About the role

The Resort Manager acts as deputy to the General Manager and assumes full responsibility for the resort whenever the General Manager is absent. Rooms Division is the primary area of focus, and the role provides leadership across the wider property, including Food & Beverage, Security, Engineering, and other departments as required. The position is accountable for guest experience, service standards, revenue performance, and overall resort profitability.

The role also requires strong capability in structuring and presenting projects, business cases, and performance updates to ownership. Clear reporting, polished presentation, and sound business thinking are essential, alongside effective operational execution.

Key responsibilities

Deputizing for the General Manager

• Assume full property responsibility and decision-making authority whenever the General Manager is off-property.

• Act as the primary point of contact for Heads of Department and guests in the General Manager's absence.

• Maintain continuity of strategic direction, service standards, and daily operations, escalating critical issues to the General Manager and ownership as required.

Rooms Division Operations

• Provide direct, hands-on leadership for the Rooms Division, including Front Office, Housekeeping, and Guest Services.

• Drive room quality, cleanliness, guest satisfaction, and service consistency across all guest-facing and back-of-house areas.

• Optimize occupancy, room revenue, and average rate through effective inventory, pricing, and yield management in coordination with Revenue and Sales.

• Develop and maintain Rooms standards, SOPs, and service procedures, reviewing performance against KPIs and leading corrective action where needed.

Property-Wide Operations Oversight

• Oversee and support the resort's other departments, including Food & Beverage, Security, and Engineering, in coordination with the respective department heads.

• Provide direct guidance when required, adjusting involvement according to each department head's performance and development needs.

• May oversee Wellness and Spa operations, depending on the candidate's profile and the performance of other department leaders.

Guest Relations

• Respond promptly and effectively to guest concerns and complaints, personally intervening in escalated cases.

• Promote a guest-focused culture of warm, attentive, and consistent service across the resort.

• Build and maintain strong relationships with repeat guests and VIPs, anticipating needs and exceeding expectations.

Operations, Quality & Continuous Improvement

• Ensure smooth daily operations and seamless guest service across all departments, conducting daily inspections of guest rooms, public areas, and back-of-house spaces for cleanliness, presentation, and readiness.

• Ensure consistent compliance with health, safety, hygiene, and operational standards throughout the resort.

• Establish and maintain quality standards with the Management Team, updating SOPs and checklists to reflect evolving guest expectations.

• Lead process-improvement initiatives, ensuring outcomes are measurable, practical, and sustainable.

Strategic Reporting and Administration

• Prepare clear, structured reports on departmental and property performance for the General Manager and senior leadership.

• Develop and present projects, business cases, and performance updates to ownership in a professional, well-structured format.

• Oversee relevant administrative responsibilities, including record-keeping, inventory coordination, and purchasing.

Profitability and Budget Management

• Review financial reports and statements to assess operational performance against KPIs, and work with direct reports to address areas of concern.

• Coach and support the team in managing occupancy, rate, labour costs, and controllable expenses effectively.

Leadership and Human Resources

• Establish a clear vision for product quality and service delivery, and align the property leadership team around service standards, brand initiatives, and operational priorities.

• Support recruitment, training, and staffing plans for department heads and front-line team members to ensure appropriate coverage at all times.

• Set performance goals, conduct appraisals, and provide regular feedback to direct reports.

• Address employee relations matters fairly and consistently, and model service excellence through daily briefings.

Education and Experience

• Bachelor's degree in Business Administration, Hotel and Restaurant Management, or a related field, with at least six years of progressive experience in hotel operations management.

• Prior experience in a similar role assuming delegated GM duties.

• Strong, demonstrated experience in Rooms Division operations, ideally within a resort environment.

• Practical exposure to Food & Beverage operations.

• Resort and Asia experience required; Thailand experience strongly preferred. International or multicultural experience and additional language skills are an advantage.

Specific Job Knowledge, Skill and Ability

• Precise, disciplined reporting and follow-up skills.

• Strong structuring and professional presentation skills, including the ability to present confidently at ownership level.

• Strong financial acumen, commercial awareness, and budget management capability.

• Strong leadership and people-management skills across multiple departments and disciplines.

• Ability to operate autonomously and assume full property responsibility in the General Manager's absence.

• Knowledge of local hotel regulations, licensing, safety protocols, and statutory compliance obligations.

• Proficiency in hotel management systems and Microsoft Office applications.

• Fluent in English; proficiency in Thai is a strong advantage.

• Flexible to work evenings, weekends, and public holidays as required by the nature of the role.