General Manager, Operations & Guest Experience

About the role

Bessa Resort, an eco-luxury property in Oracabessa, St. Mary, is building one of Jamaica's most thoughtful eco-luxury stays and is looking for a General Manager, Operations & Guest Experience. This is a full-time, on-site role in the St. Mary/Ocho Rios area, overseeing daily resort operations and guest services. The manager turns strong partners into a seamless guest experience and grows new revenue through food, events and retreats.

Key responsibilities

• Food and beverage: oversee the restaurant, set menus and service standards, and make dining a reason guests choose Bessa.
• Events and retreats: handle leads, proposals and deposits, design and price retreat packages, and coordinate them on the day.
• Partner management: run the day-to-day relationship with the rental and distribution partner, including escalations and room blocks for events.
• People and HR: support recruitment and onboarding, manage contracts and renewals across BRM roles, and handle staff escalations outside property management.
• Procurement and vendors: coordinate purchasing, oversee supplier payments, and lead furniture and furnishings procurement.
• Business oversight: track operational KPIs, launch and run the gift shop, and shape on-property activities with the property team.

Required profile

• Demonstrated expertise in general management and operations management within hospitality or resort environments.
• Experience running operations at a boutique, luxury or eco-focused hospitality property.
• Proven team management, including leading diverse staff, coaching supervisors and fostering collaboration.
• Solid budgeting skills, with experience in financial planning, cost control and revenue optimization.
• Bachelor's degree in Hospitality Management, Business Administration or a related field, or equivalent professional experience.
• Ability to work flexible hours, including evenings, weekends and holidays.

Required skills

• Customer service and guest satisfaction management
• Event and retreat package design and pricing
• Vendor and supplier management
• KPI tracking and operational oversight

Experience in luxury resort or hotel operations is highly beneficial. Applicants send their CV and a one-page note by email, telling how they would launch the resort's first retreat package.