Patina Maldives, Fari Islands

Job Title: Resort Manager

Department: Executive Office

Reports to: General Manager

Position Level: Guidance Team (GT)

Position Overview

The Resort Manager is responsible for the day-to-day logistics and entire resort operation with a key focus on providing exceptional service to guests. Also, drives and improves the synergy between all resort departments inspiring optimum performance and team spirit.

As a member of the Guidance Team, is responsible for the overall strategic vision of the resort, ensuring that our superior image and reputation is projected and enhanced. Assists the General Manager in formulating policies and business strategies for the direction of the resort.

The Role

  • A member of the Guidance Team (Executive Committee), participates and contributes in the preparation and development of the Resort's strategic and Business Plan.
  • Provides inspirational leadership, clear vision and direction to teammates to ensure delivery of the Patina brand, values, and vision, to create an amazing experience for our guests and teammates.
  • Communicates expectations, recognises performance, and produces consistent desired business results.
  • Ensures strict compliance to all policies and standard operating procedures set by the resort and Corporate office.
  • Inspiring and empowering teammates to provide extraordinary and engaging service to all guests.
  • Be an exemplary role model in inspiriting teammates through strong demonstration of the Patina Culture and Service Philosophy.
  • Participates and contributes to the Risk Management Committee in the review of Fire & Life Safety preventive programs and Crisis & Emergency preparedness initiatives.
  • Assume full responsibility for the efficient operation of the F&B Division to deliver a cost-effective operation and guest satisfaction in line with the company's brand standards.
  • Fully embrace all brand initiatives, ensuring all aspects of established programs are adopted and implemented throughout the operation.
  • Continually focus on the rejuvenation of experiences by keeping abreast of industry trends and practices, update knowledge and skills to improve the product and service offering.
  • Coordinate and work closely with Director of Culinary to improve food concepts, restaurant strategies to keep up with latest industrial trends and customer profiling.
  • Ensure that the restaurants and bars are prepared for service at the designated times and that all preservice activities by restaurant management have been carried out.
  • Responsible for establishing and updating the Standard Operating Procedures of the F&B Division and to suggest or make amendments according to business situation to maximize efficiency of work and operation performance.
  • Control loss, abuse, or breakage of all operating equipment and to ensure correct handling and storage of such items.
  • Ensure all food and beverage outlets are adequately supplied with linen, stationery and any other items needed for service.
  • Review and prepares information required for monthly financial reporting and budget forecasting.
  • Make sure that all documents related to operation of the department are kept up-to-date and that all records are correctly maintained and filed.
  • Ensure that all reports, schedules, and correspondence are completed accurately and submitted within the stipulated time frame.
  • Maintain an up-to-date knowledge of the resorts' daily services, activities, promotion, and event. Effectively communicate and update all teammates on any changes to ensure guests receive up-to-date information.
  • Monitors and review the most saleable items to give feedback to management. Proactively come up with sales strategies and promotion to upsell menu items to drive profit generation for the division.
  • Keep informed of VIP and special attention guests' reservations and ensure that the preferences are well communicated within the team.
  • Drives cross selling and upselling of resort's products and services noting special promotions and events to maximise revenue performance.
  • Periodically check in with guests to ensure satisfaction with each food course and/or beverages. Personally, reach out to engage with the resort's VIP guests to build and maintain strong relations.
  • Handle complaints and resolve service 'glitches' and keep a record of all feedbacks under the appropriate system. Ensures that the issues are resolved in a timely manner to guests' satisfaction.
  • Report any issue or damages and breakdowns within working areas and the resort to ensure a defect-free facilities and service amenities provided.
  • Coordinate with Training Manager in implementing periodical Standard Operating Procedure and Audit testing and trainings.
  • Ensure all teammates recognize the importance of LQA and Forbes standards as to deliver excellent audit and service performance.
  • Analyse guest feedback from direct feedback, comment card or any online reviews and providing strategic direction to continuously improve overall rating.
  • Maintain strong working relationships with other departments to ensure effective communications for operational issues, serves as a role model for inter-departmental collaboration and support.
  • Empower teammates to take ownership and responsibility in going beyond to exceed guest expectations. Delegate responsibility and expect accountability and regular feedback.
  • Monitor performances of teammates and provide effective feedback through teammates' recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary.
  • Mentor and guide individual teammates' growth and identify short to long-term goals to achieve and ensure high teammate engagement and welfare.
  • Participate in recruitment activities such as interviewing new talents for the departments and succession planning.
  • Take ownership of teammates' growth and be involved in career progression and succession planning of teammates.
  • Proactively identify training needs of teammates to ensure enhancement and performance improvement.
  • Perform all duties with discretion, professionalism, and a pleasant demeanour.
  • Protect the privacy and security of guests and co-workers.
  • To perform other duties or responsibilities that are reasonable as assigned by the immediate supervisor or manager

Talent Profile Qualifications:

  • Master's or Bachelor's degree in Business, preferably in Hospitality Management or equivalent.

Work Experience:

  • 10+ years of experience in hospitality with minimum five (5) years' experience in similar role or capacity in luxury hotel/resort.

Skills Set:

  • Excellent command in both written and spoken English.
  • Excellent consulting and interpersonal skills
  • Motivator and self-starter, capable of handling multi-faceted projects and of working under pressure.
  • Strong technical and people management skills.
  • Well versed in local labour laws.
  • Understands and respects local cultural, able to adapt to changing environment.
  • Personable and pleasant to deal with. Discreet, reliable, diplomatic.
  • Positive "can do" attitude and flexible approach manages with humility.
  • High degree of integrity. Strong leadership. Nurtures and develops colleagues, encouraging innovation.
  • Effective trainer, able to facilitate at all levels
  • Comprehensive knowledge of business needs, financial reporting and productivity requirements
  • Proficient in computer skills, particularly in the use of Microsoft Office.
Patina Maldives, Fari Islands
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