Resort Operations Director
4 days ago
We are looking for a highly skilled and experienced Resort Operations Director to lead our team at Reap HR Consultancy. As a key member of our operations team, you will be responsible for overseeing the day-to-day activities of our resorts, ensuring that every guest has an exceptional experience and that our operations are running smoothly and efficiently.
About Us
We are a specialist recruitment agency focused on providing top talent to the hospitality industry. With years of experience and expertise, we have built a strong reputation for delivering high-quality candidates who meet our clients' specific needs.
Key Responsibilities:
- Operations Oversight
- Day-to-day management of resort operations, ensuring high standards of quality and service across all departments (front office, housekeeping, food and beverage, maintenance, etc.).
- Regular monitoring of resort operations to ensure guest satisfaction is met, service quality standards are maintained, and operational targets are achieved.
- Collaboration with department heads to ensure smooth operations and efficiency in all areas of the resort.
- Development and implementation of operational policies and procedures that align with the brand's standards and the expectations of guests.
- Leadership, motivation, and management of a team of department heads and staff, promoting teamwork, guest service excellence, and a positive work culture.
- Regular performance evaluations, constructive feedback, and issue resolution to foster a high-performing team.
- Ongoing staff training programs and professional development opportunities to enhance service delivery and operational efficiency.
- Adequate staffing levels and effective recruitment, onboarding, and employee retention efforts for all resort positions.
- Budget development and management, ensuring financial targets and profitability goals are met or exceeded.
- Revenue management strategies, including pricing, booking systems, and promotions, to maximize revenue generation and occupancy rates.
- Operational cost monitoring and control, ensuring expenses are within budget and resources are utilized efficiently.
- Financial report preparation, performance metric analysis, and corrective action to improve financial performance.
- Timely and accurate billing, invoicing, and payment collection processes.
- Evaluation and improvement of all guest interactions to deliver exceptional guest service.
- Guest complaint and concern resolution in a timely and professional manner, ensuring customer satisfaction and loyalty.
- Quality control of guest accommodation, amenities, and services to ensure consistently positive guest experiences.
- Guest satisfaction surveys and feedback analysis to continuously improve service and operational standards.
- Promotion of an atmosphere of luxury and personalized service, ensuring that guests feel valued and well taken care of during their stay.
- Collaboration with the sales and marketing teams to promote the resort through targeted marketing campaigns, partnerships, and brand initiatives.
- Identification of new revenue opportunities, special packages, and promotional offers that attract new guests and retain existing ones.
- Strategies to enhance online presence, reputation management, and reviews on travel platforms (TripAdvisor, Booking.com, etc.).
- Fostering relationships with local businesses, travel agencies, and corporate clients to enhance occupancy rates and brand recognition.
- Maintenance of the property to the highest standards of cleanliness, safety, and upkeep, including all rooms, public areas, and facilities.
- Collaboration with the maintenance and housekeeping departments to address any repairs, issues, or special requests promptly.
- Compliance with local health and safety regulations and industry standards, including fire safety, emergency protocols, and environmental sustainability.
- Risk management practices, including insurance and security, to protect the property, guests, and staff.
- Collaboration with senior leadership and ownership to set long-term goals, define strategies for growth, and implement action plans for business development.
- Market trend analysis, competitor activity, and guest feedback to adapt continuously and enhance the property's offerings.
- Detailed reports on hotel performance, guest satisfaction, financial performance, and operational goals to senior management or ownership.
- Positioning the property as a market leader in terms of service, reputation, and profitability.
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