Resort Manager 
(11394)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

Job Summary

Functions as the Strategic Business Leader of Hotel Operations.  Areas of responsibility Rooms, Food & Beverage, Culinary, Spa, Retail and Outdoor Operations.  Position works with direct reports (Executive Committee members and Department Heads) to develop and implement the operations strategy and ensures implementation of the brand service strategy and brand initiatives.  The position ensures operations meets the brand’s target customer needs, ensures colleague satisfaction, focuses on growing revenues, and maximizes financial performance.  As a Member of the Executive Committee, develops and implements hotel-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and property colleagues and provide a return on investment to the owner and Kerzner International Management.

Key Duties and Responsibilities

Operations

• Develops an operational strategy that is aligned with the brand’s business strategy and leads its execution.  Works with team to put sustainable work processes and systems in place that support the execution of the strategy.
• Keeps operations team focused on the critical components of operations to drive guest satisfaction and the desired financial results; makes and executes key decisions to keep property moving forward towards achievement of goals.
• Champions change.  Ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
• Establishes a vision for product and service delivery on property.
• Continually communicates a clear and consistent message regarding operational goals to produce desired results.
• Identifies and analyses operational challenges and facilitates the development of solutions to prevent reoccurrence.
• Ensures that all operational areas have an atmosphere that is conducive to the overall guest experience.
• Researches new products, services or trends and introduces ideas to operations to enable property to remain competitive.
• Analyses pricing and services of competition and maintains active relationship with competition.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Tours building on a regular basis speaking with colleagues and guests to understand business needs and assess operational opportunities.
• Participates in public space walk-throughs with Engineering, Housekeeping and Stewarding to ensure guest rooms, public space and back of the house areas are well maintained and preventative maintenance processes are in place.
• Works with community and local officials to ensure operational issues that involve external parties can be resolved in a mutually beneficial manner.
• Ensures regional business initiatives are implemented and communicates follow-up actions to team as necessary. 
• Communicates and executes departmental and hotel emergency procedures and ensures operations staff can do the same.

Guest Satisfaction

• Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership team.
• Fosters colleague commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviours in all interactions with guests and colleagues.
• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer; ensures core elements of the service strategy are in place to produce the desired results.
• Serves as the customer advocate on the property.  Pulls together resources to resolve guest and operational issues and impact results.
• Is highly visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Observes service behaviours of colleagues and provides feedback to individuals and/or managers; continuously strives to improve service performance.
• Facilitates/attends pre- and post-convention meetings to establish relationship with customer, understand group needs and set and manage expectations.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.  Reviews findings with leadership team and ensures appropriate corrective action is taken.  
• Analyses service issues and identifies trends.  Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Ensures leadership team is focused on service failures or potential service failures for high profile groups e.g., space conflicts, direct billing errors or denials and works with team to identify long term solutions. 
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to meet or exceed guest expectations and continually improve results.
• Ensures that a customer recognition program is in effect throughout all operations areas.

Human Resources 

• Hires operations management colleagues who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation.
• Creates appropriate development plans and develops colleagues based on their individual strengths, development needs, career aspirations and abilities.  Ensures the same is done for all managers in the property.
• Is knowledgeable of leadership talent in the property; identifies resource needs to strengthen team and plans for future openings. 
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.  Coaches team by providing specific feedback to improve performance.  Conducts annual performance appraisals with direct reports according to Standard Operating Procedures.
• Ensures service, technical skills and leadership training occurs throughout operations to support successful daily operations.
• Establishes and maintains open, collaborative relationships with direct reports and entire team. 
• Establishes a presence with colleagues on property and actively solicits colleague feedback.  Utilizes an “open door” policy and reviews colleague satisfaction results to identify and address colleague problems or concerns.  Ensures colleagues are treated fairly and equitably. 
• Ensures that regular on-going communication takes place throughout operations to recognize performance, set expectations and create awareness of business objectives.
• Celebrates successes and publicly recognizes the contributions of colleagues; ensures recognition occurs in all operations areas. 

Financial Management

• Reviews financial reports and statements to determine how Operations is performing against budget.  Works with direct reports to determine areas of concern and establish ways to improve the departments’ financial performance.  Leads cost containment efforts within operations including organizational restructuring when necessary.
• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.  Strives to maintain profit margins without compromising guest or colleague satisfaction.
• Reviews payroll and compares budgeted wages to actual wages, coaches’ direct reports to address problem areas and holds team accountable for results. 
• Conducts comparative analysis and gathers best practices.  Encourages operations team to either establish new processes or improve existing processes to yield greater productivity e.g., banquet set-up and group check-in process. 
• Facilitates the capital expenditure process with the operations departments.  Works with direct reports to identify ways to improve product or service levels and add value for the customer and colleagues.  Ensures capital expenditure funds are being used to address the priorities outlined in the service strategy.
• Negotiates contracts with retailers, service vendors and other contractors to obtain agreements that are beneficial for the property in accordance with SOPs
• Shares new ideas for stimulating business opportunities, improving service and increasing profitability.
• Builds owner loyalty through good communication, recognition and involvement in key decisions.
• Understands the Management Agreement and ensures decisions are made in accordance to the agreement.
• Establishes relationship with owner as a business partnership and supports the relationship between the General Manager and the owner.
• Balances owner’s objectives and Kerzner International’s objectives to produce mutually beneficial solutions.

Skills, Experience & Educational Requirements

• 5+ years of experience in luxury resorts working as a Director within Operations
• Strong organization skills  
• Ability to evaluate business trends, determine applicability to customer profile and modify business strategies accordingly 
• Strong customer and colleague relation skills
• Bachelor’s degree or higher required

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.