This is a unique opportunity to lead one of the South West's most iconic resorts.
St Michaels is a multi-award-winning resort set beside Blue Flag Gyllyngvase Beach in Cornwall's most vibrant town, Falmouth. With a 96-bedroom hotel, sea-facing apartments, a nationally recognised spa, and an extensive health club, we're proud to deliver exceptional guest experiences year-round.
We're now looking for an outstanding Resort Director to lead our resort-wide team and drive the next stage of our growth.
Role Purpose
The Resort Director is responsible for the strategic leadership, commercial success, operational excellence, and cultural embodiment of St Michaels Resort. This role ensures the resort consistently delivers an exceptional guest experience while achieving financial goals and fostering a motivated, engaged workforce.
Your Background and Experience
* Your career will have progressed rapidly in the hospitality sector and you will have stood out from your peer group
* You will have progressed to a General Manager level position, and then repeated that in a more complex environment
* Most of your experience will have been in the UK leisure hotel/resort environment
* You will have had real responsibility across every element of your business, without relying on a head office. You will have strong commercial acumen with demonstrated P&L management
* Expertise in operational leadership across multiple departments
* Excellent leadership skills with the ability to inspire, engage, and develop teams
* Exceptional communication and interpersonal skills
* Experience driving guest satisfaction and maintaining high service standards
* Skilled in financial planning, budget management, and performance analysis
* Delivering budgets and outstanding financial results through boosting sales and tightly controlling costs according to quite rigid KPIs
* Demonstrating real entrepreneurial flair
Additional Desirable Skills & Experience
* Experience in the wellness, spa, and leisure sector.
* Previous experience in independently owned or boutique luxury resorts.
* The development of a real hospitality brand with a distinctive style and tone of voice
* Working in a business which delivered exceptional quality
Personal attributes
* Passionate about ensuring guests are delighted and achieving high standards
* Strong leadership skills which command real respect
* Authentic, approachable, and visible leader with emotional intelligence
* Highly personable
* Good sense of humour
* Totally committed and dedicated
* Highly motivated, pro-active and hands-on
* Visionary thinker with a pragmatic approach to problem-solving
* Intelligent, stimulating and articulate
* Financially very literate
* A strong ambassador for St Michaels Resort's brand, culture, and values
Key Responsibilities
Strategic Leadership
* Lead the development and delivery of the resort's long-term vision, annual business plan, and key performance indicators (KPIs)
* Shape and implement strategies to drive occupancy, revenue growth, guest satisfaction, and profitability
* Work closely with the Owner/Board to ensure alignment with the resort's brand and long-term goals
Operational Excellence and Customer Delight
* Oversee all operational departments including Rooms Division, Apartments, Events, Food & Beverage, Spa & Wellness, and Health Club
* Ensure seamless daily operations with consistent attention to detail, quality standards, and efficiency
* Development and delivery of customer journey / key touchpoints to constantly evolve and improve the customer experience across all of our businesses
* Ensure the guest experience is personalised as much as possible
* Lead a guest-first culture that exceeds expectations
* Develop and deliver an exciting experience and creative product that is revered and "talked about"
* Ensure compliance to all legislation, health and safety, fire regs, etc
* Significantly improve our customer review scores on TripAdvisor, maintaining a 4.5-star rating for the Resort and achieving the same for our restaurants. Deliver a top 3 position versus our competitor set on ReviewPro. Achieve and maintain a score of 9.0 on Booking
* Monitor and respond to guest feedback, ensuring service recovery where needed
* Implement continuous improvement processes to elevate service standards
Financial & Commercial Management
* Full P&L responsibility; develop, manage, and deliver budgets
* Tight financial control and the achievement/delivery of financial plan, especially EBITDA
* Implement corrective measures as necessary to ensure profit delivery
* Review, develop and deliver against all KPIs in the business
* Drive revenue generation through effective pricing strategies, revenue management, and marketing initiatives
* Ensure we procure well and get best value across all of our purchases
* Monitor pricing for all of our products against competitors, the market and our cost base to recommend changes as appropriate
People Leadership
* Lead, inspire, and develop the senior leadership team and broader resort staff
* Foster a collaborative and high-performance culture aligned with the resort's values
* Oversee recruitment, talent development, retention, and succession planning
* Measure and reduce staff turnover
* Undertake six-monthly staff surveys and demonstrate ongoing improvement in scores relating to job satisfaction, enjoyment of working at St Michaels, and overall staff wellbeing
Marketing, Brand and Product Development
* Collaborate closely with the marketing and sales teams to ensure the brand is consistently represented and marketed effectively
* Work closely with the Marketing Director to develop our brand promise and ensure it is delivered authentically and creatively across the whole property
* Evolve the creative delivery of the brand personality in a creative and engaging manner across the whole resort
* Ensure the delivery of cost effective marketing campaigns to build our brand reputation and deliver our revenue targets
* Ensure Revenue management and digital marketing are leading edge and demonstrating best practice
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