Maple Ash Resort

The Operations Manager is the strategic leader responsible for overseeing all day-to-day operations of Maple Ash Resort. This pivotal role ensures the seamless coordination of all departments (Front Office, Housekeeping, Food & Beverage, Spa/Wellness, and Maintenance) to deliver an outstanding and memorable luxury guest experience that aligns with the resort's premium brand image, natural setting, and commitment to sustainability. Key Responsibilities Operational Management & Efficiency Oversee Daily Operations: Manage the smooth and efficient running of all resort departments, ensuring adherence to high standards of quality and service. Policy Implementation: Develop, implement, and monitor operational policies and procedures to maximize efficiency and guest satisfaction while maintaining compliance with local regulations (including health, safety, and hygiene standards). Maintenance & Facilities: Work closely with the maintenance team to ensure all public areas, rooms, and resort facilities (including the Infinity Pool and Spa) are impeccably maintained and functional. Guest Experience & Service Excellence Service Standards: Define and uphold the highest standards of personalized hospitality and luxury service, consistent with a premium Wayanad nature resort. Feedback & Resolution: Promptly and professionally handle all guest inquiries, requests, and complaints, striving for swift resolution and continuous improvement based on guest feedback (reviews and surveys). Experience Coordination: Collaborate with the team to curate and manage guest experiences, including nature walks, adventure activities, wellness programs (Yoga/Ayurvedic spa), and private dining events. Financial Performance & Control Budget Management: Monitor department budgets, control operational expenses, and manage inventory (e.g., F&B, housekeeping supplies) to maximize profitability without compromising service quality. Revenue Optimization: Work with the Sales and Revenue teams to implement effective strategies for maximizing occupancy and average daily rates (ADR). Team Leadership & Development Staff Management: Lead, motivate, and mentor a diverse, multilingual team across various departments. Recruitment & Training: Oversee the hiring, training, and performance evaluation of department supervisors and staff, fostering a positive, cohesive, and high-performance work environment. Scheduling: Ensure optimal staffing levels and coordinate shift schedules to meet operational demands, particularly during peak seasons. Sustainability & Local Engagement Eco-Practices: Champion and enforce the resort’s eco-friendly and sustainable practices (e.g., reduced plastic use, waste management, local sourcing) in daily operations. Local Relations: Build and maintain strong, positive relationships with local vendors, suppliers, and the surrounding community. Qualifications & Skills Required Qualifications Bachelor's degree in Hospitality Management, Business Administration, or a related field. Minimum of 5+ years of progressive experience in Hotel or Resort Operations Management, preferably within a luxury or 4/5-star property. Demonstrated experience managing multiple departments simultaneously (Front Office, F&B, Housekeeping). Proven financial acumen, including budgeting, forecasting, and cost control. Key Skills & Competencies Leadership: Exceptional leadership, coaching, and team-building skills. Communication: Excellent verbal and written communication skills in English and preferably a local language (such as Malayalam). Problem-Solving: Strong analytical and decision-making skills, with the ability to handle high-pressure situations. Customer Focus: A passion for delivering world-class, personalized customer service. Adaptability: Flexibility to work irregular hours, including evenings, weekends, and holidays, as demanded by the hospitality industry. Technical Proficiency: Knowledge of hotel management software (PMS) and standard office applications. Job Type: Full-time Pay: ₹30,000.00 - ₹35,000.00 per month Work Location: In person