工作地点：

需常驻马来西亚 · 岛屿度假区（仙本那/停泊岛/热浪岛/兰卡威等）

用工性质：全职、驻岛（提供住宿）

汇报对象：本公司董事会

岗位使命

对岛上水屋、沙滩屋、民宿住宿群、潜水/水上活动中心、餐饮与后勤供应链、岛上公共设施与安全实施一体化管理，达成盈利目标与品牌口碑双提升，并对本公司董事会进行透明、准时、数据化汇报。

主要职责

1）综合运营（住宿群 + 公共区域）

• 负责前厅/客房/工程/保洁/安保/码头接驳/船务调度的SOP制定与执行。

• 管控RevPAR、入住率、ADR、GOP等核心指标；推行精益排班与能耗管理（发电、海水淡化、光伏储能等）。

• 监督PMS/渠道管理/收益系统（如Opera/Cloudbeds、SiteMinder、RMS）日常准确性与对账闭环。

2）监管水上活动中心（Diving & Watersports）

• 统筹PADI体系合规与教练/潜导/船长排班；审查压缩机与气瓶年检记录、装备维护台账、保险与风险评估。

• 制定并演练海上/潜水紧急预案（溺水/失联/伤情/恶劣天气）；对接医疗救援资源（如DAN）。

• 规划精品潜点与课程产品，提升人均消费（AOW/特色课程/夜潜/私导/摄影等）。

3）餐饮与供应链（F&B & Supply）

• 负责监控餐饮出品标准、食品安全（HACCP原则）、库存与损耗控制，月度毛利达标。

• 协助监管冷链/干货/鲜品采购体系与岛上储存规范；建立本地供应商池与议价机制。

4）市场与渠道（Sales & Marketing）

• 统筹OTA（Booking/Agoda/携程/美团等）、社媒与旅行社合作；监控转化、复购与口碑（评分/NPS）。

• 结合节令与气候（季风/能见度/海况）做动态定价与主题活动（如摄影周、自由潜营、亲子营）。

5）财务与风控（Finance & Compliance）

• 协同编制年度/季度/月度预算、现金流滚动预测、成本控制；周/月度经营简报与KPI看板向业主汇报。

• 监督收银、对账、发票、合同与合规；熟悉当地雇佣法、旅游与海事相关法规及许可证办理/年审。

6）人力与文化（People & Culture）

• 协同招聘、培训与绩效管理；构建跨文化团队（本地/外籍）协作机制与接班人梯队。

• 关注驻岛员工身心健康与留存，优化食宿福利与轮休计划，降低人员流失率。

7）安全与可持续（HSE & ESG）

• 建立台风/暴雨/涌浪/停电/海况突变等场景的BCP（业务连续性）预案与演练。

• 推进环保措施（珊瑚礁保护、无磷排放、垃圾分类、reef-safe防晒倡导、节能水务）与合规公示。

关键KPI

• 经营：入住率/ADR/RevPAR、餐饮毛利%、综合GOP%、人房比、库存周转天数。

• 市场：OTA综合评分≥9.0/4.6；NPS≥60；复购与转介绍率提升。

• 安全：重大事故为0；轻伤率逐季下降；应急演练达标率100%。

• 体验：投诉24小时闭环率≥95%；服务时效SLA按SOP达标。

• 人才：核心岗位满编率、人员流失率、梯队培养覆盖率。

• 合规：各类证照/年审/审计与政府检查通过率100%。

任职资格

• 学历：酒店/旅游/工商管理等本科及以上（硕士优先）。

• 经验：5–8年及以上高星/度假村运营经验，≥2–3年综合管理经验；有海岛/潜水度假村背景优先。

• 语言：英语流利；会中文/马来语更佳。

专业技能：

• 全面理解前厅、客房、工程、餐饮、潜水/水上项目运营与成本控制。

• 熟悉PMS、渠道管理与收益系统（Opera/Cloudbeds、SiteMinder/RMS等），能做数据驱动决策。

• 具备应急管理与医疗/海事协同意识（含落水/潜水减压病初步识别与流程）。

证照（加分项）：

• PADI DM/Instructor背景、救援/急救证（EFR）、船务/海事安全相关资质。

• 食品安全/HACCP培训证书。

• 个性与领导力：强执行与抗压、跨文化沟通、结果导向与服务意识、诚信与高度主人翁精神。

薪酬与福利

• 工资：人民币约20,000-35,000/月（马来西亚货币 12,000–20,000/月）

• 福利：提供岛上住宿与工作餐；通讯与交通补贴；年度奖金/业绩分成；法定年假（18–24天）；签证与工卡（外籍）。

作息与轮休

• 常规6天制（旺季弹性加班），淡旺季轮休；后经具体协商。

试用期与培养

• 试用期3–6个月：对标月度KPI，达成后转正。

• 入职首90天：完成SOP与应急预案落地、预算与价格体系重构、团队盘点与关键缺口补位。

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.

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