Resort Manager

Company Description

Raffles Seychelles, part of the esteemed Raffles Hotels & Resorts, boasts 20 ultra-luxury properties worldwide, some featuring exclusive branded residences. In 2023-24, four new Raffles hotels will be unveiled. The brand, named after Sir Stamford Raffles, exudes elegant British charm while catering to the modern lifestyles of well-travelled guests. With warm, personalized service and iconic Raffles Butlers, we offer an atmosphere of generosity.

Our hotels are not just accommodations; they are art museums, culinary hubs with renowned chefs, and pioneers in next-gen wellness experiences. We prioritize cultural and natural heritage preservation, employing experts within our properties. At Raffles, guests transform into friends and eventually become family. It's a place to celebrate, explore, exchange ideas, and discover a new dimension of luxury that resonates with emotions as gracefully as the Raffles name itself.

Job Description

Position:Resort Manager

Department: Executive Office

Reports to: General Manager

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PURPOSE OF POSITION

Reports to Hotel's General Manager; functions as the strategic leader of the property's Hotel Operations. Areas of responsibility include all operational departments (i.e. Rooms Division, F&B, Spa Engineering, and Security). Works with Division and Department Heads to develop and implement departmental strategies and ensures implementation of the Raffles Brand service strategy and brand initiatives. Ensures Hotel Operations meet the Raffles Brand standards, targets exceptional level of guests' satisfaction, and ensures employee satisfaction by focusing on maximizing performance of the departments. Capable of assuming General Manager responsibilities in his / her absence.

KEY ROLES AND RESPONSIBILITIES:

• Lead's all aspects of the operational departments with a Luxury Mindset
• Relentless pursuit of excellence in all activities
• Ensure every service and product detail is thought of and executed
• Approaches every interaction with a personalized individualized goal
• Ability to anticipate the needs of our discerning guests
• Ability to identify and implement new initiatives to improve resort operations
• Drives guest engagement and satisfaction by being present in guest areas arrival, departure, dining venues etc
• Ability to implement key drivers of guest satisfaction for the brand's target guest
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals
• Works with hotel management team to develop an operational strategy that is aligned with the brand's business strategy and leads its execution
• Champions the brand's service vision for product and service delivery and ensures alignment amongst the hotel leadership teams
• Develops systems to enable employees to understand guest satisfaction results
• Communicates a clear and consistent message regarding departmental goals to produce desired results
• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken
• Responds to and handles guest concerns and complaints
• Creates an atmosphere in all resort areas that exceeds guest expectations

PPERSONAL ATTRIBUTES

• Dynamic overachiever
• Luxury hotel/resort experience with good understanding of the Indian Ocean market
• Strong operational (Rooms and Food & Beverage) experience preferred
• Able to lead expatriates and local colleagues effectively
• Experience in remote island resort destination(s)
• Fluency in English language; ability to speak and present clearly and effectively
• Fluency in a second language (e.g. German, French, Russian, Mandarin and etc) preferred

EXPERIENCE

• 10 years' progressive experience in 5 star luxury hotels and resorts.

Qualifications

QUALIFICATIONS

• Bachelor's Degree from reputable hotel school preferred