Provide strategic direction based upon observations and in compliance with the companys overall goals and objectives ability to establish a vision and objectives for for key Hotel Operations departments, including but not limited to Front Desk, Reservations, Guest Relations, and PBX.
Provide leadership and direction in the development, execution and measurement of guest service standards within the Hotel Division consistent with the companys core standards
Develops and executes strategic plan consistent with the annual business/marketing plan as submitted to the Vice President of F&B and Hotel Operations
Provide oversight for the operating margin of applicable departments understanding top line revenue growth opportunities as well as controlling costs in order to maximize EBITDA
Monitor departmental expenditures, prepare justification for budget variations, and projected increases for new projects
Analyze and observe experiential guest interactions with regard to arrival, departure and on-site interactions making applicable changes as needed on a regular, consistent basis
Maximize hotel occupancy, rate and revenue, as well as participates in all strategic sessions to establish forecasting metrics and provide input regarding the direction of hotel occupancy and yield
Ensure that staffing levels match business demands in relation to the pre-established productivity standards
Work with Sales and other service departments to understand the VIP guests, and direct/develop programs to ensure overall guest satisfaction
Understand the DOR and make changes based upon observed trends
Direct leadership responsibilities including: creating a work environment that promotes teamwork, performance feedback, recognition, mutual respect, and employee satisfaction; quality hiring, training, , mentoring, career development and succession planning processes.
Evaluate, correct and/or modify systems and structures that create problems or impede commitment to excellence in service
Stay current, knowledgeable, and abreast of the latest in industry equipment, technology, and techniques.
Monitor, document, and notify the Vice President of F&B and Hotel Operations of any problems that may impact or jeopardize the achievement of current future departmental objectives
Develop the design, facilitation, and coordination of all Hotel Operations training programs to support the core values and guest service culture
Monitor and reinforce high standards for the property by reviewing and evaluating guest comments and complaints, responding as needed, and developing strategic actions plans consistent with the findings
Develop new and analyze existing procedures and special promotions that will improve guest patronage.
Participate in the propertys sustainability initiative through energy conservation and the use of recycling programs and materials whenever possible
Other job related duties as requested
This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.
Guest Services Manager (1)
Concierge Manager (1)
Hotel Manager (1)
Front Services Manager (1)
Recreation Services Manager (1)
EDUCATION and/or EXPERIENCE:
Bachelors degree in Hotel or Business Administration
Eight (8) years of experience in hotel operations and/or guest service
Five (5) years management experience in hotel operations
Effectively communicate in English, in both written and oral forms
Three (3) to five (5) years of working knowledge of Human Resources, Employee Relations, and collective bargaining agreements
Three (3) to five (5) years of experience at a 4/5 diamond/star resort in similar capacity
Bilingual, English as the primary or secondary language
Superior knowledge of Hotel Operations with presentation and organizational skills to function effectively with attention to detail while meeting established deadlines
Strong strategic planning, project management skills and superior decision-making while managing multiple priorities
Ability to attend company business in other jurisdictions
Possess a positive attitude to deal effectively with guests, management and employees.
Ability to perform job functions with attention to detail, speed, and accuracy.
Excellent prioritize and organizational skills
Inovative and a clear thinker, remaining calm and resolving problems using good judgment.
Ability to maintain confidentiality of guest information and pertinent hotel data.
Effectively communicate in English, in both oral and written forms.
Interpersonal skills to effectively communicate with all business contacts.
Excellent customer service skills.
Professional appearance and demeanor.
Regular scheduled hours : Work Days: Vary Hours: Vary
Other Must be flexible if needed for occasional work outside of normal business hours
Work flexible schedule to include weekends and holidays
If you are interest for the position, you can send your CV at the hr department of Manager’s Office via email firstname.lastname@example.org