Resort Manager

Role overview

The Resort Manager serves as the top operational leader for the property and steps in as General Manager when required. This role oversees key functions such as Front Office, Business Center, Retail and Gift Shops, Recreation and Fitness, Housekeeping, Engineering and Maintenance, Food and Beverage, and Event Management where applicable. Working closely with executive leaders and department heads, the manager helps shape and execute the property operations strategy, aligns teams with brand service priorities, and drives both guest satisfaction and employee engagement while supporting strong financial outcomes.

As part of the Executive Committee, the role is also responsible for building and rolling out property-wide initiatives that enhance service delivery, support the brand’s target guests and employees, and generate healthy returns on investment.

Profitability and budget control

• Keep the operations team focused on the most important factors that influence guest satisfaction and financial performance.
• Ensure operational areas maintain an environment that supports a strong guest experience.
• Analyze financial reports and statements to measure performance against budget.
• Make sure capital spending is directed toward the priorities identified in the service strategy.
• Partner with direct reports to identify concerns and improve department-level financial results.
• Protect profit margins without sacrificing the experience of guests or employees.
• Spot operational issues, assess root causes, and help create solutions that reduce repeat problems.
• Coach the team on managing occupancy, room rates, wages, and other controllable costs effectively.
• Review wage progress data, compare planned and actual wages, and guide leaders in correcting variances while holding them accountable.
• Create and carry out an operations plan that supports the brand’s business direction and drives execution.
• Make important decisions that keep the property progressing toward its goals.

Property operations management

• Continuously work to raise service performance.
• Communicate operational objectives clearly and consistently to achieve the intended results.
• Ensure brand and regional initiatives are implemented and that any follow-up actions are shared with the team as needed.
• Confirm that the core parts of the service strategy are in place and functioning effectively.
• Conduct regular property walkthroughs and speak with both employees and guests to better understand business needs and identify improvement areas.

Leadership of the property team

• Set a clear vision for product and service delivery across the property.
• Promote the brand’s service philosophy and make sure leadership across the property is aligned with it.
• Ensure employees are treated consistently, fairly, and equitably.

Human resources and team development

• Observe employee service behaviors and provide constructive feedback to individuals and/or their managers.
• Recruit operations leaders who bring strong expertise, creativity, and entrepreneurial thinking to support business needs.
• Complete annual performance reviews for direct reports in line with standard operating procedures.
• Maintain an open-door approach and use employee satisfaction feedback to identify and resolve concerns.
• Stay informed about leadership talent within the property.
• Build employee commitment to excellent service by joining daily stand-up meetings and modeling the expected service standards in all guest and employee interactions.