Head Operations

Role

We are looking for an experienced and energetic Operations Head to take end-to-end responsibility for the day-to-day operations of our resort.

The ideal candidate will have hands-on experience in hotel/resort operations, guest relations, team management, service quality, cost control and operational planning. The candidate should be capable of coordinating multiple departments and ensuring smooth, efficient and profitable resort operations.

Key Responsibilities

• Take overall ownership of the resort's day-to-day operations and service delivery.
• Coordinate and supervise Front Office, Housekeeping, Food & Beverage, Kitchen, Maintenance, Security and other operational functions.
• Ensure a high-quality guest experience and consistently maintain hospitality and service standards.
• Handle guest complaints, feedback and service recovery effectively and professionally.
• Monitor occupancy, ADR, room revenue, F&B revenue, departmental expenses and operational costs.
• Implement and maintain SOPs covering service quality, hygiene, safety and operational processes.
• Lead, train, motivate and manage resort staff to ensure productivity and service excellence.
• Prepare staff schedules, duty rosters and manpower plans based on operational requirements.
• Monitor inventory, procurement, consumption and wastage across departments.
• Coordinate with vendors, contractors and external service providers.
• Ensure rooms, restaurants, public areas, recreational facilities and other resort infrastructure are properly maintained.
• Support management in budgeting, revenue planning and cost-control initiatives.
• Work closely with Sales & Marketing to improve occupancy, events, corporate bookings and group business.
• Ensure compliance with applicable hospitality, food safety, fire safety, health and statutory requirements.
• Conduct regular operational reviews and provide performance reports and recommendations to management.
• Identify opportunities to improve guest satisfaction, operational efficiency, revenue and profitability.
• Manage peak-season and high-occupancy operations effectively while maintaining service standards.

Candidate Profile

• Candidates with experience as Operations Manager, Resort Manager, Hotel Manager, Duty Manager, Front Office Manager or similar roles will be preferred.
• Experience managing and coordinating multiple resort/hotel departments.
• Strong leadership, team-management and people-development skills.
• Good understanding of hotel/resort operations and hospitality service standards.
• Working knowledge of occupancy, ADR, RevPAR, revenue management and basic P&L/cost control.
• Familiarity with hotel PMS/POS and operational reporting systems is preferred.
• Strong communication, problem-solving, decision-making and guest-handling skills.
• Customer-focused approach with strong commercial and operational awareness.
• Ability to work flexible hours, weekends and holidays as required by resort operations.
• Experience in independent resorts, boutique hotels or leisure properties will be an advantage.
• Knowledge of the Konkan tourism market will be an added advantage.
• Bachelor's degree/diploma in Hotel Management, Hospitality Management or a related field is preferred.

Key Performance Indicators (KPIs)

Performance will be evaluated based on:

• Guest satisfaction and online review ratings
• Occupancy and room revenue
• ADR and RevPAR performance
• F&B revenue and profitability
• Operational cost control and reduction of wastage
• Staff productivity, attendance and retention
• Service quality and SOP compliance
• Vendor and inventory management
• Repeat guests and customer loyalty
• Overall operational efficiency and resort profitability