Guest Satisfaction

• Promotes 100% guest satisfaction throughout property. Instil necessary training to associates so they can deliver a five star service

• Creating a culture of going above and beyond for guests - we are a four star hotel offering a five star service standard

• Ensure excellent guest reviews score across all OTAs

• Listen to the guests, they are the reason we are here

• Not shy to interact with local and foreign guests, VIPs, diplomats etc and add a personalised touch to add value

• Regular QC spot checks to ensure team is maintaining required level service standards

Leadership & Employee Management

• Role Model - Leading By Example:  willing to do the work and show their Team that they are not above doing what is needed to make this business successful

• Building relationships to play to each team member’s experience

• Create a positive, friendly but professional  working culture and cooperative working

• Encouraging the Team members to speak up and share ideas

• Praise in public, reprimand in private and use mistakes as training moments

• Motivate and gives direction to  all associates, executives and managers

• Plan and prepare training in accordance to international hospitality standards. Mentor and develop team members particularly managers

• Communicates all policies, procedures and organisational goals to all team members in a timely fashion

• Manage staff rota, identifying potential hiring needs, manage payroll and benefits related information

• Conducts performance evaluations; prepare realistic and attainable performance development or improvement plans

• Sensitively handle disciplinary process, unsatisfactory performance or misconduct terminations

Finance & Managing Operational Efficiency:

• Responsible for maximising revenues and identify areas where we improve operating costs efficiency

• Manages expenses to achieve maximum flow through to the bottom line profit

• Experience in preparation of budgets, forecasts & performing financial analysis and monitoring KPI metrics (ADR, RevPAR, EBITDA etc)

• Explain and manage financial activities; detailed analysis of monthly financial statements with eye for detail

• Participate and monitor inventory of supplies and equipment. Ensures purchases made are within budget and in accordance with policy

• Listening to the department heads on necessary purchases and asking the right questions about the proposed expenses

• Building a culture of ‘taking ownership’ from the ground up

Property Appearance

• Daily inspection (spot checks) of property and documents repairs and cleanliness of property to ensure optimum upkeep and repair, room cleanliness and overall property appearance and report back to directors at weekly management meetings

Miscellaneous

• Expect an active ‘hands on approach’ to management - we are looking for a field general not a a desk general ensure the optimum operation of the property; ensuring 100+ member workforce is effectively supervised and performing their roles to the best of their abilities and to the standards expected

• Learn about any issues and research possible solutions before jumping to a solution

• Must know how to clean in order to inspect, and ensure quality of rooms

• Must have experience handling problems on the fly

• Fiscal management is paramount and being able to read, extrapolate & audit information, and pick-out inconsistencies in financial data

Qualifications

• Minimum 5 years managerial experience, working at an international 4 or 5 Star hotel.

• Good  knowledge on every side of the business, but expertise is not required in every area

Language Skills:

• Proficient in ability to read and speak the English language is a must

• Ability to write correspondences/reply to guests

• Ability to effectively summarise and present key information to Management Board

• Ability to effectively communicate professionally with guests, associates, supervisors

• Whether via email, phone, or text, all communication must be professional, clear, and accurate.

Computer Skills

• Proficient at using email, word processing, spreadsheet, database and Power Point.

• Knowledge of PMS, EPOS and CRM systems useful

Required education:

• Experience is crucial, but ideally at a minimum bachelor's degree, preferably in  business administration, finance or related subject

• A hotel management or hospitality qualification will be advantageous