Key Responsibilities & Missions
Fully responsible for all aspects of Front
Office (including hotel Duty Manager’s), Housekeeping, Guest Services and Food
and Beverage, working with all Heads of Department (HOD).
Operational Excellence
* Accountable for DQA
performance metric in line with KPI target set
* Accountable for ASR
enrolments initiative and performance in line with KPI targets set
* 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
* Lead the weekly operations
team meeting with the HOD daily / weekly to discuss routine operational matters
per department, guest feedback and action taken for service recovery, VIP arrivals,
Group arrivals and any event planning
* Actively participate
and help plan the Quarterly team coms meetings
* 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
* Manage service
recovery, and any staff issues. Feedback to GM on resolution or engage for
advice or intervention where necessary
* Dealing with
suppliers / vendors involving Heads of Department and reviewing performance
assessment of vendors
* Oversee
food and beverage operations: ensuring high standards and efficient operations.
* Inspecting and
creating all relevant departments SOPs for implementation and signing
* Inspecting all
departments with their respective manager's for cleanliness, ambience, service
readiness, staff grooming and hospitality culture
* Assessing and
reviewing customer satisfaction and service recovery process, as well at
results. Responsible for coordinating the responding to guest complaints and
all online reviews
* Identifying staff
training and learning needs and assisting with development plans. Quarterly
feedback to GM of plans and progress
* Conduct annual
appraisals, coaching and training for HODs to implement the targets for team
members
* Providing timely and
constructive feedback to all direct reports as and when required either
formally or informally
Financial Excellence
* Manage payroll costs
and headcounts in line with set budgets
* Work with the General
Manager with any capital expenditure projects (capex), including hotel
refurbishment and implement changes within hotel to upgrade to standards
* Work closely with the
GM and Finance with regards to annual budgets, forecasting and ongoing planning
for the hotel
* Attend revenue
meetings to ensure all revenue opportunities are maximised and conversion to
grow the business. Conduct show rounds of the hotel when required
* Monitor and maintain
operation and overhead costs to maintain maximum profit to the hotel
* Track and challenge
key cost lines associated with each department
* Accountable for Front
Office, Food & Beverage, Guest Services’ and Housekeeping performance in
management process for audit control and conducting regular checks to ensure
compliance and adapt as needed
Future Growth
* Explore and execute new projects to further enhance guest experience and
lead implementation of these projects
* Implement initiatives to future proof the FOH operations
* Work with the sales team to keep up to date of commercial decisions that
may affect operations of the hotel, as well as room rates, RFP’s and VIP’s.
Co-host and assist with sales events in the hotel
Sustainability
* Working with the
hotel Duty Manager’s to ensure the security and health and safety of all
guests, visitors and staff in the hotel and ensuring all accident and incidents
forms are fully completed and uploaded into the Compliance Centre
* Co-host the monthly
Health and Safety meetings ensuring maximum attendance and hosting the monthly
Green Meeting to minimum environmental impact from the hotel. All meeting
minutes to be forwarded to the GM
Other
* Responsible for the
overall management of the operation of the hotel and represent the GM in their
absence
* Any other duties as assigned
Physical
Requirements/ Other
* Able to lift small weights up to 10kg
* Able to stand up for prolonged times
* Able to travel between properties if
requested by management
Qualification
& Experience
* At least two years spent as senior manager
in a four-star hotel or above or serviced apartment hotel / residence
* University or college degree in
hospitality or business management
Attributes
/ Competencies
* Good organizational skills
* Effective communication skills in
written and spoken English and ability to act at pace
* Cash and Key handling experience
* Knowledge of Property Management
Systems (PMS)
* Strong knowledge of relevant health
& safety and employment legislation e.g. right to work, workplace health
& safety
* Immaculate standards of personal
presentation
* Proven standards of customer service
* Ability to act on your own
initiative and think ahead to exceed expectations
* Creativity
and confidence to find solutions to everyday challenges
HR/
Training/ Health & Safety
* Attends
internal and external training as required
* Is
prepared to become a designated first aider if required
* Maintains familiarity with emergency and
evacuation procedures
* Ensure that the Duty Management team are
inducted and trained in all necessary policies and procedures, particularly in
health & safety and security
* Ensures that all relevant training is
recorded and that records are sent to the HR department as requested
Other
* Comes to
the assistance of colleagues as and when required
* Follows
good environmental practices, including turning off lights and equipment and
minimising waste
* Is
flexible and adaptable to cover shifts at short notice in the event of holidays
and sickness
* Is willing
to travel between properties in the UK and abroad if required to attend
meetings and training courses
* Any other
requests which may be reasonably expected within the role
Key
Relationships
* Front Office, Concierge, Housekeeping and Maintenance teams, Food and
Beverage departments
* Property Management team
* Corporate office team
* Key Europe/Singapore colleagues
* Central Reservations Team
* Singha Executives