Overview of Duties
Assists the Hotel General Manager in implementing the brand and hotel strategy, in order to meet targets for quality of service, attitude and profitability for the Rooms Division and Food & Beverage departments.
Is responsible for providing innovation and renewal in the hotel's service offer, with particular focus on meetings and events.
Creates a relationship with the guest throughout their stay, by being readily available and coming up with a solution to all their needs, thus gaining their loyalty
Handles any complaints by finding suitable solutions.
Convey the brand’s spirit among the guests
Ensure a flexible organisation so as to provide solutions adapted to the needs of the guests.
Professional Techniques / Production
Coordinate and organise the services available to guests on a daily basis.
Take responsibility for the Accommodation, and Restaurant services on offer through the implementation of service standards.
Ensures that sub-contractor agreements are aligned with the quality and profitability targets under his responsibility.
Support and work with all Head of Departments in all aspects of running the hotel.
Ensure the premises are in operative condition as per category of the unit to receive & serve the guests.
Ensure standard operating procedures are implemented in all departments and check the same during routine operational checks.
Guidance to be taken wherever required.
Monitor the purchase / indent / requisitions of each department inline with the budget and standards
Randomly inspecting the stores (F & B / Kitchen) - quality, par stock levels, expiry etc are in line with HACCP standards.
Inspecting all department with their respective Manager's for cleanliness, ambience, service readiness, staff grooming & hospitality culture and ensures these principles are passed on by employees, between each other and to guests.
Monitor the co-ordination between all departments for smooth & efficient operations.
Assessing and reviewing customer satisfaction and service recovery process.
Providing timely and constructive feedback to all direct reports as and when required either formally or informally.
Working with Front Office on ALL targets and contributions LCAH
Commercial / Sales
Instils a sales mind set to employees through continuous stimulation (upselling, incentives, challenges...)
Hygiene / Personal safety / Environment
Ensures the due application of rules and regulations concerning health and safety.
Ensures respect of the hotel's commitments to the "Environment Charter"
Reports to the General Manager
Skills / Qualities
Commitment to service / customer orientated.
Analytical mind / capable of seeing the big picture.
Good administrative skills
This job description is not exhaustive and will evolve as the hotel’s organisational needs changes.
Education / Professional Experience
Degree to Masters or equivalent (from university or a specialised sales, hospitality or food & beverage school) or operational experience.
8 to10years work experience in the hospitality, F&B, tourism, leisure or health sectors, working for a large volume business unit.
Fluent in English (and national language), 3rd language a plus.
Confirmed experience as a manager.
Previous experience in a multi-cultural environment is essential