Resort Manager - Six Senses Con Dao

Under the direct guidance and supervision of the General Manager and Board of Directors, and in accordance with the Laws of Vietnam, within the limit of the established company’s policies, the Resort Manager shall:

• Second in command of the Resort, managing the day-to-day operations including but not limited to managing reservations, guest satisfaction, front office operations, train and motivate resort management team and staff.
• Together and assisting the General Manager, the Resort Manager has overall commercial responsibility for planning, organizing, directing, and coordinating the work and resources as per Organization Chart.
• The Resort Manager’s goal is to ensure customer satisfaction, that all Hosts working together as a team and that the business makes profit.
• As well as responsibility for smooth running customer services, the Resort Manager has a financial role and responsibility in maintaining cost, ensuring all expenditures are valid.
• Always taken on initiative, be personable with an outgoing and cheerful character and hardworking driven attitude with being able to juggle based on common sense, fast-paced, handling multi-tasks.
• Ensure that all assigned tasks are carried out honestly, ethically, within the parameters of local law and in a timely manner.
• Perform additional duties as directed by the General Manger and Board of Directors.

Specifics

Working hours

• 6 working days per week. The exact working hours/off day will be dependent on the operational demands which may include extended hours of work. However, the Resort Manager must ensure at least 8 hours/day.
• The Resort Manager’s regular weekly off day should fall on the date with least guest occupancy and should not fall on weekend, public holidays or when the Resort is holding a large group or event.

Operational Ownership

• The Resort Manager need to assure of the efficient operation of the resort to provide exceptional products and services within Board of Director’s guidance and Six Senses brand operating standards and budget.
• Ensure excellent and accurate communication across all departmental and Hosts.
• Must conduct good and thorough observation, attention to detail, able to provide immediate corrective action to improve productivity and recognize positive performance.
• Arrange and conduct weekly meetings with Hosts and with Resort Management Team to ensure all outstanding issues are properly addressed, and all tasks are completed within timely manner.
• Constant quality control, always on top of Resort’s overall and villas condition, Resort’s physical appearance and staff’s attire (uniform), health and hygiene standards are met.
• Conduct random test, inspection of Resort’s facilities including but not limited to Machineries & Equipment, storages, inventories; and to always ensure, these items are it in its best condition with proper storage, clean and well maintained.
• Always on alert to Resort’s safety, security, and emergency as per statutory requirement. Working closely with Director of Engineering and Safety & Security Manager on safeguarding of the Resort, fire equipment, water treatment, water samples, equipment testing, run system to ensure compliance and follow up on any post-inspections items and record keeping.
• By keeping abreast of industry trends and practices and updating knowledge and skills to improve the product and service offering, the Resort Manager need to continuously focus on the rejuvenation of the resort experience. Products and services will be constantly assessed to remain relevant, innovative and in keeping with Owner’s guidance and Six Senses wellness and sustainability practices.
• Interaction and communications between departments within the resort are clear and effectively maintained to support the smooth running of the resort.
• The Resort Manager will need to perform all tasks with due care, well and at acceptable level plus any additional duties given by the General Manager or by appointed representative of the owning company.

Public Relations & Guests Relations

Together with or in the absence of the General Manager, the Resort Manager will be actively involved in Public Relation and Guest Relation activities. This will include entertaining journalists, travel agents and guests. It also involves the handling of guest’s complaints. Operational duties will include:

• Make sure that guests have a good first and last impression of the Resort.
• Handle guests’ complaints and comments and/or problems as they arise and day-to-day trouble shooting. Immediate attention is given to any guest’s complaint and dealt with according to established procedures to satisfy the guest. Corrective actions are taken immediately to prevent future recurrence of any guest’s complaint.
• Maintain a high profile within the Resort, work as an in-charge of welcoming arrivals and departure farewell, and to have regular positive contact with guests throughout their stay.

Human Resources & Training

The Resort Manager will be responsible for:

• Perform the duty to comply with all Resort’s Policies and Procedures as well as all Regulations set in the Host Guidebook.
• Adaptation or preparation of job description for all positions and proper / efficient allocation of staffing throughout all work hour shifts.
• Provide training, coaching, and mentoring to all team members, ensuring they perform in accordance with their job description, company values and for the best interest of the Resort.
• Work closely with HR on implementation of all requirements from the Local Labor Laws.
• Regular review of Host performance.

Financial Planning & Analysis

• The Resort Manager, in conjunction with the General Manager, Financial Controller / Chief Accountant, will be responsible for the keeping of accurate and timely accounts and for taking management decisions based on the obtained figures.
• Duties will include:
• Regular reviews and analysis of cost and financial performance of all departments under the supervision of the General Manager.
• Supervision of regular inventories.
• Proposal of annual budgets.
• Preparation and submission of all legally required documents as per Resort’s Accounting Policies and Procedures.
• Reviews of Accounts Receivable and Payable; and follow up on outstanding accounts with relevant departments.
• Maximizing the financial and profit performance of the Resort.

Sales & Marketing

In conjunction with the General Manager, Sales and Marketing team, the Resort Manager may ask to support and perform:

• Proposal of the annual marketing plan with particular emphasis on local activities.
• Organization of promotional campaigns on a local level.
• Regular sales call with local organizations.
• Competition and price surveys for formulating price strategies.

Front Office & Reservations

• The Resort Manager will work and share duties with the General Manager on task allocation of supervising Front Desk and Reservations operations. 

Operational duties will include:

• Regular review of the booking situation.
• Maximizing revenues through pro-active up selling.
• Control over costs.
• Supervision of the standards of guest service.
• Planning of guest activities.
• Consistently delivering Six Senses Standards and creating new Best Practices to exceed guests’ expectations

Housekeeping

The Resort Manager will work with the General Manager on the responsibilities for:

• Departmental organization and operation.
• Adaptation/implementation of the housekeeping manual and procedures.
• Review of existing laundry agreements and propose alternative arrangements if necessary.
• Regular inspection of guest rooms and all other areas in order to ensure the highest standards of cleanliness.
• Defining optimal work schedules and workflows.
• Tight control of costs.
• Consistently delivering Six Senses Standards and creating new Best Practices to exceed guests’ expectation.

Maintenance & Engineering

The Resort Manager will work with the General Manager on the responsibilities for:

• Departmental organization and operation.
• Adaptation/implementation of the M&E manual and procedures.
• Regular inspection of the Crystal Water Room, STP and other areas ensuring statutory compliances are met.
• Day to day interaction with the Resort’s Engineering Leaders on energy conservation, upkeeping the resort physical being.
• Defining optimal work schedules and workflows.
• Tight control of costs.
• Consistently delivering Six Senses Standards and creating new Best Practices to exceed guests’ expectation.

Administration

• Report to General Manager on a daily, weekly and monthly basis of all relevant information.
• Support General Manager of regular inspection of the operations of all Departments.
• Supervise and take actions (if any) to protect, maintain all the property’s assets to minimize the damage.
• Perform related duties and special projects as assigned by the General Manager from time to time.
• Perform other functions as needed for the benefit of the Resort.