Primary Responsibilities
- Assist the Director of Hotels in all operational components of the hotels and ensure the smooth-running of day-to-day operations
- Implement productivity and efficiency initiatives and ensure that team members are enrolled for training. Participate and contribute to hotel innovation projects to enhance guest experience and improve operational efficiencies
- Update SOPs to align operational strategies with corporate guidelines
- Mentor team members in product knowledge and delivery of service to maximize guest satisfaction. Review all guest feedback and address issues promptly in a professional manner. Contribute action plans to close service gaps revealed by mystery shops
- Conduct performance reviews and establish plans for reward, recognition, and discipline in collaboration with HR
- Track guest satisfaction scores and investigate service lapses to maintain high standards of service to guests
- Assist in tracking of maintenance plans and conduct internal checks to ensure that safety measures are operational and up to date
- Collaborate with all stakeholders to maximize room occupancy and revenue
- Contribute to effective cost management and resource planning including hiring, rosters, and placements, so that financial targets are achieved for the hotels
- Be an excellent mentor and role model. Identify talent, help team members to develop skillsets and encourage continuous learning. Build a positive work environment to keep motivation levels high
Requirements
- Bachelor’s degree in Hotel Management or related field
- Minimum 3 years’ experience in a similar capacity in an integrated resort or established Hotel with more than 500 guest rooms
- Excellent track record in leading a large hotel team encompassing front office, call center, housekeeping, guest services and concierge
- Possess strong leadership qualities, and able to motivate a team with diverse backgrounds. Strong communicator with excellent management skills
- A team player with strong business acumen and solutions-oriented, good presentation skills, creative, resourceful and results driven
- Proficient with Microsoft Office tools
- Adaptable to a fast-paced and dynamic work environment
