Duties and Responsibilities
· Ensure compliance with health, safety, and security regulations and standards in all areas of the hotel.
· Implement and maintain emergency procedures and protocols to ensure the safety and security of guests and employees.
· Conduct regular inspections to identify potential risks and take appropriate measures to mitigate them.
· Stay updated on industry trends, best practices, and new technologies related to hotel operations.
· Ensure exceptional guest service by maintaining a strong presence in the hotel and actively engaging with guests.
· Handle guest feedback, complaints, and special requests in a timely and professional manner.
· Implement strategies to enhance guest satisfaction and loyalty, such as personalized services, special promotions, or loyalty programs.
· Monitor guest reviews and ratings, analyze trends, and take appropriate actions to improve overall guest experience.
· Develop and manage the hotel's annual budget, including revenue forecasting, expense control, and profit optimization.
· Monitor financial performance through regular analysis of key performance indicators (KPIs) and take corrective actions as required.
· Ensure effective cost control measures are in place without compromising service quality or guest satisfaction.
· Collaborate with the sales and marketing team to maximize revenue generation through effective pricing and promotional strategies.
· Develop and implement operational policies and procedures to optimize efficiency and guest satisfaction.
· Coordinate and supervise the activities of various hotel departments, including front desk, housekeeping, food and beverage, maintenance, and security.
· Monitor daily operations to ensure adherence to established standards and resolve any operational issues or guest complaints promptly.
· Conduct regular inspections of hotel facilities to ensure cleanliness, maintenance, and safety standards are met.
· Staff Supervision and Development:
· Recruit, train, and supervise hotel staff members, including department heads, supervisors, and frontline employees.
· Provide guidance, coaching, and performance feedback to employees to enhance their skills and ensure a high level of customer service.
· Foster a positive work environment that encourages teamwork, employee morale, and professional growth.
· Conduct regular staff meetings to communicate organizational goals, operational changes, and address any concerns.
Key Requirements Skills, experience and qualification
· Bachelor's degree in Hospitality Management, Business Administration, or a related field (preferred).
· Must have over 6 years of proven experience in hotel operations management, preferably in a supervisory or managerial role.
· Strong leadership and interpersonal skills with the ability to motivate and develop a diverse team.
· Excellent communication skills, both verbal and written, with the ability to interact with guests, employees, and stakeholders at all levels.
· Solid understanding of financial management principles and experience in budgeting and financial analysis.
· In-depth knowledge of hotel operations, including front office, housekeeping, food and beverage, maintenance, and security.
· Familiarity with property management systems (PMS) and other hotel software applications.
· Exceptional organizational and multitasking abilities to handle multiple priorities and meet deadlines.
· Flexibility to work irregular hours, including weekends and holidays, based on business demands.