Operations Resort Manager

Operations Resort Manager - Donegal/Sligo Our client is seeking an experienced Operations Resort Manager who can take responsibility for setting up the operational side of their business and managing its day-to-day running. This is not simply a caretaker or property-maintenance role. They seek someone commercially minded who can establish the systems, processes and standards required to operate the resort efficiently, maximise bookings and revenue, and deliver an excellent guest experience.

The property comprises approximately 10 holiday accommodation units, with plans to improve the existing accommodation, leisure facilities, grounds and overall guest experience.

The responsibilities we envisage for the position are outlined below.

1. Setting up the business and operating systems

• Establish the operational systems and procedures required to run the resort.
• Research, select and implement a suitable property management system (PMS) for managing reservations, availability, pricing, guest information and payments.
• Set up and manage online booking systems and channel management software.
• Establish procedures for check-in, check-out, cleaning, maintenance, guest communications and incident reporting.
• Develop operating manuals, checklists and standard procedures for staff and contractors.
• Establish a system for monitoring occupancy, revenue, expenditure, guest satisfaction and overall performance.
• Assist with preparing the property for operation following the planned refurbishment and upgrading of the existing facilities.

2. Website, marketing and online bookings

• Oversee the development and launch of a professional sitewebsite, including direct online booking and secure payment facilities.
• Ensure the website presents the accommodation and facilities to a premium standard.
• Set up and manage listings on relevant booking platforms, such as Airbnb and other suitable holiday-accommodation websites.
• Manage availability, rates, minimum stays, seasonal pricing, special offers and booking restrictions across all channels.
• Develop a strategy to increase direct bookings and reduce reliance on third-party booking platforms and their commissions.
• Manage online reviews, guest feedback and the property's online reputation.
• Coordinate professional photography, property descriptions and marketing content.
• Develop marketing campaigns and relationships with relevant tourism organisations and local attractions.
• Monitor booking performance and adjust pricing and marketing to maximise occupancy and revenue.

3. Reservations and guest management

• Manage the complete booking process, from initial enquiries through to departure.
• Respond promptly to telephone calls, emails and online enquiries.
• Manage reservation confirmations, amendments, cancellations, deposits, balances and refunds in accordance with the agreed policies.
• Issue pre-arrival information, access instructions and check-in details.
• Establish an efficient self-check-in and check-out process where appropriate.
• Act as the main point of contact for guests during their stay.
• Handle complaints, resolve problems and ensure guests receive a high standard of service.
• Encourage positive reviews and repeat bookings.
• Monitor guest satisfaction and introduce improvements where required.

4. Housekeeping, cleaning and linen

• Recruit, appoint and manage cleaners and housekeeping staff or external cleaning contractors.
• Develop a cleaning schedule that coordinates with guest departures and arrivals.
• Ensure every unit is thoroughly cleaned, inspected and prepared before the next guest checks in.
• Arrange laundry, linen changes, towels, toiletries and replenishment of guest supplies.
• Establish room-by-room cleaning checklists and inspection procedures.
• Carry out or arrange quality-control inspections following cleaning.
• Monitor cleaning standards, costs and contractor performance.
• Arrange emergency or additional cleaning when required.
• Maintain appropriate stock levels of cleaning materials and consumables.

5. Hot tubs, saunas and leisure facilities

• Establish a documented inspection, cleaning and maintenance regime for all hot tubs and saunas.
• Arrange for water-quality testing, chemical balancing, filtration checks and cleaning at the required frequency.
• Ensure hot tubs are drained, cleaned and refilled when required under the manufacturer's instructions and applicable health and safety requirements.
• Check temperatures, covers, pumps, filters, controls and other equipment.
• Arrange servicing and repairs by suitably qualified contractors.
• Maintain inspection logs and records of water testing, cleaning, servicing and faults.
• Establish safe operating procedures and clear guest instructions for the use of hot tubs, saunas and leisure facilities.
• Ensure facilities are ready and safe for each arriving guest.

6. Property maintenance and grounds

• Take responsibility for the day-to-day condition and presentation of the entire site.
• Establish a planned preventative maintenance programme for all accommodation units, equipment and communal areas.
• Inspect buildings, plumbing, heating, electrical systems, appliances, locks and other facilities.
• Arrange prompt repairs and coordinate tradespeople and maintenance contractors.
• Monitor the condition of roofs, drainage, external lighting, paths, boundaries and access areas.
• Coordinate grounds maintenance, grass cutting, landscaping, litter collection and upkeep of walking trails.
• Ensure the existing play and sports facilities and other outdoor amenities are inspected and maintained appropriately.
• Maintain a maintenance log, record defects and prioritise repairs.
• Manage emergency call-outs and out-of-hours maintenance issues.
• Obtain quotations for repairs and monitor expenditure against the maintenance budget.

7. Staff and contractor management

• Identify staffing requirements and recruit cleaners, maintenance personnel and other operational staff as needed.
• Prepare rotas and coordinate staff around occupancy and seasonal demand.
• Allocate duties, provide training and monitor performance.
• Establish clear responsibilities and standards for employees and contractors.
• Arrange holiday cover, sickness cover and emergency support.
• Manage relationships with cleaning companies, laundry providers, plumbers, electricians, landscapers and other suppliers.
• Ensure staff work in accordance with applicable employment, health and safety and other legal requirements.

8. Health, safety, compliance and security

• Establish suitable health and safety procedures for guests, employees and contractors.
• Maintain records of inspections, incidents, accidents, maintenance and relevant safety checks.
• Coordinate fire safety checks, emergency lighting inspections, alarm servicing and other required inspections with competent professionals.
• Ensure appropriate emergency procedures and guest information are in place.
• Monitor access controls, key management, smart locks, CCTV where lawfully used, and site security.
• Ensure insurance requirements and risk-management procedures are followed.
• Work with the owners and professional advisers to ensure the property operates in accordance with its planning conditions, applicable building and fire safety requirements, and other relevant regulatory obligations.
• Escalate any safety, compliance or operational issues promptly.

9. Financial and commercial management

• Prepare and manage an annual operating budget in conjunction with the owners.
• Monitor income, expenditure, supplier costs and operating margins.
• Reconcile bookings, payments, deposits, refunds and booking-platform receipts.
• Monitor commission charges, cleaning costs, utilities, maintenance expenditure and consumables.
• Prepare regular management reports covering occupancy, average daily rate, revenue per available unit, booking lead times and cancellations.
• Analyse performance by unit, month, season and booking channel.
• Recommend pricing changes and initiatives to improve profitability.
• Obtain competitive supplier quotations and control purchasing.
• Provide monthly reports to the owners covering financial performance, operational issues, guest feedback, maintenance requirements and upcoming priorities.

10. Utilities, supplies and technology

• Monitor electricity, heating, water, broadband and other utility costs.
• Establish procedures for energy efficiency and preventing unnecessary consumption between guest stays.
• Manage Wi-Fi, smart locks, booking technology and other site systems.
• Maintain appropriate stock levels of linen, cleaning products, guest amenities and maintenance supplies.
• Coordinate waste collection, recycling and other site services.
• Ensure systems and equipment are maintained and faults resolved promptly.

11. Resort standards and future development

• Help establish this property identity as a premium family holiday destination.
• Develop consistent standards across all accommodation units and facilities.
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