Resort Manager

Kimpton MAS OLAS Resort & Spa; Baja California Sur; On-site; MXN 1,500,000 - 2,100,000; Full time

Job summary

Kimpton Mas Olas Resort & Spa, a luxury adults-only property on the Pacific coast of Baja California Sur, seeks a hands-on Resort Manager who will own the guest stay from arrival to departure and oversee the front office, guest services, housekeeping and guest experience programs.

Reporting to the General Manager, you’ll lead a Mexican and international staff, set service standards, partner across culinary, wellness, sales and marketing, drive upsell and immersive experiences, and safeguard

Qualifications

• 7+ years in luxury resort rooms operations, including at least 3 years as Resort Manager, Hotel Manager or Director of Rooms.
• Fluent in Spanish and English (required).
• Proficiency with property management systems such as Opera.
• Experience with luxury service standards and audits (Forbes/LQA) a plus.
• Willing to live in a coastal community near Los Cabos.

Responsibilities

• Participate in executive committee meetings, budgeting, capital planning and forecasting.
• Act as senior operator on property in the General Manager's absence.
• Represent guest in service standards, packages and group business decisions.
• Collaborate with culinary, wellness, sales, engineering and marketing across departments.
• Design and own the end-to-end guest journey from pre-arrival to post-stay follow-up.
• Build personalization and recognition programs for returning guests and VIPs.
• Maintain brand and luxury service standards, ensuring audit readiness.
• Lead service recovery and handle escalated guest concerns.
• Oversee responses to online reviews and guest surveys and implement fixes.
• Ensure upselling and guest classes are sold through pre-arrival outreach and front desk.

Skills

Fluent Spanish

Fluent English

Tools

Opera PMS

Job description

Kimpton Mas Olas is a 103-room, adults-only resort on the Pacific coast of Baja California Sur, one hour from Los Cabos. It sits among nine gardens planted by hand across thirty acres over three decades, on two miles of quiet beach that no other hotel shares. Nearly every room faces the water, with private terraces, and many with plunge pools and fire pits.

Guests come for three restaurants that cook from our own gardens, a botanical spa, four pools, and a pace that feels far from Cabo. Our business is a mix of leisure travelers, weddings, wellness retreats, corporate groups, and full-property buyouts, and a large share of our guests return. Protecting and growing that loyalty is the heart of this role.

About Mas Olas

Kimpton Mas Olas is a 103-room, adults-only resort on the Pacific coast of Baja California Sur, one hour from Los Cabos. It sits among nine gardens planted by hand across thirty acres over three decades, on two miles of quiet beach that no other hotel shares. Nearly every room faces the water, with private terraces, and many with plunge pools and fire pits.

Guests come for three restaurants that cook from our own gardens, a botanical spa, four pools, and a pace that feels far from Cabo. Our business is a mix of leisure travelers, weddings, wellness retreats, corporate groups, and full-property buyouts, and a large share of our guests return. Protecting and growing that loyalty is the heart of this role.

The Role

Reporting to our General Manager, the Resort Manager owns the guest's stay from arrival to departure and everything that shapes how it feels: the front office, guest services and concierge, housekeeping and laundry, and the guest experience programs that tie them together, including the classes, experiences, and retail guests buy during their stay. As a member of the Mas Olas Executive Team reporting to the General Manager, the Resort Manager helps set resort-wide strategy and service standards and acts for the General Manager in their absence.

We are looking for a hands-on leader who is visible in the lobby, on the paths, and in the rooms, and who can turn a warm, personal style of hospitality into consistent systems a team of Mexican and international staff can deliver every day.

Key Responsibilities Executive Team

• Participate in executive committee meetings, annual budgeting, capital planning, and forecasting.
• Act as senior operator on property in the General Manager's absence.
• Represent the guest in resort-wide decisions on service standards, packages, and group business.
• Collaborate with fellow executives across culinary, wellness, sales, engineering, and marketing.

Guest Experience

• Design and own the end-to-end guest journey: pre-arrival communication, arrival, in-stay moments, departure and post-stay follow-up.
• Build personalization and recognition programs for returning guests, VIPs, and celebrations, supported by accurate guest history and preference records.
• Maintain and elevate brand and luxury service standards, including audit readiness.
• Lead service recovery and personally handle escalated guest concerns.
• Oversee responses to online reviews and guest surveys; turn feedback into specific operational fixes.
• Ensure upselling and guest classes are sold, including cooking classes, mezcal tastings, ceviche classes, and similar experiences, through pre-arrival outreach, the front desk, and concierge.
• Oversee the resort boutique, including assortment, pricing, and inventory, in coordination with the Director of Wellness so resort and spa retail complement each other.
• Lead and oversee sales for all guest Immersion and Discovery programming experiences

Front Office & Guest Services

• Direct the front desk, concierge, guest services, bell, and night operations.
• Manage arrivals, departures, room assignments and upgrade strategy in coordination with revenue management.
• Coordinate airport transfers, excursions and local partners so the guest's time off property is as seamless as their time on it.
• Own the property management system and guest-facing technology, including messaging and upsell tools.

Rooms & Housekeeping

• Work with the Executive Housekeeper to deliver an inspected, luxury standard of cleanliness in every room, villa, plunge pool and public area.
• Run a room inspection program and partner with engineering on preventive maintenance and fast repair of guest-facing issues.
• Manage linen, amenity and supply programs, including cost per occupied room and sustainable sourcing.
• Manage employee uniform purchasing and laundry operations.

Groups, Weddings & Buyouts

• Partner with Sales and the coordination team on room blocks, rooming lists and arrival sequencing for weddings, retreats corporate groups and full-property buyouts.
• Coordinate guest experience with partner properties used for wedding overflow lodging.
• Ensure group guests receive the same personal recognition as individual travelers.

People Leadership

• Lead hiring, development, discipline and termination for rooms division and retail staff, working with Human Resources to ensure compliance with the Ley Federal del Trabajo and the resort's internal work rules and policies.
• Build training, service culture and succession plans; schedule to demand without sacrificing service.

Financial & Commercial

• Own the rooms division and retail budgets payroll, cost per occupied room supplies and capital requests for guest-room furniture, fixtures and equipment.
• Drive incremental revenue through pre-arrival and on-property upsell programs.

Success Measures — First 12 Months

• Guest satisfaction and online review scores against target.
• Returning-guest rate and repeat booking.
• Room inspection scores and time to resolve guest-reported issues.
• Cost per occupied room and labor productivity against budget.
• Upsell, guest class and retail revenue per occupied room.

Qualifications

• 7+ years in luxury resort rooms operations, including at least 3 years as Resort Manager, Hotel Manager or Director of Rooms.
• Experience as a member of a resort executive committee or equivalent senior leadership team.
• Demonstrated record of raising guest satisfaction scores and building personalized service programs.
• Experience with luxury service standards and audits (such as Forbes Travel Guide or LQA).
• Group and wedding operations experience strongly preferred; retail experience a plus.
• Fluent in Spanish and English (required).
• Proficiency with property management systems such as Opera and guest communication tools; working knowledge of Mexican labor law or the ability to learn it quickly with HR support.
• Willing to live in a small coastal community one hour from Los Cabos.