Job Description
Job title: Resident Manager / Director, Hotel Operations
Department: Hotel
Sub-department: Hotel
Reports to: General Manager (Hotel)
Job purpose
Responsible for managing hotel operations on a day to day basis to assure optimum performance and continuous improvements in the areas of guest services, employees, sales/marketing, property appearance, and profit/financial control.
Duties and responsibilities
Monitor and Oversee Financial Management of the Department
· Strategic/Business Plan development, updating and monitoring.
· Ensure development of annual budget and cost management, within the context of Hotel operation.
Manage the Staff
· Ensure appropriate staffing consistent with needs and within the constraints of the organization’s physical and financial resources;
· Recruit, select, orient and develop staff to meet standard performance;
· Plans, organizes, directs, coordinates the Hotel Operation’s work plan; assign projects and programmatic responsibilities; review and evaluate work methods and procedures; meet with staff to identify and resolve problems.
Monitor and Oversee Financial Management of the Department
· Responsible for achieving optimal customer satisfaction by providing quality customer services and facilities and delivering a uniquely memorable experience to the guests;
· Assist with improving the overall service deliveries to build a 5-Star services reputation for the hotel;
· Develops and implements operational strategies, policies and procedures and ensure compliance;
· Ensures all staff, including new hires, know all components/features of our guest service and are trained to meet service standards, and are strongly motivated to do so
· Develops added value customer service programs to ensure that departments achieve or exceed guest’s service expectations;
· Directly manages all service operations, including front-of-house (reception, concierge, reservations) and housekeeping;
· Actively liaise with Sales & Marketing in implementing attractive products and services required to address the hotel’s target groups, based on pre-agreed marketing strategic plans and budgets.
Qualifications
· University graduate in related hospitality management discipline or equivalent education;
· Minimum 10 years experience in hotel management and at least five years of management experience
· Experience in similar position in an hospitality environment
· Familiar with hotel operation systems
· Ability to set and meet high standards of service to develop a work force that embraces a culture of quality and service
Working conditions
This position may require longer working hours and can include working during evenings, weekends and holidays.
Direct reports
As nominated by management