General Manager - Operations (Hospitality Industry)

AMS Human Resources; Manori; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

AMS Human Resources is seeking a General Manager to lead end-to-end resort operations, including administration, daily management, compliance, guest experience and business growth. The GM will collaborate with owners/management to implement innovative ideas that enhance revenue, profitability and brand positioning of the resort.

The role requires overseeing all departments, setting targets, monitoring KPIs and driving cost efficiency while maintaining high service standards.

Qualifications

• Experience in hotel or resort management is required.
• Strong leadership and people development skills.
• Ability to manage multiple departments and KPIs.

Responsibilities

• Oversee all departments: Front Office, Housekeeping, F&B, Kitchen, Spa, Security, Engineering, Finance, HR and Stores.
• Set annual and monthly targets; monitor KPIs like occupancy, ADR, RevPAR and guest satisfaction.
• Ensure SOPs are implemented across operations for service consistency.
• Manage daily operations and resolve bottlenecks; maintain safety and cleanliness.
• Oversee procurement, inventory and cost control across amenities and supplies.
• Ensure licenses and compliance with local regulations; coordinate with legal/advisors.
• Prepare budgets, forecasts and monthly MIS with Finance.
• Support sales and marketing initiatives to boost occupancy and revenue.
• Drive revenue through innovative experiences and partnerships.
• Provide guest-centric service and address VIP needs and escalations.

Skills

Leadership

Operations management

Budgeting

Compliance

People management

Job description

Role & responsibilities:

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.

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 Operations

• Oversee 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 Compliance

• Ensure 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 Profitability

• Prepare 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 Support

• Collaborate 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 Building

• Work with management to identify and execute innovative, creative ideas to upgrade the resorts 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, dcor, communication and guest interactions.

7. Guest Experience and Service Quality

• Ensure 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 & Culture

• Lead 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 Management

• Ensure 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 Management

• Provide 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.