General Manager/Assistant General Manager - Resort Management at Manori

WASA | WE Allies Strategic Advisory; Pune District; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

WASA | WE Allies Strategic Advisory seeks a General Manager for a Pune district resort to oversee end-to-end operations, guest experience, and business growth. You will supervise departments, set KPIs, and drive revenue while maintaining safety and brand standards.

The role emphasizes compliance, cost control, vendor management, staff development and a hands-on approach to deliver exceptional service and sustained profitability, with a focus on innovative programs and strong stakeholder

Qualifications

• 7-10 years of experience in resort/hospitality management.

Responsibilities

• Lead and manage all resort departments: Front Office, Housekeeping, F&B, Kitchen, Spa/Activities, Security, Engineering, Finance, HR and Stores.
• Develop and implement SOPs for all operational areas to ensure consistency and high service standards.
• Set annual and monthly targets and monitor KPIs (occupancy, ADR, RevPAR, guest satisfaction, costs).
• Oversee daily operations across all shifts and ensure cleanliness, safety and guest service.
• Ensure licenses and registrations are compliant with local, state and national laws.

Job description

Role Overview: The General Manager (GM) is responsible for end-to-end management of the resort, including administration, day-to-day operations, legal and statutory compliance, guest experience, and business growth. The GM will work closely with the owners/management to execute innovative ideas that enhance revenue, profitability, and brand positioning of the resort. Key Responsibilities: 1. Overall Resort Administration. Lead and manage all departments: Front Office, Housekeeping, F&B, Kitchen, Spa/Activities, Security, Engineering, Finance, HR and Stores.

• Develop and implement SOPs for all operational areas to ensure consistency, efficiency and high service standards.
• Set annual and monthly operational targets and monitor performance against KPIs (occupancy, ADR, RevPAR, guest satisfaction, costs, etc.).

2. Day-to-Day OperationsOversee daily operations to ensure smooth functioning of the resort across all shifts.

• Resolve operational bottlenecks quickly and maintain high standards of cleanliness, safety, and guest service.
• Conduct daily/weekly departmental review meetings and ensure coordination between teams.
• Monitor procurement, inventory and cost control for food, beverages, linens, amenities and other supplies.

3. Legal, Licensing and Statutory ComplianceEnsure all licenses and registrations (hospitality, FSSAI, liquor, local tourism, pollution control, fire safety, music/entertainment, etc.) are valid, renewed on time and properly documented.

• Ensure compliance with local, state and national laws related to labour, wages, ESI, PF, safety and environmental norms.
• Coordinate with legal advisors, chartered accountants and company secretaries to maintain statutory records and filings.
• Handle inspections, audits and visits from government or regulatory authorities, ensuring full cooperation and zero non-compliance.

4. Financial Management and ProfitabilityPrepare and manage annual budgets, forecasts and monthly MIS reports in coordination with Finance.

• Track revenue streams (rooms, F&B, banquets, events, activities, spa, ancillary services) and drive strategies to increase yield and profitability.
• Implement cost-control measures without compromising guest experience and brand standards.
• Review P&L statements regularly and recommend corrective actions to management.

5. Revenue Growth, Sales & Marketing SupportCollaborate with the sales and marketing team/agency on room packages, events, retreats, weddings, conferences and other offerings to boost occupancy and average rates.

• Support digital marketing and OTA strategies (website, social media, Google, booking portals) by providing inputs on promotions, guest stories, visual content and campaigns.
• Build and maintain relationships with travel agents, corporates, event planners and local partners to drive business.
• Monitor competitor activity, market trends and guest feedback to refine pricing and positioning.

6. Innovation, Business Renovation & Brand BuildingWork with management to identify and execute innovative, creative ideas to upgrade the resort’s product, services and experiences (e.g., themed experiences, wellness retreats, eco-friendly initiatives, local cultural programs).

• Plan and oversee renovation, refurbishment and modernization projects in coordination with architects, vendors and contractors.
• Introduce new revenue streams (activities, curated experiences, memberships, partnerships, merchandise, etc.) aligned with the brand.
• Ensure the resort aligns with a clear brand story and guest value proposition, and that this is reflected in service, décor, communication and guest interactions.
• 7. Guest Experience and Service QualityEnsure a guest-centric culture in the resort, with consistent, warm and professional service.
• Personally handle VIP guests, important groups and escalated complaints to ensure quick resolution and delight.
• Monitor guest feedback from all channels (in-person, feedback forms, online reviews) and convert insights into action plans.
• Implement training and coaching for staff on hospitality standards, communication, grooming and guest handling.

8. People Leadership & CultureLead by example and build a high-performance, accountable, and collaborative culture in the resort.

• Oversee recruitment, onboarding and training of staff across levels, in coordination with HR.
• Design and implement staff schedules, performance reviews, rewards and disciplinary actions as needed.
• Ensure compliance with labour laws, policies on POSH, and a safe, respectful workplace for all employees.

9. Safety, Security and Risk ManagementEnsure implementation of health, safety and hygiene protocols across the property.

• Oversee security arrangements for guests, staff and property assets.
• Develop and periodically review emergency and crisis management plans (fire, medical emergencies, natural disasters, etc.).
• Ensure regular maintenance of all equipment, infrastructure and facilities to minimize breakdowns and risks.

10. Reporting and Stakeholder ManagementProvide regular updates to promoters/owners on operations, financials, projects and risk areas.

• Prepare and present monthly and quarterly performance reports with key insights and recommendations.

Note: Candidates must have 7-10 years of experience. Immediate joiners will be preferred. Candidates from Malad, Marve, Vasai, Gorai and Manori locations or nearby areas are encouraged to apply.