PM Resort Manager

About the Role

The Resort Evening Manager is responsible for providing visible leadership and operational oversight during the evening hours, ensuring a seamless luxury guest experience throughout Enchantment. Serving as the senior manager on duty, this role partners with department leaders to maintain Forbes Five-Star service standards, resolve guest concerns, support operational excellence, and ensure the resort is properly prepared for the following day. This hands-on leader maintains a strong presence throughout the resort, proactively engages with guests and team members, assists managers during periods of high business volume, and ensures the property is safe, clean, and operating efficiently.

Responsibilities

• Welcome all VIP arrivals, personally greet guests when appropriate, and ensure amenities, and special requests have been completed.
• Inspect VIP guestrooms and suites to verify quality, cleanliness, maintenance, and presentation standards.
• Maintain a visible presence throughout the resort, engaging with guests, homeowners, meeting planners, and team members to ensure exceptional service.
• Conduct routine inspections of all resort facilities, including restaurants, public areas, guestrooms, pools, recreational facilities, and back-of-house areas.
• Partner with department managers to ensure smooth operations and assist during periods of high guest volume.
• Monitor guest satisfaction throughout the evening and immediately resolve guest concerns, including addressing challenges from In-Stay Surveys, guest requests, and service recovery opportunities.
• Exercise sound judgment to resolve operational issues and guest situations while maintaining Forbes Five-Star standards.
• Ensure all departments consistently meet established service, quality, cleanliness, and operational standards.
• Coordinate evening operations across all departments, including Front Office, Housekeeping, Engineering, Food & Beverage, Security, Activities, and Retail.
• Provide coaching, guidance, and operational direction to department leaders and team members when appropriate.
• Support department managers with coaching, counseling, conflict resolution, and disciplinary matters as needed.
• Serve as the Manager on Duty and represent resort leadership during evening hours when executive leadership is not on property.
• Respond to emergencies, guest incidents, and operational disruptions while coordinating with Security and emergency responders as required.
• Ensure all safety, security, emergency response, and accident prevention procedures are properly followed.
• Verify that all evening operational checklists and closing procedures are completed accurately and on schedule.
• Conduct a comprehensive end-of-shift property walk to verify the resort is clean, secure, properly maintained, and fully prepared for morning operations.
• Ensure Night Services and overnight operations are completed efficiently and according to established standards.
• Attend departmental pre-shift meetings whenever possible to remain informed of operational priorities, VIP arrivals, groups, special events, and guest concerns.
• Maintain effective communication with all department leaders to ensure operational consistency and timely resolution of issues.
• Prepare and distribute the daily Evening Manager Report, documenting VIP activity, guest issues, service recoveries, operational concerns, maintenance items, safety incidents, and follow-up actions.
• Immediately notify Resort Executive Leadership of emergencies, safety incidents, or operational disruptions.
• Partner with the General Manager, Managing Director, Human Resources, HOA, Development, and other resort leadership on operational initiatives and special projects as assigned.
• Collaborate with the Mii amo leadership team to ensure a seamless guest experience across both properties.
• Promote a culture of teamwork, accountability, professionalism, and exceptional guest service.
• Maintain complete knowledge of resort services, amenities, events, emergency procedures, and Forbes standards.
• Perform other duties and special projects as assigned.

Qualifications

• Minimum 5 years of luxury hospitality leadership experience.
• Strong knowledge of Forbes Travel Guide luxury service standards.
• Excellent leadership, communication, and conflict-resolution skills.
• Ability to make sound operational decisions independently.
• Strong organizational and problem-solving abilities.
• Ability to remain calm and effective during emergencies and high-pressure situations.
• Working knowledge of all resort operations, including Rooms, Food & Beverage, Engineering, Housekeeping, Security, and Guest Services.
• Ability to work evenings, weekends, and holidays as business demands require.
• A college degree, preferably specializing in hotel management, business administration or equivalent experience is required.
• Three to Five years' previous experience as a Director of Operations / Resort Manager or General Manager at a luxury resort.
• Must have strong organizational skills, excellent written and verbal communication skills and be able to perform and prioritize multiple tasks with ease.
• Computer skills required; advanced PMS experience preferred.
• Strong guest and team member relations skills.
• Good command of the English language.
• Successful candidate must possess legal work authorization in the United States.
• This position requires an applicant with a flexible schedule, able to work morning/afternoon shifts, weekends, and holidays.

Physical Requirements

• 20% Sitting
• 80% walking, standing and bending.
• Lifting/carrying up to 25 lbs.
• Hearing and manual dexterity
• Distance vision 1-3 feet
• Ability to drive golf cart as necessary.

Supervision

This position has no direct reports but provides operational leadership, coordination, and direction to all departments during evening operations. Supervision received from the General Manager.