Resident Manager

Resort Operations

• Run the resort's daily operations so every department works smoothly and efficiently.
• Keep service, cleanliness, safety, hospitality, and guest engagement at a high standard.
• Make sure operating procedures and brand and service standards are followed every day.
• Inspect the property regularly and fix any gaps straight away.
• Work closely with department heads so teams work well together.
• Keep the resort properly staffed and ready for both busy and quiet seasons.
• Act as the senior leader on site when the General Manager is away.

Luxury Guest Experience

• Build a guest-first culture where every guest gets a personal, memorable stay.
• Oversee VIP arrivals, guest interactions during the stay, and departures.
• Create local experiences that reflect the culture, nature, and heritage of Ella.
• Track guest preferences and make sure every department acts on them.
• Work with teams to design special experiences such as wellness, dining, excursions, and celebrations.
• Build guest loyalty, repeat stays, and referrals through excellent service.
• Keep improving service with the relevant departments.

Reputation and Brand

• Monitor and manage the resort's reputation on review sites and social media.
• Reply to guest reviews promptly and use complaints as a chance to put things right.
• Work with Sales & Marketing to raise the resort's visibility and brand position.
• Protect and strengthen the resort's name as a leading luxury boutique stay in Ella.
• Watch competitors and market trends to find ways to improve and stand out.

Finance and Business Growth

• Help the General Manager meet revenue, profit, and operational targets, and carry out the resort's strategy.
• Track department performance, running costs, and use of resources.
• Work with Finance and department heads to cut costs without hurting the guest experience.
• Review daily operational and financial reports and act when something is off track.
• Support ways to increase revenue from rooms, food and beverage, experiences, and other sources.
• Contribute to yearly budgets and business plans.

People Leadership

• Guide and support the management team and all staff.
• Build a positive culture of accountability and high performance.
• Coach department heads and key team members.
• Spot talent and plan for future successors within the resort.
• Make sure performance reviews are carried out properly.
• Work with HR on hiring, staff engagement, training, discipline, and employee relations.

Food & Beverage

• Oversee how all food and beverage outlets and related services perform.
• Keep food quality, service, presentation, and guest experience consistent.
• Track F&B revenue, cost control, productivity, and guest feedback.
• Work with the Executive Chef and F&B leaders to improve menus, concepts, and profits.
• Support events, experiences, and other F&B ideas.

Rooms & Guest Services

• Keep rooms, public areas, and guest facilities at the required standard.
• Check that rooms are ready, housekeeping is up to standard, and maintenance needs are met.
• Work with Front Office and Housekeeping to raise guest satisfaction and efficiency.
• Make sure Reservations, Front Office, Housekeeping, and other teams work together well.

Maintenance, Safety & Risk

• Keep the property, equipment, and facilities in good condition.
• Work with Engineering and other teams on preventive maintenance and operational needs.
• Make sure health, safety, fire, security, and legal requirements are met.
• Keep emergency plans and response procedures ready.
• Report serious operational, safety, or property risks to the General Manager quickly.

Quality & Standards

• Keep raising standards in every area of the resort.
• Carry out regular quality audits and operational reviews.
• Make sure standard operating procedures (SOPs) are followed and improved when needed.
• Lead action plans to fix areas that fall short.

Sustainability & Environment

• Lead and support sustainability work that fits the resort's eco-luxury identity.
• Monitor how responsibly energy, water, and natural resources are used.
• Run waste management, recycling, and conservation programs.
• Comply with environmental rules and sustainability certifications where they apply.
• Encourage sustainable habits among staff, guests, and suppliers.
• Develop community-friendly and environmentally responsible tourism activities.

Destination and Community

• Build strong relationships with local tourism groups, government bodies, and community partners.
• Position the resort as a preferred luxury boutique stay in Ella.
• Promote authentic local experiences that engage guests.
• Support community development, cultural, and CSR activities.
• Watch for local risks and opportunities that could affect the guest experience.

Requirements

• Degree or diploma in Hotel Management, Hospitality Management, Business Administration, or a related field.
• Professional hospitality qualifications are an advantage.
• At least 10 years in luxury or upscale hospitality, with solid hands-on operational management experience.
• Previous work as a Resident Manager, Hotel Manager, Executive Assistant Manager, or a similar senior operations role in a quality resort or hotel.
• Experience running a resort with many departments is strongly preferred.
• Proven experience in financial management, guest experience, people management, and improving operations.

Skills Required

• Operational leadership
• Commercial and business sense
• Strong guest focus
• People leadership & coaching
• Decision-making & problem-solving
• Financial awareness & cost control
• Communication & interpersonal skills
• Working under pressure and juggling priorities
• Integrity & accountability
• Attention to detail
• Knowledge of luxury hospitality standards