Scope of Position

The 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.

In the context of a pre-opening and luxury repositioning, the role is instrumental in shaping the operational identity of Mandarin Oriental Cristallo, ensuring full alignment with Mandarin Oriental Hotel Group standards and service philosophy.

The 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.

Key Responsibilities

Operational Leadership

• Oversee all day-to-day hotel operations, ensuring seamless integration between Rooms Division and F&B.
• Lead the operational setup during pre-opening, including SOP implementation, service culture embedding and team readiness.
• Ensure consistent delivery of Mandarin Oriental’s legendary service standards across all touchpoints.
• Maintain a strong presence in the hotel, actively engaging with guests and ensuring visibility.

Guest Experience & Quality

• Personally welcome VIPs, long-stay residents and key stakeholders.
• Continuously review guest feedback (LQE, Forbes, LQA) and implement corrective actions.
• Ensure the hotel achieves and exceeds targeted quality scores and brand benchmarks.

Financial Performance

• Drive Gross Operating Profit through effective cost control and revenue optimisation.
• Monitor and influence key KPIs including RevPAR Index, Average Check and CPOR.
• Actively identify new revenue streams and optimise existing ones, particularly within F&B.
• Support budgeting, forecasting and business planning processes.

Strategic & Commercial Focus

• Translate business strategy into operational execution.
• Analyse market trends, competitor positioning and financial data to inform decisions.
• Collaborate closely with Sales & Marketing and Revenue teams to maximise positioning and performance.

People Leadership

• Lead, coach and develop Department Heads and leadership team.
• Foster a high-performance culture aligned with Mandarin Oriental values.
• Drive engagement initiatives and promote a strong sense of purpose across the team.
• Support talent development, succession planning and retention strategies.

Stakeholder Management

• Maintain strong and professional relationships with Ownership representatives.
• Support the General Manager in preparing reports for Corporate and Ownership.
• Ensure clear, timely and structured communication across all stakeholders.

Innovation & Continuous Improvement

• Identify opportunities for operational efficiencies and service innovation.
• Lead change management initiatives, particularly in a pre-opening and ramp-up phase.
• Encourage a culture of creativity and continuous improvement across departments.

Leadership Expectations

• Lead by example, embodying Mandarin Oriental’s values and service culture.
• Demonstrate resilience and composure in a high-pressure, luxury environment.
• Inspire, empower and hold teams accountable for performance and behaviours.
• Promote collaboration across departments and within the cluster.

Health, Safety & Compliance

• Ensure full compliance with Italian regulations, company policies and safety standards.
• Promote a proactive safety culture across all departments.
• Ensure all emergency procedures are understood and implemented.
• Maintain high standards in risk prevention and operational safety.

Qualifications & Experience

Essential:

• Proven experience as Hotel Manager or Director of Operations in a luxury hotel environment.
• Strong exposure to Rooms Division and Food & Beverage operations.
• Experience in pre-opening or major renovation projects (strongly preferred).
• Solid financial acumen with ability to manage budgets and drive profitability.
• Exceptional leadership, communication and stakeholder management skills.
• Fluency in English and Italian.

Preferred:

• Experience within an international luxury brand.
• Familiarity with Forbes Travel Guide and LQA standards.
• Experience in alpine or resort destinations.

Additional Information

• The role requires flexibility to work across a 24/7 operational environment.
• Responsibilities may evolve in line with