Resort Hospitality General Manager

mvc resources

5-7 Years

Melaka, Malaysia

Posted 9 hours ago
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Job Description

General Manager – Resort
Job Summary

The General Manager will be responsible for the overall management and performance of the resort, overseeing day-to-day operations, financial performance, guest experience, people management, sales and marketing, and regulatory compliance.

The role requires a hands-on and commercially driven leader who can manage multiple operational functions, maintain high service standards, develop a strong team culture, and drive sustainable revenue and profitability while protecting the resort's brand reputation.

Key Responsibilities

Resort Operations

Oversee all resort operations, including Front Office, Housekeeping, Food & Beverage, Sales & Marketing, Finance, Engineering, Recreation, and other supporting functions.
Ensure smooth and efficient day-to-day operations while maintaining high standards of service quality, cleanliness, safety, and guest satisfaction.
Establish, implement, and monitor operational policies, SOPs, and service standards across the resort.
Ensure all departments work collaboratively to deliver a seamless and consistent guest experience.
Monitor operational performance and identify opportunities to improve efficiency, productivity, and service standards.

Leadership & People Management

Lead, coach, and mentor the resort management team and employees, fostering a culture of teamwork, accountability, ownership, and continuous improvement.
Set clear performance expectations and monitor departmental KPIs and operational results.
Oversee recruitment, onboarding, training, performance management, succession planning, and employee development.
Manage employee relations matters professionally and in accordance with company policies and applicable regulations.
Build a strong service-oriented culture and ensure employees consistently uphold the resort's values and standards.

Financial & Commercial Management

Develop and execute business strategies to drive revenue, profitability, occupancy, and overall resort performance.
Take full responsibility for budgeting, forecasting, financial performance, and cost control across the resort.
Monitor key commercial indicators including occupancy, ADR, RevPAR, F&B revenue, departmental profitability, and overall operating performance.
Identify opportunities to increase revenue through room sales, F&B outlets, events, recreational activities, packages, partnerships, and other resort offerings.
Analyse financial and operational data to identify trends, risks, and opportunities, and take appropriate corrective action.
Ensure resources are utilised effectively while maintaining service quality and guest satisfaction.

Guest Experience & Brand Management

Champion the overall guest experience and ensure consistently high standards across all touchpoints of the resort.
Establish strong relationships with key guests, partners, vendors, and other stakeholders.
Monitor guest feedback, online reviews, and satisfaction scores, implementing corrective actions and continuous improvement initiatives where required.
Maintain and strengthen the resort's brand positioning, reputation, and service standards.
Ensure the resort delivers a differentiated and memorable guest experience that encourages repeat visits and positive recommendations.

Sales, Marketing & Business Growth

Work closely with the Sales & Marketing team to develop strategies that drive occupancy, room revenue, F&B revenue, events, and overall resort demand.
Develop and implement promotions, packages, seasonal campaigns, and strategic partnerships to increase market visibility and revenue.
Identify new business opportunities across corporate, leisure, MICE, weddings, events, travel trade, online platforms, and local partnerships.
Monitor market trends, competitor performance, customer behaviour, and demand patterns to identify new commercial opportunities.
Ensure effective management of pricing, room inventory, ADR, RevPAR, and promotional strategies.

Resort Facilities & Asset Management

Work closely with the Engineering and Operations teams to ensure all resort facilities, guest rooms, recreational areas, public spaces, and equipment are properly maintained.
Ensure preventative maintenance programmes are implemented to protect the resort's assets and minimise operational disruptions.
Identify opportunities to improve facilities, amenities, and guest offerings in line with market expectations.
Ensure the resort remains well-presented, safe, functional, and commercially competitive.

Compliance, Safety & Risk Management

Ensure compliance with all applicable health, safety, environmental, licensing, regulatory, and statutory requirements.
Maintain high standards of cleanliness, security, hygiene, and safety throughout the resort.
Identify and manage operational and business risks proactively.
Lead the resort's response to emergencies, incidents, and crisis situations in a timely and professional manner.
Ensure appropriate policies, procedures, contingency plans, and controls are in place to protect guests, employees, assets, and the business.

Requirements

Qualifications, Experience & Skills

Bachelor's Degree in Hospitality Management, Business Administration, Tourism Management, or a related discipline.
Minimum 5–7 years of experience in a Hotel General Manager, Resort General Manager, Resident Manager, or senior resort/hotel management position.
Proven experience managing full-service hotel or resort operations across multiple departments.
Strong commercial and financial acumen with experience in budgeting, forecasting, revenue management, and cost control.
Strong understanding of resort operations, guest experience, F&B, rooms division, events, and leisure-related operations.
Proficient in Opera Full Service PMS or equivalent hotel/resort property management systems.
Strong working knowledge of Microsoft Office, particularly Excel, including Pivot Tables, data analysis, reporting, and management of large datasets.
Strong leadership and people management capabilities, with experience managing diverse and multi-functional teams.
Strong analytical and problem-solving skills with the ability to interpret operational and financial performance data.
Strong communication, interpersonal, negotiation, and stakeholder management skills.
Ability to adapt quickly to company systems, processes, and operating environments.
Demonstrated ability to make sound decisions and manage complex operational challenges effectively.