Job Detail

  • Job ID 7949
  • Remote Job No
  • Experience 5 Years +
  • Academic Level Bachelor

Job Description

Position Summary

The Hotel Manager, is responsible for providing leadership and direction to ensure efficient, effective and profitable operations of all departments under the Rooms Division.

This position is accountable for planning, coordinating and managing staff and services to ensure the operation runs efficiently and effectively and customer service standards are maintained at all times.

This role will encompass the formulation and implementation of operating procedures and standards, the management and development of team members, and liaison with Management.

 

Primary Responsibilities

  • Develops and implements strategies to achieve Customer Satisfaction Index Goals
  • Creates a positive work environment for all employees
  • Maintains consistent, effective, and communication to all departmental managers and staff
  • Produces and provides pertinent reports, statistics, and analysis to further improve the Hotel’s operation and services provided to its guests
  • Reviews financial results and develops plans to boost revenues. Develops and implements appropriate action plans for Front Office, Concierge, Butler Services, Contact Center, Spa and Transportation
  • Ensures Key Performance Indicators set by the management is achieved
  • Monitors and controls expenditure including payroll within the Hotel Division to achieve budget goals
  • Monitors and conducts periodic operating equipment supplies and equipment inventory
  • Ensures quality trainings are offered to employees throughout all Hotel Division
  • Liaises with other key business units across the property and delegates tasks as required to ensure the entire departmental personnel meet operational requirements.
  • Maintains close ties and relationships with all supporting departments and services
  • Coordinates billing with the Finance Division and Gaming operations
  • Identifies needs and estimated costs for capital improvements
  • Assures the maximization of total room occupancy by supervising the accurate listing of all future reservations and liaising with other business units
  • Develops and implements Customer Recognition Program. Conducts courtesy calls to guests /customers (in-house and external)
  • Ensures that proper and updated Guest History and Preferences are maintained and updated
  • Ensures that there are proper service standards in all areas of the Hotel Division and improve and develops departmental procedures in order to increase efficiency and productivity and improve service to guests
  • Has a thorough product knowledge of all business units in order to make recommendations while providing upsell alternatives
  • Efficiently resolves any issues raised by any guest to ensure their needs are met and expectations are exceeded. Ensures on-going relations and rapport are not compromised with the guest and exceptional customer service is provided at all times
  • Recruits best available candidates based on recommendation and personal interviews
  • Recommends and/or executes management policies to hire, transfer, suspend, layoff, recall, discharge, re-assign, or discipline employees
  • Manages, coaches and develops all employees within the division to ensure competence, performance and succession objectives are met while consulting with Training and Development for specific training programs
  • Ensures proper rostering of staff within all areas of the Hotel Division
  • Conducts quality checks with regard to the Rooms and Public Areas products and services
  • Checks daily for out-of-order rooms, VIP Rooms and special accommodation requests
  • Ensures proper maintenance of all facilities in line with the image of the Hotel
  • Frequently conducts and attends meetings with the Hotel Division departments.
  • Ensures close communication and relationship with VIP guests to ensure guest’s stay experience is positive
  • Adheres to all Company policies and procedures
  • Completes assigned tasks demonstrating a strong work ethic and morality that may extend beyond Job job description

 

Qualifications

 

Education

  • Bachelor’s degree in hospitality or related field

 

Experience
At least 5 years previous experience as a Front Office Manager or Director of Rooms in a luxury five star hotel/resort

 

Skills

  • Excellent interpersonal and customer service skills
  • Good negotiation and conflict resolution skills
  • Leadership and coaching skills.
  • Strong in finance and budgeting
  • Fluent in both written and spoken English
  • Understanding of Hotel Property Management System (preferably Opera)
  • Computer literate with PMS, Word, PowerPoint, Excel
  • Strong problem solving and critical thinking

 

 

Personal Competencies

  • Attention to detail
  • Achieves agreed objectives and accepts accountability for results
  • Displays a high commitment to delivering results
  • Leadership skills including effective delegation, ability to prioritize, and staff motivation
  • Communicates effectively
  • Able to work on flexible shifts including overnight, weekends and holiday on rotation basis
  • Displays the highest level of integrity
  • Ability to maintain discretion
  • Self-motivated
  • Approachable

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