The Associate General Manager/Senior Manager will be based out of Miros Hotels & Resorts Corporate Office in Mumbai and will oversee operations of all resorts across India. This role supports the General Manager (Corporate) in driving operational excellence, establishing and standardizing processes, enhancing guest experience, and ensuring people, product, process, and profit goals are met across all properties. The AGM will also lead pre-opening and opening of new resorts, develop teams, and drive organizational culture and engagement.
Key Responsibilities
1. Operations Management
- Oversee day-to-day operations of all resorts across India in coordination with property GMs and functional heads.
- Conduct regular property visits to audit standards, identify gaps, and implement improvements.
- Ensure compliance with brand standards, statutory guidelines, and SOPs across all properties.
- Monitor key operational metrics and implement corrective action plans as needed.
2. Process & Standards Development
- Assist the General Manager in creating, updating, and implementing processes and SOPs across departments (Front Office, F&B, Housekeeping, Engineering, Security, Finance, HR).
- Ensure consistent adoption of processes across properties through audits, training, and performance reviews.
- Identify operational inefficiencies and drive costeffective solutions without compromising guest experience.
3. People Management & Training
- Collaborate with HR in workforce planning, recruitment, and hiring for all resorts and corporate requirements.
- Develop and execute training programs across resorts to upgrade skills in operations, leadership, safety, service excellence, and compliance.
- Mentor property leadership teams and help build a strong talent pipeline for future resort leaders.
- Drive employee engagement initiatives to enhance retention, productivity, and culture alignment.
4. Pre-Opening & Opening Support
- Lead project planning for pre-opening and opening of new properties, coordinating with design, projects, procurement, HR, and operations teams.
- Develop pre-opening checklists, operating manuals, staffing plans, OS&E procurement lists, and training schedules.
- Ensure timely readiness of all operational areas for smooth opening within planned timelines and budgets.
5. Guest Experience & Quality Assurance
- Monitor guest satisfaction scores (internal & external) and ensure consistent improvement across all resorts.
- Implement guest experience enhancement programs and service recovery guidelines.
- Lead periodic quality audits and ensure action plans are executed promptly.
6. Financial Management
- Support the GM and Finance team with budgeting, forecasting, and financial analysis for all properties.
- Track profitability, cost control, payroll ratios, and other key financial indicators of each resort.
- Assist in creating strategies to enhance revenue, optimise costs, and improve overall profitability.
7. Vendor, Procurement & Asset Management
- Collaborate with the procurement team to standardise vendor selection, rate contracts, and supply quality across all resorts.
- Ensure preventive maintenance, asset upkeep, and capex planning is adhered to at each property.
- Evaluate product standards in rooms, F&B, and public areas and ensure consistent quality.
8. Coordination & Reporting
- Act as a critical link between corporate office and resort teams, ensuring seamless flow of communication and alignment on goals.
- Provide regular operational reports, performance updates, and improvement plans to senior leadership.
- Represent the corporate office during audits, reviews, and stakeholder meetings.
9. Safety, Compliance & Risk Management
- Ensure adherence to health, safety, fire, and environmental standards across properties.
- Drive compliance with local regulations, licenses, permits, and hospitality industry norms.
- Establish crisis management and emergency response protocols across resorts.
Qualifications & Experience
- Graduate or postgraduate degree in Hospitality Management or related field.
- 10–15+ years of experience in hotel/resort operations with at least 3–5 years in a senior leadership or cluster/corporate role.
- Experience in multi-property management and pre-opening environments preferred.
- Strong understanding of hospitality operations, industry standards, and guest experience drivers.
Key Competencies
- Strong leadership and team-building skills.
- Excellent communication, interpersonal, and conflict-resolution abilities.
- Strategic thinking with a hands-on, execution-focused approach.
- Proficiency in operational analytics, budgeting, and performance management.
- Ability to travel extensively across India.
Candidate Experience
- 8-10 years of hospitality experience
- 3–5 in multi-property or corporate oversight
- 4-5 years in a senior hotel operations role
- Experience with pre-openings, team training, brand SOPs, and guest experience enhancement
- Strong exposure to resort operations
