Resident Manager (Expat)

Report to: General Manager

Our client, an ultra-luxury 5* resort on a pristine, remote island in western Indonesia known for its crystal-clear waters, coral reefs, and lush tropical landscapes.

They are currently looking for an experienced Resident Manager to lead daily operations and uphold the property's exceptional standards in hospitality and environmental stewardship. As a Resident Manager, your main job is to make sure the daily operations of our luxury resort on a remote island run smoothly, especially the Rooms Division, which includes Front Office, Housekeeping, and Guest Services.

We're looking for someone who naturally leads, loves hospitality, pays close attention to details, and is comfortable working in a remote and culturally diverse setting.

Qualifications:

• Proven experience (minimum 3 years) in Rooms Division or Front Office senior leadership roles, in an ultra-luxury or remote resort environment.
• Degree/Diploma in Hospitality Management or related field.
• Strong interpersonal, communication, and conflict resolution skills.
• Culturally sensitive with the ability to work in a remote and multicultural setting.
• Excellent problem-solving and decision-making skills.
• Hands-on and adaptable, with a high degree of initiative.
• Proficiency in property management systems.
• Fluent in English; additional languages are an advantage.
• Able to live in a remote location for extended periods of time and travel on a single status.
• Experience in managing budgets and forecasting financial performance.
• Knowledge of hotel operations, inventory management and policies regarding reservations, discounts, and detailed procedures in handling local and overseas room bookings.
• Proven ability to lead and motivate a team.
• Strong understanding of current industry standards and trends.
• Familiar with various hotel systems, including POS, PMS and CRM platforms.
• A well-developed capability for strategic decision-making and a track record of proven results in the areas of customer satisfaction, operational excellence, host satisfaction, revenue and profit.

Responsibilities:

• Lead the development of the Room Divisions Team: Manage and support the teams in Front Office, Housekeeping, and Guest Services to make sure guests have an exceptional stay.
• Develops plans and programs for the departments directly under his responsibility as assigned by the General Manager and assigns/delegates tasks to the appropriate executives who report to him in the fulfilment of such plans/ programs.
• Guest Experience: Make sure every guest enjoys a smooth arrival, a comfortable stay, and a warm, personalised departure.
• Cleanliness & Maintenance: Ensure guest rooms and public areas are always clean, well-maintained, and ready.
• Inventory Management: Oversee supplies like linens, room amenities, and ensure guest rooms are fully stocked and in good condition.
• Improve Standards: Keep updating and improving work procedures (SOPs), checklists, and quality control to maintain excellent service.
• Develop and implement service standards for the guest rooms and common areas of the resort.
• Monitor guest satisfaction scores and implement improvements as necessary.
• Ensure compliance with all resort standards and procedures.
• Develop and maintain relationships with guests to ensure repeat business and positive online reviews.
• Meet financial targets through efficient budget management and revenue optimisation.
• Recruit and train staff, ensuring they are equipped with the tools and knowledge required to exceed guest expectations.
• Work with the entire Operations Department's Rooms Division, Food & Beverage, Spa, Retail Shop, Security and Water sports to develop annual goals and operational objectives.
• Work with the resort department managers and their department heads to establish goals and objectives that coordinate with the overall resort-wide goals and objectives.
• Coordinate the operations and activities of the above departments to ensure synergy within the hotel to reach financial performance and guest satisfaction objectives.
• Promote an effective team spirit within the management team.