The Resort Manager is the business owner on property-accountable for guest experience, team culture, revenue growth, profitability, and asset care. You'll lead all departments (Rooms, Housekeeping, Engineering, and Finance) to deliver a consistent, high-quality resort experience while meeting brand standards and ownership objectives.
Key Responsibilities
Guest Experience & Brand Quality
Champion a welcoming, service-forward culture; be visible on the floor during peak periods.
Achieve/exceed guest satisfaction, online reputation, and brand QA targets; ensure swift service recovery.
Maintain safety, cleanliness, and ambiance across guestrooms, public areas, amenities, and grounds.
Financial Leadership & Reporting
Own the full P&L: deliver revenue, GOP, NOI, and flow-through to plan.
Lead annual budgeting, monthly forecasts, and weekly labor/cost controls; manage CapEx and FF&E reserves.
Review daily/weekly performance (RevPAR, ADR, occupancy, outlet revenue, labor productivity); implement corrective actions.
Commercial Strategy (Revenue, Sales, Marketing)
Partner with Revenue Management on pricing, inventory, and distribution strategies; manage overbooking/walk plans.
Direct Sales & Marketing activity: local market outreach, partnerships, event strategy, and digital reputation/SEO management (e.g., Google/OTA/Revinate).
Maximize ancillary revenue (F&B, retail, activities) and upsell/cross-sell opportunities.
Operations Excellence
Ensure effective SOPs/SOGs across Front Office, Housekeeping, Engineering, and F&B; uphold PCI, ADA, food safety, and brand standards.
Run daily stand-ups and weekly ops reviews; track KPIs with clear follow-through.
Oversee preventive maintenance and life-safety programs to minimize Out-of-Order rooms and guest-impacting incidents.
People & Culture
Recruit, train, schedule, and develop a high-performing leadership team; drive engagement, recognition, and retention.
Ensure fair, consistent performance management; model professional, inclusive leadership.
Maintain a safe workplace and active safety committee; conduct regular trainings and drills.
Compliance, Risk & Community
Ensure compliance with federal/state/local laws and permits (health, fire, pool, alcohol, wage & hour).
Manage contracts, insurance claims, incident investigations, and vendor SLAs.
Represent Banana Bay with community partners, tourism boards, and local stakeholders.
Ownership & Reporting
Provide timely, insight-driven reports and presentations to ownership/asset management.
Execute strategic initiatives and special projects; communicate risks and opportunities proactively.
Benefits We Offer:
Performance Hospitality Management (PHM) is an Equal Opportunity Employer (EEO):
PHM is committed to diversity, equity, and inclusion in the workplace. We provide equal employment opportunities to all qualified individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or age. We embrace diversity and are committed to creating an inclusive environment for all employees.
5-7+ years of progressive hotel leadership with 2-4+ years as General Manager/Resort Manager (lifestyle, boutique, or resort experience preferred).
Strong financial acumen with proven P&L ownership, budgeting/forecasting, and labor/cost control.
Track record lifting guest satisfaction, online reputation, RevPAR Index, and GOP.
Working knowledge of hotel systems: PMS (e.g., Opera/Cloud PMS), POS, RMS/CRS, CRM/guest feedback (e.g., Revinate/Medallia), CMMS (e.g., HotSOS/Quore), and timekeeping/payroll (e.g., UKG/Kronos).
Excellent communication, coaching, and conflict-resolution skills; calm, decisive presence in a fast-paced environment.
Bachelor's degree in Hospitality/Business preferred; ServSafe/TIPS and CPO a plus (or willing to obtain).
Physical Requirements