Resort Manager

Functions as the Business Leader of the hotel with responsibility for all aspects of the operation including guest and associate satisfaction, human resources, financial performance, sales and revenue generation and delivering a return on investment.

THE COMPANY:

Constance Hotels, Resorts and Golf is a Hotel Group specialised in luxury and niche hotels. It owns and manages luxury resorts and lodges in Mauritius, Seychelles, Madagascar, Maldives and Rodrigues.

Constance Tsarabanjina is a hidden sanctuary 40 minutes by boat from Madagascar’s Nosy Be Island. 25 eco-chic thatched cottages are steps from pristine seas.  The sandy floored restaurant and bar are all-inclusive, serving daily catch and Malagasy specialities. Constance Hotels and Resorts is an Indian Ocean expert offering unique experiences, here guests are completely in touch with nature, tropical forests are teeming with birds, the rich reefs of the Mitsio Sea are brilliant with sealife, while PADI instructors guide guests to the best dive locations in the world. Leisure includes deep sea fishing, watersports, volleyball and Constance Spa massages and treatments by the sea shore. Constance Tsarabanjina is a five star deluxe 25 Villas Lodge. The resort comprises 1 restaurant, 1 bar, 3 white sandy beaches and a Constance Spa Kiosk.

JOB SUMMARY:

• Functions as the Business Leader of the hotel with responsibility for all aspects of the operation including guest and associate satisfaction, human resources, financial performance, sales and revenue generation and delivering a return on investment to both Constance Hospitality Management Ltd and ownership. 
• Supervise overall operations for the Constance Group in Madagascar.
• Develop short term action plans and long range planning for new programs and strategies that impact the hotel based on the existing corporate directed goals and any new goals that are created.
• Responsible for directing all employee functions of our hotel properties in accordance with the policies and practices of the company.
• Responsibilities include the development and implementation of regional strategies for meeting goals in the areas of revenue generation, market share performance, Guest satisfaction scores, and associate opinion scores, and net operating income.
• Leads the leadership team in the development and implementation of hotel and regional wide strategies.  Ensures implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations. 
• In addition, the Resort Manager builds relationships with key customers through personal involvement in the sales process. 
• Builds owner loyalty through proactive communication, setting and managing expectations and delivering solid business results.

DUTIES AND RESPONSIBILITIES:

 Operations/Property Management

• Ensures sustainable work processes and systems are put in place to support execution of the strategy.
• Continually communicates a clear and consistent message regarding hotel goals to produce desired results
• Identifies key drivers of business success and keeps team focused on the critical few to achieve results; ensures integration of hotel goals in departmental action plans.
• Integrates business information and foresees events which may directly or indirectly affect the property’s business plan.  Analyzes business results and works with executive team (key associates) to develop an effective strategy to address needs.
• Creates a synergistic leadership team and business environment that consistently delivers positive results and continuously strives to improve these results.
• Inspires and motivates team achieve operational excellence; encourages calculated risk-taking. 
• Researches and analyzes new products and pricing and services of competition.  Introduces ideas to leadership team to enable property to remain competitive.
• Is perceptive of hotel environment.  Reviews public space walk-through results and ensures building is well maintained and operational areas have an atmosphere that meets or exceeds guest expectations.
• Ensures quarterly food and beverage audits are conducted in accordance with standard operating procedures (SOPs).  Reviews results and takes corrective action as necessary.
• Ensures property is a safe and secure facility for guests and associates.  Communicates and ensures execution of hotel emergency procedures.

Guest Satisfaction

 ·       Fosters associate commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and associates.

• Serves as the customer advocate on the property.  Pulls together resources to resolve guest and operational issues and impact results.
• Is highly visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Observes service behaviors of associates and provides feedback to individuals and/or managers; continuously strives to improve service performance.
• Reviews guest satisfaction results and other data to identify areas of improvement.  Reviews findings with leadership team and ensures appropriate corrective action is taken. 
• Analyzes service issues and identifies trends.  Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to meet or exceed guest expectations and continually improve results.

Human Resources

• Hires executive committee team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation.
• Creates appropriate development plans and develops executive committee members based on their individual strengths, development needs, career aspirations and abilities.  Ensures the same is done for all managers in the property.
• Is knowledgeable of leadership talent in the property; identifies resource needs to strengthen team
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.  Coaches team by providing specific feedback to improve performance.  Conducts annual performance appraisals with direct reports.
• Ensures service, technical skills and leadership training occurs throughout the property to support successful daily operations.
• Establishes and maintains open, collaborative relationships with direct reports and entire leadership team.  Ensures direct reports do the same for their team.
• Establishes a presence with associates on property and actively solicits associate feedback.  Utilizes an “open door” policy and reviews associate satisfaction results to identify and address associate problems or concerns.  Ensures associates are treated fairly and equitably.
• Ensures that regular on-going communication takes place throughout the property to recognize performance, set expectations and create awareness of business objectives.
• Celebrates successes and publicly recognizes the contributions of team members; ensures recognition occurs in all areas.

Sales and Revenue Management

• Reviews sales goals and strategies to ensure alignment with the brand business strategy and proper pricing and positioning of the property in the market.
• Supports the sales strategy and encourages leadership team to develop effective revenue management strategies and set aggressive goals that will drive the property's financial performance.
• Ensures the development of a strategic account plan for the demand generators in the market.
• Ensures Sales team understands and is leveraging CHML demand engines to full potential.
• Perceptive of market conditions and communicates changes and potential revenue opportunities to leadership team.
• Develops strong partnerships with local organizations to further increase brand/product awareness.
• Reviews competitive shopping reports and uses other resources to maintain an awareness of the hotel’s market position.
• Researches competitor’s strategies to identify ways to grow occupancy and RevPAR and increase market share.
• Ensures demand forecasting and sound revenue practices are in place to maximize yield.
• Suggests innovative marketing ideas and proactively develops deployment strategies to continue to grow market share.
• Establishes a presence in the market by developing strategic alliances with local leaders, community and business organizations.

Financial Management

• Reviews financial reports and statements to determine how business unit is performing against budget.  Works with key associates to determine areas of concern and develops strategies to improve the property’s financial performance.  Leads cost containment efforts within the property including organizational restructuring when necessary.
• Coaches and supports leadership team to effectively manage occupancy and rate, wages and controllable expenses.  Strives to maintain profit margins without compromising guest or associate satisfaction.
• Identifies opportunities to increase profits and create value by challenging existing processes, encouraging innovation and driving necessary change.
• Conducts comparative analysis and gathers best practices.  Encourages leadership team to either establish new processes or improve existing processes to yield greater productivity

CANDIDATE PRFOFILE:

• Professional qualifications:
• Length and type of experience:
• Additional skills:

• Higher National Diploma in Hotel Management with specialization preferably in Rooms Division or Food and Beverage Operations Management from a reputable institution or equivalent.

• At least 5 years experience in Luxury Hotel Operations & Management and a minimum of 2 years in higher managerial positions – F&B Manager, EAM, Operations Manager.
• Experience working in top of the range luxury resorts, with refined personalized guest service in tropical locations will constitute a definite advantage.
• Island experience.
• Madagascar experience will be a plus (for the knowledge of the network, the country, and the culture).

• Language: Fluent in English and French.
• Knowledge of a third language, preferably Italian will be an advantage.