Resort Manager 
(12860)

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. 

Cushioned in the foothills of the breath-taking Virunga Volcano Range, One&Only Gorilla’s Nest makes the magical possible to enjoy a once-in-a-lifetime, personal encounter with the rare and majestic mountain gorilla, roaming free in its own natural habitat. The warm African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect 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. We don’t just exist in the environment, we exist with the environment; from working the land or building a shelter, we like to give back in as many ways as we can to help our communities flourish.

• Position                              Resort Manager
• Level                                   Manager
• Department                         Admin & General
• Reports to                           Cluster General Manager
• Subordinates                      Head of Departments

Job Summary

Manage the assets of One&Only Gorillas Nest. Be the One&Only Ambassador at all times. Initiate and nurture strategic contacts with agencies and outside providers to assist with logistical matter to create a preferred and smooth experience for our guests such as airport access, transportation, tour operators and other entities. Function as the Strategic Business Leader of the Nature Resort Operations. Operations meet the brand’s target customer needs, ensure Colleague satisfaction, focus on growing revenues and maximize financial performance. Responsible for the implementation of One&Only Nature Resort Standards, Business Ethics guidelines and ethical conduct at all times. 

Key Duties and Responsibilities

• Develop, design, implement One&Only Nature Resort experiences in One&Only Gorillas Nest
• Create local and international collaborations with partners to enhance offerings and One&Only Nature Resort image.
• Inspect competition to develop strategy in how to improve the nature resort, maintain innovation and top tier reputation locally and internationally.
• Develop a CSR program in conjunction with the local community as well as the Global Office. Execute at least two initiatives a year, with strong Marketing and PR value attached.
• Involve Colleagues in CSR program at least once every 6 months.
• Fulfill all relevant environment, health and safety procedures, to ensure the highest standards for the work environment.
• Nurture and establish smooth relationships between the Rwandan Government entities and private institutions.
• Ensure assets are well kept and maintain them in accordance with One&Only standards to preserve and increase their value.
• Manage and coordinate security in One&Only Gorillas Nest  to ensure the safety of our guests and Colleagues, always maintain security at the highest level possible.
• Maintain contact and establish relationships with guests, Colleagues, suppliers and other parties at the Nature Resort.
• Create different touch points in conjunction with nature, community and products that are part of a green and sustainable initiative. 
• Lead the team to achieve their goals by developing Colleagues, encouraging teamwork, facilitating excellence at all times.
• Assign all Colleagues KPI’s and side duties in line with their job description and duties. All KPI’s have to be assigned by December for the following year with mid-year review appraisal.
• Support the HR department in ensuring effective HR administration systems, payroll processing and training.
• Ensure that the annual Colleague Engagement Survey is distributed based on corporate guideline followed by an action plan which is then shared with the whole team to improve satisfaction and wellbeing.
• Coach Colleagues to monitor and improve performance. Be accountable for successful performance.
• Meet Colleagues on regular bases to understand needs and follow up on, including: coaching, training and disciplinary action.
• Ensure service, technical skills and leadership training occurs throughout Operations to support successful operations.
• Ensure One&Only Gorillas Nest training plan is issued on quarterly basis.
• Ensure all training records are issued, compiled, filed and stored based on company standard process. 
• Understand the Management Agreement and ensure decisions are made in accordance to the agreement.
• Establish a business relationship with owner and support the relationship between One&Only and the owner.
• Compile and submit annual budget for the One&Only Gorillas Nest  . Continuously monitor daily performance to deliver a healthy financial year.
• Deliver annual cost efficiencies to drive improved performance of the nature resort and the return on investment.
• Create marketing plans and budgets in conjunction with operating plans to enhance nature resort revenue and exposures follow the compliant One&Only expectations.
• Ensure all contracts issued by the nature resort follow the One&Only procurement guidelines.
• Ensure the nature resort performance is in line with the expectation to provide Kerzner international with the expected management fees.
• Ensure all legal, tax and other requirements are followed, respected in a timely manner and in line with structural standpoint (certificates, licenses, fire, security, sanitation etc.).
• Provide detailed up-to-date five year Capex, following corporate guidelines.
• Ensure all areas are in strict compliance with internal audit requirements. Ensure all audits are scheduled based on fire, safety and other standards. Always followed by a detailed action plan with designed timelines and responsibilities.
• Provide timely and accurate analysis of budgets, financial reports and financial trends.
• Create and implement P&P to ensure fulfilment of legislative procedure requirements and alignment to Global One&Only standards, regulations and procedures.

Blow Away The Customer

• I care and work towards exceeding the expectations of my customers
• I am proactive and deliver unique and everlasting memories for our customers

Develop Passionate and Committed People

• I am committed to being thoughtful towards our colleagues
• I am passionate about my role      

Continuously Strive for Perfections (good enough never is)

• I constantly seek new ways and ideas to improve what I do
• I am inspired to make a difference

Achieve Sustainable Bottom Line Performance

• I am honest and fair
• I take responsibility and contribute towards the financial performance of where I work

Grooming

I present a professional image according to established standards

 Communication

I engage my colleagues to achieve their goals

I build internal and external networks

Functional Skills and Knowledge

In my role, I set the standards that are used as benchmarks for the industry

I take full responsibility for my actions

Planning & Organizing

I anticipate the impact of initiatives and plan accordingly

I manage multiple objectives and priorities effectively

Team Management & Development / Influencing & Working with Others

I identify potential colleagues and develop them for their success and the benefit of the organization

I am a role model and leader in mentoring and coaching in the business

Where Colleagues do not have anyone to supervise,
then the competency will be replaced by with the following two behaviors:

I influence others when required to speak and present ideas

I drive other colleagues towards the common goals of the organization

Problem Solving & Decision Making

I drive an environment that supports logical decision-making

I assume responsibility in risky decisions and support/encourage it in others

Innovation & Creativity

I am constantly seeking new opportunities

I foster a culture of innovation & creativity

Risk Management

I identify strategies that involve risks that drive results

I develop solutions to mitigate risks and maximize value

Drive for Results

I set clear, realistic and challenging goals to drive the business

I communicate the business targets and am able to steer my colleagues to achieve the results

Leading Change

I drive the implementation of change initiatives for improvements in the business

I influence my colleagues regarding the need for change that drive the business goals

Skills, Experience & Educational Requirements

• Extensive knowledge of hotel/nature resort Operations and operating strategies
• Solid knowledge of rooms as well as food and beverage concepts and sales strategies
• Knowledge of revenue management and marketing strategies
• Retail merchandising skills
• Knowledge of purchasing, inventory controls, supplies and equipment
• Knowledge of governmental regulations and safety standards
• Strong organizational skills and strategic planning skills
• Ability to effectively manage labor productivity
• Financial management skills e.g., ability to analyze P&L statements, develop operating budgets, forecasting and capital expenditure planning
• Ability to use standard software applications and hotel systems
• Ability to evaluate business trends, determine applicability to customer profile and modify business strategies accordingly
• Ability to creatively execute against the strategy and drive results; can originate and invent new ways to create a unique guest experience and maximize revenue
• Ability to take constructive action without relying on directions from others
• Ability to network and build relationships in order to grow the business
• Ability to exercise flexibility rather than rigid adherence to procedures in order to accomplish goals
• Effective decision-making skills; can choose a course of action amongst options involving uncertainty or risk
• Strong problem-solving skills; encourages new innovative solutions when appropriate
• Strong communication skills (verbal, listening, writing)
• Strong customer and Colleague relation skills

Education or Certification

• Hotel management Diploma or equivalent required; bachelor’s degree preferred
• Minimum 5 years of Experience in operations or 3 years in the same position
• Preferable, rooms division environment and F&B Beverage

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.