職位描述
工作地點(diǎn):
需常駐馬來西亞 · 島嶼度假區(qū)(仙本那/停泊島/熱浪島/蘭卡威等)
用工性質(zhì):全職、駐島(提供住宿)
匯報(bào)對(duì)象:本公司董事會(huì)
崗位使命
對(duì)島上水屋、沙灘屋、民宿住宿群、潛水/水上活動(dòng)中心、餐飲與后勤供應(yīng)鏈、島上公共設(shè)施與安全實(shí)施一體化管理,達(dá)成盈利目標(biāo)與品牌口碑雙提升,并對(duì)本公司董事會(huì)進(jìn)行透明、準(zhǔn)時(shí)、數(shù)據(jù)化匯報(bào)。
主要職責(zé)
1)綜合運(yùn)營(住宿群 + 公共區(qū)域)
? 負(fù)責(zé)前廳/客房/工程/保潔/安保/碼頭接駁/船務(wù)調(diào)度的SOP制定與執(zhí)行。
? 管控RevPAR、入住率、ADR、GOP等核心指標(biāo);推行精益排班與能耗管理(發(fā)電、海水淡化、光伏儲(chǔ)能等)。
? 監(jiān)督PMS/渠道管理/收益系統(tǒng)(如Opera/Cloudbeds、SiteMinder、RMS)日常準(zhǔn)確性與對(duì)賬閉環(huán)。
2)監(jiān)管水上活動(dòng)中心(Diving & Watersports)
? 統(tǒng)籌PADI體系合規(guī)與教練/潛導(dǎo)/船長排班;審查壓縮機(jī)與氣瓶年檢記錄、裝備維護(hù)臺(tái)賬、保險(xiǎn)與風(fēng)險(xiǎn)評(píng)估。
? 制定并演練海上/潛水緊急預(yù)案(溺水/失聯(lián)/傷情/惡劣天氣);對(duì)接醫(yī)療救援資源(如DAN)。
? 規(guī)劃精品潛點(diǎn)與課程產(chǎn)品,提升人均消費(fèi)(AOW/特色課程/夜?jié)?私導(dǎo)/攝影等)。
3)餐飲與供應(yīng)鏈(F&B & Supply)
? 負(fù)責(zé)監(jiān)控餐飲出品標(biāo)準(zhǔn)、食品安全(HACCP原則)、庫存與損耗控制,月度毛利達(dá)標(biāo)。
? 協(xié)助監(jiān)管冷鏈/干貨/鮮品采購體系與島上儲(chǔ)存規(guī)范;建立本地供應(yīng)商池與議價(jià)機(jī)制。
4)市場與渠道(Sales & Marketing)
? 統(tǒng)籌OTA(Booking/Agoda/攜程/美團(tuán)等)、社媒與旅行社合作;監(jiān)控轉(zhuǎn)化、復(fù)購與口碑(評(píng)分/NPS)。
? 結(jié)合節(jié)令與氣候(季風(fēng)/能見度/海況)做動(dòng)態(tài)定價(jià)與主題活動(dòng)(如攝影周、自由潛營、親子營)。
5)財(cái)務(wù)與風(fēng)控(Finance & Compliance)
? 協(xié)同編制年度/季度/月度預(yù)算、現(xiàn)金流滾動(dòng)預(yù)測、成本控制;周/月度經(jīng)營簡報(bào)與KPI看板向業(yè)主匯報(bào)。
? 監(jiān)督收銀、對(duì)賬、發(fā)票、合同與合規(guī);熟悉當(dāng)?shù)毓蛡蚍?、旅游與海事相關(guān)法規(guī)及許可證辦理/年審。
6)人力與文化(People & Culture)
? 協(xié)同招聘、培訓(xùn)與績效管理;構(gòu)建跨文化團(tuán)隊(duì)(本地/外籍)協(xié)作機(jī)制與接班人梯隊(duì)。
? 關(guān)注駐島員工身心健康與留存,優(yōu)化食宿福利與輪休計(jì)劃,降低人員流失率。
7)安全與可持續(xù)(HSE & ESG)
? 建立臺(tái)風(fēng)/暴雨/涌浪/停電/海況突變等場景的BCP(業(yè)務(wù)連續(xù)性)預(yù)案與演練。
? 推進(jìn)環(huán)保措施(珊瑚礁保護(hù)、無磷排放、垃圾分類、reef-safe防曬倡導(dǎo)、節(jié)能水務(wù))與合規(guī)公示。
關(guān)鍵KPI
? 經(jīng)營:入住率/ADR/RevPAR、餐飲毛利%、綜合GOP%、人房比、庫存周轉(zhuǎn)天數(shù)。
? 市場:OTA綜合評(píng)分≥9.0/4.6;NPS≥60;復(fù)購與轉(zhuǎn)介紹率提升。
? 安全:重大事故為0;輕傷率逐季下降;應(yīng)急演練達(dá)標(biāo)率100%。
? 體驗(yàn):投訴24小時(shí)閉環(huán)率≥95%;服務(wù)時(shí)效SLA按SOP達(dá)標(biāo)。
? 人才:核心崗位滿編率、人員流失率、梯隊(duì)培養(yǎng)覆蓋率。
? 合規(guī):各類證照/年審/審計(jì)與政府檢查通過率100%。
任職資格
? 學(xué)歷:酒店/旅游/工商管理等本科及以上(碩士優(yōu)先)。
? 經(jīng)驗(yàn):5–8年及以上高星/度假村運(yùn)營經(jīng)驗(yàn),≥2–3年綜合管理經(jīng)驗(yàn);有海島/潛水度假村背景優(yōu)先。
? 語言:英語流利;會(huì)中文/馬來語更佳。
專業(yè)技能:
? 全面理解前廳、客房、工程、餐飲、潛水/水上項(xiàng)目運(yùn)營與成本控制。
? 熟悉PMS、渠道管理與收益系統(tǒng)(Opera/Cloudbeds、SiteMinder/RMS等),能做數(shù)據(jù)驅(qū)動(dòng)決策。
? 具備應(yīng)急管理與醫(yī)療/海事協(xié)同意識(shí)(含落水/潛水減壓病初步識(shí)別與流程)。
證照(加分項(xiàng)):
? PADI DM/Instructor背景、救援/急救證(EFR)、船務(wù)/海事安全相關(guān)資質(zhì)。
? 食品安全/HACCP培訓(xùn)證書。
? 個(gè)性與領(lǐng)導(dǎo)力:強(qiáng)執(zhí)行與抗壓、跨文化溝通、結(jié)果導(dǎo)向與服務(wù)意識(shí)、誠信與高度主人翁精神。
薪酬與福利
? 工資:人民幣約20,000-35,000/月(馬來西亞貨幣 12,000–20,000/月)
? 福利:提供島上住宿與工作餐;通訊與交通補(bǔ)貼;年度獎(jiǎng)金/業(yè)績分成;法定年假(18–24天);簽證與工卡(外籍)。
作息與輪休
? 常規(guī)6天制(旺季彈性加班),淡旺季輪休;后經(jīng)具體協(xié)商。
試用期與培養(yǎng)
? 試用期3–6個(gè)月:對(duì)標(biāo)月度KPI,達(dá)成后轉(zhuǎn)正。
? 入職首90天:完成SOP與應(yīng)急預(yù)案落地、預(yù)算與價(jià)格體系重構(gòu)、團(tuán)隊(duì)盤點(diǎn)與關(guān)鍵缺口補(bǔ)位。
Position
Resort General Manager | Island Resort Complex Operations
Location
Island Resort Area · Malaysia (e.g., Semporna / Perhentian / Redang / Langkawi)
Employment Type: Full-time, on-site (accommodation provided)
Reports To: Board of Directors
Mission
Provide end-to-end management of the island’s overwater villas, beach villas, homestays, the diving & watersports center, F&B and back-of-house supply chain, and island public facilities & safety. Deliver both profitability and brand reputation growth, and report to the Board with transparent, timely, data-driven updates.
Key Responsibilities
1) Integrated Operations (Accommodation + Public Areas)
? Establish and enforce SOPs for Front Office, Housekeeping, Engineering, Cleaning, Security, Jetty Transfers, and Boat Scheduling.
? Control core KPIs: RevPAR, Occupancy, ADR, GOP; implement lean rostering and energy optimization (power generation, desalination, PV & storage, etc.).
? Oversee PMS / Channel Manager / Revenue Management systems (e.g., Opera, Cloudbeds, SiteMinder, RMS) for daily accuracy and reconciliation.
2) Diving & Water-sports Center Oversight
? Ensure PADI compliance; manage scheduling for instructors/divemasters/captains; audit compressor & cylinder inspections, equipment maintenance logs, insurance, and risk assessments.
? Draft and drill marine/diving emergency plans (drowning, missing diver, injuries, severe weather); coordinate medical evacuation resources (e.g., DAN).
? Curate premium sites and course products to raise per-guest spend (AOW & specialties, night dives, private guiding, underwater photo/video, etc.).
3) F&B and Supply Chain
? Monitor culinary standards, food safety (HACCP principles), inventory & waste control; achieve monthly gross margin targets.
? Co-anage cold-chain/dry/fresh procurement and island storage standards; build a local supplier pool and negotiation mechanisms.
4) Sales & Marketing
? Orchestrate OTA (Booking/Agoda/Ctrip/Meituan, etc.), social media, and travel-trade partnerships; track conversion, repeat rate, and reputation (ratings/NPS).
? Apply dynamic pricing and seasonal programming aligned with monsoon/visibility/sea conditions (e.g., photo weeks, free-dive camps, family camps).
5) Finance & Compliance
? Co-prepare annual/quarterly/monthly budgets, rolling cash-flow forecasts, cost control; deliver weekly/monthly business briefs and KPI dashboards to the Board.
? Supervise cash/settlement, invoicing, contracts, and compliance; be conversant with local employment law, tourism & maritime regulations, and licensing/renewals.
6) People & Culture
? Co-lead recruitment, training, and performance management; build a cross-cultural (local/expat) team with succession planning.
? Safeguard on-island staff wellbeing and retention; optimize accommodation/meals and roster cycles to reduce attrition.
7) HSE & ESG (Safety and Sustainability)
? Establish BCP (business continuity plans) and drills for typhoon, heavy rain, swell, blackout, and sudden sea-state changes.
? Drive environmental initiatives (coral protection, phosphate-free discharge, waste sorting, reef-safe sunscreen advocacy, energy/water efficiency) and public compliance disclosures.
Key KPIs
? Operations: Occupancy / ADR / RevPAR; F&B gross margin %; overall GOP %; staff-to-room ratio; inventory turnover days.
? Market: OTA composite score ≥ 9.0 / 4.6; NPS ≥ 60; growth in repeat & referral bookings.
? Safety: Zero major incidents; declining minor-injury rate QoQ; 100% drill pass rate.
? Experience: ≥ 95% complaint closure within 24h; SLA on service timing per SOP.
? People: Core-position fill rate; staff turnover; leadership pipeline coverage.
? Compliance: 100% pass rate for permits, renewals, audits, and inspections.
Qualifications
? Education: Bachelor’s or above in Hotel/Tourism/Business Administration (Master’s a plus).
? Experience: 5–8+ years in upscale hotel/resort operations, with 2–3+ years in integrated management; island/diving resort background preferred.
? Languages: Fluent English; Chinese or Malay is an advantage.
Professional Skills
? Full-cycle knowledge of Front Office, Rooms, Engineering, F&B, and Diving/Water-sports operations & cost control.
? Proficient with PMS, Channel Manager, and Revenue systems (Opera / Cloudbeds / SiteMinder / RMS, etc.); data-driven decision-making.
? Emergency management mindset and medical/maritime coordination awareness (incl. man-overboard and basic recognition of decompression illness protocols).
Certifications (nice-to-have)
? PADI Dive-master/Instructor background; Rescue/First Aid (EFR); maritime safety or vessel-operations qualifications.
? Food safety / HACCP training.
? Traits & Leadership: strong execution and resilience, cross-cultural communication, results and service orientation, integrity, and owner mindset.
Compensation & Benefits
? Salary: RM 12,000–20,000 / month (≈ RMB 20,000–35,000 / month, indicative).
? Benefits: On-island accommodation and staff meals; telecom & transport allowances; annual bonus/performance-based incentive; statutory annual leave (18–24 days); visa & work pass support (for expats).
Working Hours & Roster
? Standard 6-day week (flexible OT in peak season); off-season rotations subject to mutual agreement.
Probation & On-boarding
? Probation: 3–6 months with monthly KPI targets; conversion upon achievement.
? First 90 Days: Deliver SOPs & emergency plans, re-build budgets & pricing architecture, complete team audit and fill critical gaps.
?