Resort Manager

Sha; Cancún; On-site; MXN 800,000 - 1,200,000; Full time

Benefits offered by this job

Restaurant facilities nearby

Job summary

SHA Wellness Clinic in Cancún, Mexico seeks a Resort Manager to oversee and lead the property’s operations, ensuring stellar guest experiences and safety across Front Office, Housekeeping, Security, Engineering, F&B, and Culinary. You will align with SHA’s standards and drive performance with a focus on service excellence.

The role requires extensive luxury-hospitality leadership, cross-functional team development, and strong budget/ KPI management, while promoting a positive work environment

Qualifications

• Minimum 8 years of luxury hospitality experience.
• Experience leading multiple departments (Front Office, Housekeeping, F&B, Culinary, Security, Engineering).
• Advanced English (C1) and fluent Spanish.

Responsibilities

• Lead and oversee the overall operations of Front Office, Housekeeping, Security, Engineering, F&B, and Culinary to achieve objectives and maintain SHA standards.
• Define and implement Hospitality operational strategy aligned with SHA México objectives and company vision.
• Lead management teams, fostering leadership, collaboration, accountability, and results orientation.
• Ensure an integrated, personalized, and safe guest experience reflecting SHA's hospitality standards.
• Monitor KPIs across operations, quality, and guest satisfaction and implement improvement plans.
• Oversee workforce planning, budgeting, and resource management in coordination with HR and occupancy needs.
• Participate in talent development, performance evaluation, and succession planning for leaders and teams.
• Oversee budget management and cost control for areas under responsibility and coordinate with General Management.

Skills

Leadership

Guest experience

Strategic thinking

Team development

Operations management

Budgeting

Risk management

English (C1)

Job description

SHA Wellness Clinic is a global leader in integrative health, prevention and longevity, and has been named "World's Best Wellness Clinic" at the World Spa Awards for multiple consecutive years.

Since opening in 2008, SHA has transformed the lives of more than 65,000 guests worldwide and continues to expand its impact, with our flagship in Spain, a new destination in Mexico and future openings in Dubai and the Emirates. SHA is a Green Globe-certified brand with a truly multicultural team, united by a mission to create transformative and memorable experiences for every guest.

We are looking for a Resort Manager to oversee and lead the property's overall operations, ensuring seamless coordination across Front Office, Housekeeping, Security, Engineering, Food & Beverage, and Culinary, in alignment with SHA's brand and service standards.

You will be responsible for delivering an exceptional and safe guest experience by anticipating guests' needs and ensuring personalized, consistent service across all touchpoints. The Resort Manager will also ensure compliance with security protocols and effective risk management while maintaining high standards of quality and service.

Additionally, this leader will play a key role in leading and developing teams, fostering a positive work environment that promotes employee satisfaction, engagement, and talent development, while driving the achievement of the property's operational and business objectives.

Responsibilities

• Lead and oversee the overall operations of the Front Office, Housekeeping, Security, Engineering, Food & Beverage, and Culinary departments, ensuring the achievement of operational objectives and compliance with SHA's established quality and service standards.
• Define and implement the Hospitality operational strategy, aligned with the overall objectives of SHA México and the company’s vision.
• Lead the management teams across the areas under the position’s responsibility, fostering a culture of leadership, collaboration, accountability, and results orientation.
• Ensure an integrated, personalized, and safe guest experience, ensuring that every interaction and touchpoint reflects SHA's hospitality standards.
• Monitor key operational, financial, quality, and guest satisfaction KPIs, identifying opportunities for improvement and establishing appropriate action plans.
• Ensure compliance with standards, policies, procedures, and SOPs, promoting their proper implementation and continuous updating according to operational needs.
• Ensure service quality and consistency through the analysis of guest feedback, internal audits, and satisfaction indicators, driving continuous improvement initiatives.
• Ensure effective workforce planning and resource management in coordination with Human Resources, taking into consideration occupancy levels, groups, seasonal periods, and the property’s operational needs.
• Participate in the selection, development, performance evaluation, and succession planning of talent, strengthening the capabilities of leaders and teams under the position’s responsibility.
• Oversee the budget management of the areas under the position’s responsibility, monitoring costs, resources, and financial objectives.
• Work closely with General Management and the different areas of SHA, facilitating decision-making and ensuring the execution of the property’s strategic priorities.
• Coordinate operations during high-occupancy periods, groups, events, and special situations, ensuring team preparedness and continuity of service standards.
• Lead the management and resolution of guest, operational, and security incidents and critical situations, ensuring timely, empathetic, and solution-oriented responses.
• Ensure, in coordination with Engineering, the proper preventive and corrective maintenance of guest rooms, facilities, common areas, and operational spaces, prioritizing safety, functionality, and guest experience.
• Ensure, in coordination with Security, compliance with prevention, protection, and emergency response protocols, contributing to a safe environment for guests, employees, and facilities.
• Drive innovation and continuous improvement initiatives that contribute to elevating Hospitality standards and strengthening SHA's differentiated guest experience.
• Represent SHA's values and philosophy, acting as a role model for teams and promoting a culture based on excellence, service, wellbeing, collaboration, and personalized attention.

Requirements

• Minimum 8 years of experience in luxury hospitality, preferably in operational leadership positions.
• Previous experience in roles such as Director of Operations, Director of Hospitality, Hotel Manager, Operations Manager, or equivalent.
• Proven experience leading multiple operational departments, including Front Office, Housekeeping, Food & Beverage, Culinary, Security, and Engineering.
• Experience in luxury hotels, resorts, or high-end properties, with a strong understanding of hospitality and service standards.
• Proven experience leading multidisciplinary and management teams, fostering accountability, professional development, and a results-driven culture.
• Strong knowledge of hotel operations, quality standards, SOPs, audits, and guest experience management.
• Experience managing budgets, costs, operational and financial KPIs, as well as implementing and monitoring action plans.
• Knowledge of security protocols, risk prevention, and business continuity procedures.
• Ability to work cross-functionally with corporate and operational teams, General Management, and key stakeholders.
• Advanced English / C1 required; fluent or native Spanish.
• Strong strategic thinking, overall business perspective, and results orientation.
• Strong guest focus, sensitivity to personalized service, and attention to detail.

SHA is more than a workplace; it is a unique environment where nature, science and purpose meet. Every day, our team helps people transform their lives, and you will grow alongside extraordinary people in an environment built on excellence and genuine care.

We are committed to diversity, equity and inclusion. You will join a truly international team, with women and men in leadership, and a culture where different perspectives are valued and everyone can grow based on merit and talent.

If you want your work to matter this much, and you are ready to create meaningful commercial partnerships while helping organisations and their people invest in lasting wellbeing, we would love to hear from you.