Key Responsibilities & Missions
Fully responsible for all aspects of Front Office (including hotel Duty Managers), Housekeeping, Guest Services and Food and Beverage, working with all Heads of Department (HOD).
Operational Excellence
1. Accountable for DQA performance metric in line with KPI target set
2. Accountable for ASR enrolments initiative and performance in line with KPI targets set
3. Lead and manage weekly product review walk arounds with Head HK and Maintenance Manager and report back weekly to the GM on findings and remedial action plans
4. Lead the weekly operations team meeting with the HOD daily / weekly to discuss routine operational matters per department, guestfeedback and action taken for service recovery, VIP arrivals, Group arrivals and any event planning
5. Actively participate and help plan the Quarterly team coms meetings
6. Weekly inspections of the floors and bedrooms to ensure service, cleanliness, health and safety and security standards are being maintained. Weekly report to be sent to the GM
7. Manage service recovery, and any staff issues. Feedback to GM on resolution or engage for advice or intervention where necessary
8. Dealing with suppliers / vendors involving Heads of Department and reviewing performance assessment of vendors