General Manager

JOB DESCRIPTION

Position Title: General Manager

Location: Ayatana Resorts Ooty, Tamil Nadu

Department: Operations

Reports To: Chief Operating Officer

Position Summary

The General Manager will oversee the overall functioning of the resort, ensuring operational excellence, guest satisfaction, financial growth, and staff development. The role requires strong leadership, a hands-on approach, and a deep understanding of resort operations. Candidates with prior experience as an Operations Manager in the hospitality industry will be preferred.

Key Responsibilities

1. Operations Management

• Supervise and coordinate daily operations across departments including Front Office, Housekeeping, F&B Service, Kitchen, Maintenance, and HR.
• Ensure all departments adhere to the resorts Standard Operating Procedures (SOPs) and brand standards.
• Monitor performance metrics, identify gaps, and implement corrective measures to enhance operational efficiency.
• Maintain close communication with department heads to ensure smooth day-to-day functioning.

2. Guest Experience

• Drive a culture of excellence in guest service, ensuring every guest has an exceptional experience.
• Address guest concerns or complaints promptly and professionally.
• Regularly review guest feedback and online reputation scores, initiating action plans for improvement.

3. Financial Accountability

• Take full responsibility for the resort's Profit & Loss (P&L).
• Prepare and manage annual budgets, forecasts, and departmental targets.
• Monitor revenues and expenses, ensuring optimal profitability and cost control.
• Work with the finance team on timely vendor payments, payroll, and statutory compliance.

4. Leadership and Team Development

• Lead, train, and mentor the resort's leadership team and staff.
• Conduct regular performance reviews and ensure continuous skill development.
• Foster a collaborative and motivating work environment aligned with Ayatana's culture and values.
• Ensure manpower planning and recruitment are aligned with operational needs.

5. Sales, Marketing, and Business Development

• Collaborate with the Sales & Marketing team to improve occupancy, ARR, and overall revenue.
• Support the implementation of promotional activities, local tie-ups, and brand partnerships.
• Build strong relationships with travel agents, corporate clients, and event organizers to drive business growth.

6. Compliance and Safety

• Ensure compliance with all statutory regulations under the Shops & Establishments Act, PF, ESIC, FSSAI, and other relevant bodies.
• Oversee safety, hygiene, and maintenance standards across the property.
• Conduct regular audits to ensure adherence to company and government norms.

7. Strategic Planning and Reporting

• Contribute to the resort's long-term business strategy and operational goals.
• Identify opportunities for process improvements and innovation.
• Submit periodic performance and operations reports to senior management.

Qualifications & Experience

• Degree or Diploma in Hotel / Hospitality Management.
• Minimum 06–08 years of experience in the hospitality industry, with at least 3–5 years in a senior management or operations leadership role.
• Proven record of managing resort operations successfully.
• Strong knowledge of F&B, Rooms Division, and overall property management.
• Excellent communication, analytical, and leadership skills.

Desired Attributes

• Guest-focused and service-driven mindset.
• Hands-on leadership style with attention to operational details.
• Financially savvy with an ability to interpret data and act decisively.
• Proactive problem solver with strong decision-making ability.
• Adaptable, calm under pressure, and committed to maintaining brand integrity.