General Manager - Operations

Role Purpose

The General Manager is responsible for end-to-end management of the 55-room resort, balancing hands-on operational leadership with strategic oversight. The role demands a strong understanding of resort operations, destination hospitality, guest engagement, and owner relations, particularly in a hill / nature destination.

Key Responsibilities

1. Resort Operations & Leadership

• Lead all operational departments including Front Office, Housekeeping, F&B, Engineering, Security, Landscaping, Activities, and Spa/Recreation (if applicable).
• Ensure smooth day-to-day operations with a strong on-ground presence and visibility.
• Implement and monitor SOPs in line with Saj brand standards and service philosophy.
• Ensure full compliance with local laws, excise regulations, pollution norms, safety standards, and statutory requirements relevant to Maharashtra hill destinations.

2. Guest Experience & Brand Representation

• Deliver a warm, personalized, and memorable guest experience aligned with Sajs hospitality ethos.
• Actively interact with guests, handle escalations, and convert complaints into loyalty opportunities.
• Monitor online reviews (OTA, Google, social platforms) and drive continuous improvement in guest satisfaction scores.
• Position the resort as a preferred destination for weekend getaways, celebrations, and retreats.

3. Financial & Business Performance

• Prepare and manage annual budgets, forecasts, and operating plans.
• Drive profitability through effective cost control, inventory management, and revenue optimization.
• Analyze P&L, MIS reports, and KPIs; take corrective actions where required.
• Ensure optimal pricing, yield management, and package creation for peak and lean seasons.

4. Sales, Marketing & Revenue Generation

• Drive room, F&B, and ancillary revenues through targeted sales initiatives.
• Develop and promote destination weddings, social events, corporate offsites, and experiential packages.
• Work closely with central sales & marketing teams on branding, digital presence, and promotions.
• Build strong relationships with travel agents, corporates, wedding planners, and local partners.

5. Human Resources & Team Development

• Recruit, train, and retain a multi-skilled, service-oriented resort team.
• Build a positive, disciplined, and performance-driven work culture.
• Manage manpower planning, duty rosters, productivity, and staff accommodation where applicable.
• Conduct regular training, appraisals, and succession planning.

6. Asset, Maintenance & Safety Management

• Maintain high standards of upkeep for rooms, public areas, landscaping, lake-facing zones, and back-of-house areas.
• Oversee preventive maintenance, AMC contracts, and capex projects.
• Ensure safety of guests and associates, including fire safety, water safety, and monsoon preparedness.

7. Owner & Stakeholder Communication

• Act as the primary point of contact for ownership and corporate office.
• Provide regular updates on operational performance, financials, and guest feedback.
• Ensure alignment between owner expectations, brand standards, and operational realities.

Preferred candidate profile & Qualifications

• Graduate / Postgraduate in Hotel Management or Hospitality-related discipline.
• 10-15 years of hospitality experience, with at least 4-6 years as a Resort Manager or General Manager.
• Prior experience in destination resorts, hill stations, or leisure properties preferred.
• Strong exposure to weddings, events, and experiential hospitality is an advantage.

Key Skills & Competencies

• Strong leadership with a hands-on, problem-solving approach.
• Excellent financial acumen and operational understanding.
• Guest-centric mindset with strong interpersonal skills.
• Ability to work in a remote / destination location and manage seasonal demand.
• High integrity, maturity, and ownership mindset.

Key Performance Indicators (KPIs)

• Occupancy, ADR, RevPAR
• Guest satisfaction scores and online reputation
• F&B and events revenue growth
• Cost controls and GOP
• Employee retention and engagement

Reporting Structure

• Reports to: Vice President - Corporate Office Saj Hotels & Resorts
• Direct Reports: Department Heads, Unit Heads, and SupervisorsRole & responsibilities