Your day to day
Guest Experience
•Interact with guests and outside contacts including, current and potential clients, government officials, travel industry representatives, suppliers, competitors' local community members
•Make sure the hotel delivers the highest level of guest satisfaction through memorable guest experiences, personalized services and amenities
•Drive operations, through training, SOP and processes and be an ambassador of the brand ensuring compliance and improvement in guest satisfaction goals
People
•Direct Operations Team everyday activities, plan and assign work ensuring you always have the right staffing numbers
•Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues - recognize good performance
•Train colleagues to make sure they deliver with compliance and to the standards we expect and have the tools they need to work efficiently
•Recommend or initiate any HR related actions where needed
•Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management
Responsible Business
•Ensure a safe and secure environment for guests, team members and hotel assets in compliance with the hotel’s or owner’s policies and procedures and regulatory requirements. Maintain relations with outside contacts
•Act as public relations representative to raise awareness of hotel and brand in local community
•Drive team member involvement in community organizations, activities and businesses
•Develop and carry out action plans to be environmentally conscious by taking steps to reduce the hotel’s carbon footprint
•Perform other duties as assigned. May also serve as manager on duty
Financial
•Assist the General Manager in the development, implementation and monitoring of financial and operational plans for the hotel to ensure optimum guest satisfaction, sales potential and profitability
•Make recommendations for capital improvements to enhance the assets of the hotel and/or company and brand loyalty
What we need from you
•Bachelor’s degree / higher education qualification / equivalent to Hotel Administration, Business Administration
•Minimum 4 years’ hotel management experience in a Luxury and Lifestyle 5 stars, high-level operations role.
•Current IHG experience is a plus
• F&B Operations Background is a must
How do I deliver this?
We genuinely care about people, and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG® hotels.
Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.
·True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
·True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
·True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
·True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner
There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.
