Operations Manager

Key Responsibilities:

Operational Leadership

• Lead and supervise all operational departments ensuring service excellence aligned with brand standards.
• Implement SOPs across all guest-facing and support departments to drive consistency and quality.
• Monitor daily resort operations to achieve high levels of guest satisfaction and operational efficiency.
• Ensure all facilities (rooms, restaurants, wellness, recreation, engineering) operate smoothly and meet luxury standards.

Guest Experience & Service Excellence

• Champion a culture of personalized service and exceptional guest experiences.
• Resolve guest issues promptly and professionally, ensuring root cause analysis and preventive actions.
• Oversee VIP services and ensure the delivery of tailored guest experiences.

Financial & Business Performance

• Support the General Manager in achieving budgeted revenues, GOP, and operational KPIs.
• Optimize operational costs through effective resource management and process improvement.
• Review P&L reports, analyze variances, and drive profitability through efficiency initiatives.

Team Leadership & Development

• Lead, mentor, and develop Department Heads and their teams to foster a high-performance culture.
• Identify training needs and collaborate with HR for skill enhancement programs.
• Promote cross-functional collaboration and succession planning within the resort.

Health, Safety & Compliance

• Ensure adherence to statutory regulations including FSSAI, Fire & Safety, Health & Hygiene, Environmental standards.
• Implement and monitor crisis management protocols, audits, and risk assessments.

Brand Standards & Quality Control

• Ensure operational alignment with corporate brand guidelines and service standards.
• Drive quality assurance initiatives, guest feedback analysis, and continuous improvement processes.