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RESORT MANAGER – JOB DESCRIPTION Property: Hide Away Resort Location: Bela-Bela, Limpopo Position: Resort Manager Employment Type: Full-Time Reports To: Owners / Directors 1. POSITION PURPOSE The Resort Manager is responsible for the overall day-to-day management and efficient operation of Hide Away Resort. The Resort Manager must ensure that the resort operates professionally, profitably, safely and according to the standards established by management. The position requires strong leadership, accountability and hands-on involvement in all operational areas. The Resort Manager acts as the primary link between ownership, employees and guests and is responsible for ensuring that instructions, policies, procedures and operational standards are consistently implemented. 2. KEY RESPONSIBILITIES Resort Operations Manage and oversee the daily operation of the entire resort. Ensure all departments are functioning effectively and according to required standards. Conduct regular inspections of the property, accommodation units, public areas and facilities. Ensure the resort is properly prepared for guest arrivals, events, conferences and busy periods. Ensure opening, closing and security procedures are followed. Identify operational problems and resolve them promptly. Report significant operational issues to the owners/directors. Ensure management instructions are implemented and followed through to completion. Guest Services Maintain a high standard of guest service throughout the resort. Ensure guests are welcomed and assisted professionally. Handle guest complaints, concerns and special requests. Investigate complaints and implement corrective action where necessary. Monitor guest feedback and online reviews. Work continuously to improve guest satisfaction and the resort's reputation. Ensure reception staff provide guests with accurate information regarding resort facilities, rules and services. Accommodation & Housekeeping Ensure accommodation units are clean, properly prepared and ready before guest check-in. Conduct or oversee pre-arrival accommodation inspections. Monitor housekeeping standards. Ensure linen, cleaning materials, guest amenities and housekeeping stock are properly controlled. Report and address damages, breakages and missing items. Coordinate housekeeping schedules according to occupancy levels. Ensure maintenance problems identified by housekeeping are reported and attended to promptly. Reception & Reservations Supervise reception and reservation operations. Ensure bookings are captured accurately. Monitor arrivals, departures, outstanding payments and special requests. Ensure proof of payment and required deposits are received according to company policy. Ensure guest information is accurately recorded. Monitor booking correspondence and ensure enquiries are answered promptly and professionally. Assist with occupancy management and maximising available accommodation. Staff Management Manage; supervise and motivate resort employees. Allocate daily duties and responsibilities. Prepare and manage staff rosters. Conduct daily or weekly operational meetings where required. Monitor attendance, punctuality, productivity and conduct. Ensure employees understand their job descriptions and responsibilities. Address poor performance promptly and professionally. Recommend disciplinary action where necessary. Assist with staff training and development. Maintain professional boundaries between management and employees. Promote teamwork while maintaining clear accountability. Report serious misconduct or repeated performance problems to ownership. Maintenance & Property Management Conduct regular property inspections. Maintain a maintenance register and ensure reported problems are followed up. Coordinate maintenance staff and external contractors. Ensure accommodation units, pools, gardens, roads, lighting, plumbing, electrical systems and public areas are properly maintained. Identify preventative maintenance requirements before they become major problems. Obtain quotations where required and submit significant expenditure for approval. Ensure tools and equipment are properly controlled and stored. Report damage to resort property immediately. Swimming Pools & Recreational Facilities Ensure swimming pools and recreational facilities are maintained according to required standards. Monitor cleanliness, water quality, temperatures and equipment. Ensure safety rules are displayed and enforced. Ensure recreational facilities remain clean, safe and presentable. Stock & Asset Control Oversee stock management throughout the resort. Participate in and supervise regular stocktakes. Investigate unexplained stock shortages or losses. Ensure stock movements are properly recorded. Monitor resort assets, equipment, furniture, linen and operating supplies. Ensure employees follow stock-control procedures. Report suspected theft, misuse or negligence immediately. Financial & Cost Control Monitor operational expenditure. Control unnecessary wastage and excessive spending. Verify purchases and expenses according to management procedures. Assist with budgets and operational planning. Monitor cash-handling and POS procedures where applicable. Ensure financial controls established by ownership are followed. Identify opportunities to improve profitability without compromising guest experience. Sales; Occupancy & Revenue Work with reception, reservations and marketing staff to improve occupancy. Monitor booking trends and occupancy levels. Support promotions, packages and special offers approved by management. Identify opportunities for accommodation, conference, event and day-visitor business. Encourage appropriate upselling of resort services and facilities. Provide management with feedback regarding guest demand and market opportunities. Events & Conferences Coordinate resort operations for conferences, functions and events. Ensure venues are prepared according to confirmed requirements. Coordinate relevant departments before and during functions. Ensure equipment, furniture, catering arrangements and staffing requirements are confirmed. Conduct post-event inspections and ensure venues are returned to standard. Health; Safety & Security Promote a safe environment for guests, employees and contractors. Ensure safety procedures are followed. Report accidents, injuries and incidents promptly. Maintain appropriate incident records. Ensure emergency procedures are understood by staff. Monitor security procedures, access control and lock-up procedures. Ensure hazards are identified and addressed promptly. Resort Standards & Presentation The Resort Manager is responsible for ensuring that the resort remains clean, professional and guest-ready at all times. This includes monitoring: Accommodation units Reception Venue and conference areas Swimming pools Ablution facilities Gardens and landscaping Roads and parking areas Signage Shop/bar areas Braai and recreational areas Staff work areas General appearance of the property Poor presentation or maintenance must be addressed immediately. 3. MANAGEMENT REPORTING The Resort Manager must provide regular reports to ownership covering: Occupancy and bookings Guest complaints and compliments Maintenance requirements Staff attendance and performance Stock issues Incidents and damages Operational expenditure Outstanding operational matters Upcoming events and large bookings Areas requiring management decisions Serious incidents, major guest complaints, security concerns, staff misconduct or significant property damage must be reported immediately and must not be held over for routine reporting. 4. AUTHORITY & ACCOUNTABILITY The Resort Manager is entrusted with significant responsibility and is therefore expected to take ownership of the resort's daily operation. The Manager must make reasonable operational decisions within the authority granted by ownership. Major expenditure, changes to company policy, employment decisions, significant discounts, contractual commitments and other matters reserved for ownership require prior approval. The Resort Manager remains accountable for ensuring that delegated tasks are completed. Delegating a responsibility to another employee does not remove the Manager's responsibility to follow up and ensure completion. 5. MINIMUM REQUIREMENTS The preferred candidate should have: Previous experience in resort, lodge, hotel or hospitality management. Strong staff-management and leadership skills. Excellent guest-service skills. Strong organisational and administrative ability. Experience with reservations and accommodation operations. Basic financial and cost-control knowledge. Experience with stock control. Ability to coordinate maintenance and property operations. Good computer literacy. Professional written and verbal communication skills. Ability to work under pressure. Ability to resolve problems independently. A valid driver's licence. 6. PERSONAL ATTRIBUTES The successful Resort Manager must be: Reliable and accountable Professional Honest and trustworthy Firm but fair Guest-focused Organised Proactive Solution-driven Detail-oriented Able to lead by example Comfortable managing difficult situations Able to communicate effectively with employees, guests, suppliers and ownership 7. WORKING REQUIREMENTS Hospitality is not limited to normal office hours. The Resort Manager must therefore be prepared to work according to the operational requirements of the resort. This may include weekends, public holidays, peak periods, events and occasional after-hours situations. Working schedules and time off will be managed according to the employment agreement, operational requirements and applicable South African labour legislation. 8. KEY PERFORMANCE INDICATORS Performance may be measured against: Guest satisfaction and review performance Accommodation readiness Cleanliness standards Maintenance turnaround times Staff productivity and discipline Stock-loss control Cost management Occupancy and revenue performance Response to guest complaints Compliance with resort procedures Completion of management reports Property presentation Safety and incident management Successful coordination of events and busy periods Implementation of instructions from ownership 9. GENERAL RESPONSIBILITY The Resort Manager is expected to treat Hide Away Resort as a complete operation rather than managing individual departments in isolation. Where an operational problem arises, the Resort Manager is expected to identify it, take appropriate action, delegate where necessary, follow up and confirm that the matter has been resolved. The Resort Manager must protect the reputation, property, financial interests and service standards of Hide Away Resort at all times.
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