event planners and local partners to drive business.
- Monitor competitor activity, market trends and guest feedback to refine pricing and positioning.

6. Innovation, Business Renovation & Brand Building

- Work with management to identify and execute innovative, creative ideas to upgrade the resorts product, services and experiences (e.g., themed experiences, wellness retreats, eco-friendly initiatives, local cultural programs).
- Plan and oversee renovation, refurbishment and modernization projects in coordination with architects, vendors and contractors.
- Introduce new revenue streams (activities, curated experiences, memberships, partnerships, merchandise, etc.) aligned with the brand.




- Ensure the resort aligns with a clear brand story and guest value proposition, and that this is reflected in service, dcor, communication and guest interactions.

7. Guest Experience and Service Quality

- Ensure a guest-centric culture in the resort, with consistent, warm and professional service.
- Personally handle VIP guests, important groups and escalated complaints to ensure quick resolution and delight.
- Monitor guest feedback from all channels (in-person, feedback forms, online reviews) and convert insights into action plans.
- Implement training and coaching for staff on hospitality standards, communication, grooming and guest handling.

8. People Leadership & Culture

- Lead by example and build a high-performance, accountable, and team-oriented culture in the resort.
- Oversee recruitment, onboarding and training of staff across levels, in coordination with HR.
- Design and implement staff schedules, performance reviews, rewards and disciplinary actions as needed.
- Ensure compliance with labour laws, policies on POSH, and a safe, respectful workplace for all employees.

9. Safety, Security and Risk Management

- Ensure implementation of health, safety and hygiene protocols across the property.
- Oversee security arrangements for guests, staff and property assets.
- Develop and periodically review emergency and crisis management plans (fire, medical emergencies, natural disasters, etc.).
- Ensure regular maintenance of all equipment, infrastructure and facilities to minimize breakdowns and risks.

10. Reporting and Stakeholder Management

- Provide regular updates to promoters/owners on operations, financials, projects and risk areas.
- Prepare and present monthly and quarterly performance reports with key insights and recommendations.

Note: Candidates must have 7+ years of experience. Immediate joiners will be preferred. Candidates from Malad, Vasai, Gorai and Manori locations are encouraged to apply.

📌 General Manager - Operations (Hospitality Industry) (Mumbai)
🏢 Ams Human Resources
📍 Mumbai