Job Description

Immediate Manager:

• Cluster General Manager

Position scope

• This position is responsible for assisting with the planning and managing of the overall operations of the hotel to achieve customer (guests, employees, corporate and owners) satisfaction and quality service while meeting/exceeding financial goals.
• The Hotel Manager will plan, organize, direct and coordinate management activities of the operations in conjunction with the Cluster General Manager. He/she is responsible for delivering results that contribute to the mission and overall success of the hotel.

General Duties and Responsibilities:

Business Performance

• Support the annual budgeting process and financial forecast for the operations departments
• Ensure that all operations departments are maximizing revenue and profit potentials while minimizing costs and staying within budget guidelines
• Analyze monthly P&L and month-end reports, identify deviation from business plan goals
• Gather and report financial information to the Director of Finance and Business Support and Cluster General Manager

Operations

• Develop, recommend, implement and manage the operational department’s annual and long term goals
• Conduct daily briefing with management on current key activities
• Ensures optimal compliance with corporate focus audit, local health and safety, and other statutory regulations
• Evaluates changes in guest needs, guest mix and competitive set. Recommend appropriate products/services and operational changes as necessary
• Anticipate and address guest issues, establish proactive processes to promote guest satisfaction
• Communicate in an effective and timely manner with Cluster General Manager and Shared Services Team on matters which require their attention
• Represent the Brand in projecting a credible image to the market, residents and colleagues alike
• Be present to personally welcome key residents and patrons, and entertain key accounts’ representatives
• Help to ensure all Marketing and PR Communications materials are in compliance with the Brand Marketing guidelines
• Be visible around the hotel and show an active interest in our colleagues’ welfare
• Help and support in establishment of positive owner relations through proper and appropriate communications with the appointed Owner’s representative
• Follow appropriate protocol in communicating with the appointed Owner’s representative and keep the Cluster General Manager informed of such communications

Team Management

• Manage performance issues that arise within the operational departments. Train, develop, coach and counsel, conduct performance evaluations and resolve problems of departmental team members and managers
• Assist Cluster General Manager with interviews, selection and recruitment of operations departments management team
• Identify and develop team members with potential
• Conduct performance review and manages performance issues that arise within the operations departments management team
• Constantly monitor team members performance, attitude and degree of professionalism

Qualifications

Your experience and skills include:

• Must be able to speak, read, write and understand the English language
• Requires excellent communication skills, both verbal and written
• Excellent interpersonal and organizational skills, with a keen focus on attention to detail, follow-up and refined guest service skills
• Must be service oriented and capable of communicating effectively with persons involved in all levels of authority, both internally and externally
• Clear working knowledge of budget planning and execution Proficient in computer skills, including but not limited to Microsoft Outlook, Word, Excel and PowerPoint
• Ability to multi-task and work well in stressful and high-pressure situations
• Ability to build strong relationships, interact and influence others at all levels of the organization, a team player, motivator & self-starter
• Ability to motivate developing leaders to act as entrepreneurs while innovating guest oriented solutions creatively and profitably
• Self-confident, proactive, and able to prioritize and make effective decisions
• High degree of professionalism with strong understanding of hotel operations and business acumen
• Analytical skills, strength as a developer and a leader of others, creativity, and strong planning skills are essential for this position

Education

• University/College degree in a related discipline preferred, or a minimum of 10 years hospitality experience

Experience

• Minimum of 5 years experience as a Division Head in a fast paced, high volume, complex required
• Proven record to coordinate multiple departments to make gains towards targeted GOP, guest feedback and employee engagement results
• Proven success in leadership of Rooms, Food & Beverage and other departments