Ph3bScope of Position /b /h3pThe Resort Manager is a key member of the Executive Committee (EXCO), responsible for the overall operational leadership of the hotel, with direct oversight of the Rooms Division and Food Beverage departments. /ppIn the context of a bpre-opening and luxury repositioning /b, the role is instrumental in shaping the operational identity of Mandarin Oriental Cristallo, ensuring full alignment with bMandarin Oriental Hotel Group /b standards and service philosophy. /ppThe Resort Manager will drive operational excellence across the entire guest journey, ensuring delivery of a seamless, personalised and exceptional experience, while achieving financial targets and supporting long-term asset value creation. The role requires strong collaboration with the General Manager, Ownership and Cluster leadership. /ph3bKey Responsibilities /b /h3h3bOperational Leadership /b /h3ulliOversee all day-to-day hotel operations, ensuring seamless integration between Rooms Division and FB. /liliLead the operational setup during pre-opening, including SOP implementation, service culture embedding and team readiness. /liliEnsure consistent delivery of Mandarin Oriental’s legendary service standards across all touchpoints. /liliMaintain a strong presence in the hotel, actively engaging with guests and ensuring visibility. /li /ulh3bGuest Experience Quality /b /h3ulliPersonally welcome VIPs, long-stay residents and key stakeholders. /liliContinuously review guest feedback (LQE, Forbes, LQA) and implement corrective actions. /liliEnsure the hotel achieves and exceeds targeted quality scores and brand benchmarks. /li /ulh3bFinancial Performance /b /h3ulliDrive Gross Operating Profit through effective cost control and revenue optimisation. /liliMonitor and influence key KPIs including RevPAR Index, Average Check and CPOR. /liliActively identify new revenue streams and optimise existing ones, particularly within FB. /liliSupport budgeting, forecasting and business planning processes. /li /ulh3bStrategic Commercial Focus /b /h3ulliTranslate business strategy into operational execution. /liliAnalyse market trends, competitor positioning and financial data to inform decisions. /liliCollaborate closely with Sales Marketing and Revenue teams to maximise positioning and performance. /li /ulh3bPeople Leadership /b /h3ulliLead, coach and develop Department Heads and leadership team. /liliFoster a high-performance culture aligned with Mandarin Oriental values. /liliDrive engagement initiatives and promote a strong sense of purpose across the team. /liliSupport talent development, succession planning and retention strategies. /li /ulh3bStakeholder Management /b /h3ulliMaintain strong and professional relationships with Ownership representatives. /liliSupport the General Manager in preparing reports for Corporate and Ownership. /liliEnsure clear, timely and structured communication across all stakeholders. /li /ulh3bInnovation Continuous Improvement /b /h3ulliIdentify opportunities for operational efficiencies and service innovation. /liliLead change management initiatives, particularly in a pre-opening and ramp-up phase. /liliEncourage a culture of creativity and continuous improvement across departments. /li /ulh3bLeadership Expectations /b /h3ulliLead by example, embodying Mandarin Oriental’s values and service culture. /liliDemonstrate resilience and composure in a high-pressure, luxury environment. /liliInspire, empower and hold teams accountable for performance and behaviours. /liliPromote collaboration across departments and within the cluster. /li /ulh3bHealth, Safety Compliance /b /h3ulliEnsure full compliance with Italian regulations, company policies and safety standards. /liliPromote a proactive safety culture across all departments. /liliEnsure all emergency procedures are understood and implemented. /liliMaintain high standards in risk prevention and operational safety. /li /ulh3bQualifications Experience /b /h3pbEssential: /b /pulliProven experience as Hotel Manager or Director of Operations in a luxury hotel environment. /liliStrong exposure to Rooms Division and Food Beverage operations. /liliExperience in pre-opening or major renovation projects (strongly preferred). /liliSolid financial acumen with ability to manage budgets and drive profitability. /liliExceptional leadership, communication and stakeholder management skills. /liliFluency in English and Italian. /li /ulpbPreferred: /b /pulliExperience within an international luxury brand. /liliFamiliarity with Forbes Travel Guide and LQA standards. /liliExperience in alpine or resort destinations. /li /ulh3bAdditional Information /b /h3ulliThe role requires flexibility to work across a 24/7 operational environment. /liliResponsibilities may evolve in line with business needs, particularly during pre-opening and ramp-up phases. /li /ul /p #J-18808-Ljbffr