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Responsible for directing the day-to-day operations of the hotel, assisting the Managing Director in implementing resort goals, strategies, and fulfilling the Managing Director's duties in his/her absence.
KEY RESPONSIBILITIES
General
1. Have comprehensive knowledge of points of sale and customer data: menus, prices, cardex, events, procedures, forecasts, budgets, room occupancy, etc.
2. Ensure the quality of services across all departments with a friendly, respectful attitude, maintaining availability and a presence in the field.
3. Report daily operational activities to the Managing Director.
4. Act as the Managing Director in their absence.
5. Communicate effectively with all departments to foster good interdepartmental relations.
6. Enforce proper procedures and work instructions across all departments.
7. Propose, coordinate, and monitor new projects.
8. Maintain excellent relationships with suppliers, customers, and staff.
9. Ensure quick and efficient resolution of customer complaints.
10. Promote and ensure the application of high-quality standards (LQA / FORBES & RHR).
11. Build strong relationships with guests to ensure their satisfaction.
12. Monitor customer satisfaction surveys (TrustYou) and implement necessary procedures.
13. Implement the commercial action plan to develop the property's revenue.
14. Assess market trends and competitors to keep the hotel competitive.
15. Create annual goals for the property and team members.
16. Define control criteria and perform audits.
17. Train, motivate, evaluate, mentor, and direct staff to meet goals.
18. Maintain excellent relationships with all staff.
19. Master negotiation techniques for positive outcomes.
20. Communicate effectively with guests and staff, especially in emotionally charged situations.
21. Protect guest and hotel information privacy.
22. Engage actively with people involved in tasks, not just give or receive instructions.
23. Adapt to changing tasks while maintaining quality and efficiency.
24. Remain calm, think clearly, and solve problems using common sense.
Management
1. Recruit and select staff based on job descriptions, knowledge, and skills.
2. Ensure proper staffing levels aligned with occupancy rates.
3. Support staff development and highlight training importance.
4. Encourage creativity and innovation among teams.
5. Promote a positive work environment with managers, leaders, and staff.
6. Develop training plans with the Talent and Culture Department.
7. Follow up on employee opinion surveys and implement changes to meet goals.
Health, Safety, and Environment
1. Supervise maintenance and technical interventions.
2. Ensure compliance with health and safety procedures.
3. Participate actively in sustainability policies.
4. Ensure all staff follow fire and safety regulations.
Food and Beverage
1. Collaborate with the Executive Chef on menu development, purchasing, and technical updates.
2. Plan menu changes, set prices, and coordinate operations.
3. Ensure product quality and rectify issues promptly.
4. Supervise F&B; operations and report to the Managing Director.
5. Control sales, costs, service standards, and cleanliness.
6. Manage budgets, staff forecasts, and costs; attend budget meetings.
7. Conduct regular departmental meetings and inspections.
8. Provide staff performance feedback and manage disciplinary actions.
9. Foster a cooperative, motivating workplace environment.
Administrative / Management / Finance
1. Develop and monitor departmental budgets.
2. Optimize income through upselling and other strategies.
3. Ensure compliance with collection and management procedures.
4. Analyze P&L; statements to control costs.
5. Adjust organizational structure and workforce management for efficiency.
6. Maintain operational equipment.
7. Collaborate with the Management Committee for overall hotel success and guest satisfaction.
Note: This job description reflects current duties but may be modified as needed by the company.
CRITICAL SKILLS & QUALIFICATIONS
- Attention to detail, speed, accuracy; ability to prioritize and organize.
- Clear thinking, calmness, and good judgment in problem-solving.
- Follow instructions thoroughly.
- Understand guest service needs.
- Work well within a team.
- Maintain confidentiality of guest and hotel data.
- Minimum ten years’ hotel experience, with at least five at an executive level, emphasizing F&B; operations.
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