Deputy General Manager Resort Operations

Job Title: Deputy General Manager Resort Operations

Location:

Department:

Reports To:

Role Overview:

The Deputy General Manager (DGM) Resort Operations is responsible for overseeing the day-to-day functioning of the resort and ensuring world-class guest experiences. The role involves managing multiple operational departments, driving service excellence, ensuring compliance, and supporting the General Manager in strategic planning and overall business performance.

Key Responsibilities:

1. Operations Management

• Oversee daily operations across F&B, Rooms Division, Front Office, Housekeeping, and other guest-facing departments.
• Ensure smooth coordination between departments to deliver seamless guest service.
• Monitor property standards, cleanliness, safety, and maintenance upkeep.

2. Guest Experience & Service Quality

• Maintain high levels of guest satisfaction and address escalated guest concerns with prompt solutions.
• Implement service excellence standards and conduct regular quality audits.
• Drive guest feedback initiatives and corrective action plans.

3. Team Leadership & Development

• Lead, mentor, and motivate operational teams to achieve performance goals.
• Support recruitment, training, and skill enhancement programs for staff.
• Foster a positive and performance-driven work culture.

4. Financial & Business Performance

• Assist in preparing operational budgets and monitor department-wise cost controls.
• Support revenue growth initiatives across accommodation, F&B, events, and activities.
• Analyse operational data and implement efficiency-improving measures.

5. Compliance, Safety & SOPs

• Ensure adherence to company policies, statutory compliance, hygiene standards, and safety protocols.
• Review and update SOPs regularly for improved operational efficiency.
• Coordinate with security and safety teams for guest and staff well-being.

6. Coordination with Senior Management

• Work closely with the General Manager to execute strategic plans.
• Prepare operations reports, performance updates, and recommend improvements.
• Represent the resort in meetings and cross-functional discussions.

Required Qualifications & Experience:

• Bachelor's Degree in Hospitality Management or related field.
• 812+ years of experience in resort/hotel operations with at least 34 years in a managerial or senior leadership role.
• Strong understanding of Rooms and F&B operations.
• Excellent communication, leadership, and problem-solving skills.
• Proven experience in managing a large team and multi-departmental coordination.
• Ability to work in a dynamic, fast-paced hospitality environment.

Preferred Attributes:

• Guest-first mindset with strong service orientation.
• Hands-on operational approach.
• Innovative thinking with ability to implement new ideas.
• Experience working in lifestyle resorts, vineyards, boutique properties, or destination hospitality is a plus.