Deskripsi pekerjaan
- Demonstrates and communicates key drivers of guest satisfaction for the brand鈥檚 target customer.
- Analyses service issues and identifies trends.
- Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
- Works with hotel management team to develop an operational strategy that is aligned with the brand鈥檚 business strategy and leads its execution.
- Monitors hotel operations sales performance against budget.
- Focuses on growing revenues and maximizes the financial performance of the department
- Reviews reports and financial statements to determine hotel operations performance against budget.
- Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
- Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.
- Functions as the strategic business leader of the property's Hotel Operations; areas of responsibility may include Front Office, Recreation, Spa & Retails, Housekeeping, and loss and prevention.
- Works with direct reports (e.g., department heads) to develop and implement departmental strategies and manage the implementation of the brand service strategy and brand initiatives
- Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand鈥檚 target customer and employees and provides a return on investment
- Champions the brand鈥檚 service vision for product and service delivery and ensures alignment among the hotel leadership teams
- Develops systems to enable employees to understand guest satisfaction results.
- Communicates a clear and consistent message regarding departmental goals to produce desired results.
- Develops positive owner relationships.
- Performs other duties, as assigned, to meet business needs.
- Reviews guest feedback with leadership team and verifies that appropriate corrective action is taken.
- Responds to and handles guest problems and complaints.
- Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
- Be responsible to monitor guest/other departments request and complaints with actions in operating departments in timely manner. By coordinating with Head of operations departments.
- Has experience in managing the operational of Hotel. Experience in a similar position, preferably for a large operation of a 5 Start resort
- Has Strong business acumen and is proficient in budgeting, financial analysis. and reporting as well as profit & Loss.
- Has the ability to establish new business that generate revenue to increase profitability.
- Has a strong marketing strategy that stands out and attracts new customers
- Has a sharp sense of competition and strong operation strategy to always ahead with the trend
- Has Excellent customer service skills and a strong guest engagement that differentiate guest experiences beyond extraordinary, and is loved by loyal guests.
- Has strong communication skills in English, both written and spoken
- Has strong leadership skills to effective organize, train, teach and motivate the team to achieve a high level of performance and exceed targets.
- Is hands -on and committed to team building and collaboration.
- Is able to handle a multitude of task in an intense, ever- changing environment with excellent time management skills.
