Assist the General Manager to evaluate and to meet the short and long-term needs of the hotel to ensure its success. Key responsibilities will include: Oversee the entire operations of the hotel.Represent the hotel management when interacting with guests and individuals from outside the Hotel, including but not limited to current and potential clients, etc.Assist in the development and implementations of the Rooms Strategic Plan, Marketing Plan, Budget and Goals Programme to ensure on-going optimal Guest satisfaction, sales potential and profitabilityMonitor all Quality Assurance Programmes, particularly related to Guest Satisfaction and Online Reputation ManagementResolve customer complaints as appropriateResponsible for the training and development of colleagues. Manage the functions of all hotel personnel through supervision of hotel Department HeadsAssist in monitoring present and future trends, practices and systems in the hotel industry and determines and ensures execution of competitive programme as directedParticipate in conducting weekly inspections and ensures physical facilities are kept in optimal condition by full implementation of Preventive Maintenance Programme and Planning and Management of FF&E as directed by General Manager. Ensure Emergency Procedures are practiced and enforced to provide for the security and safety of guests and colleagues including Fire Tests and Evacuations. Monitor applicable laws and regulations, including Health & Safety and ensure complianceEstablish and maintain effective internal communications and meetings structures to ensure optimum teamwork and productivityActively take an interest in other department functions, practices, and issues in order to support a guide for the benefit of the hotelEstablish and maintain effective employer relationships including open communications with all colleagues.Assist in selling the hotel through personal involvement with all potential markets.

Responsible for the effective operational management of the hotel so Heads of Department achieve and exceed their revenue and Guest satisfaction targets. Additionally:Work in conjunction with the Area General Manager to actively manage key property issues (including capital projects; customer service; refurbishment)Assist the development of meaningful, achievable hotel budgets and other short and long term hotel strategic goalsProvide effective leadership to the hotel management team and team members to ensure targets are met and exceededRespond to audits that are completed by the company to ensure continual improvement is achievedPlan, direct and coordinate the service delivery of all operational departments in order to meet and exceed guest expectationsComply and exceed hotel and company Service StandardsEnsure that costs are controlled throughout the operational departments and results are analysed regularly to highlight problem areas and take appropriate actionManage and develop the Heads of Department to ensure career progression and effective succession planning within the hotel and companySeek and respond to Guest feedback in order to achieve positive outcomes and high levels of customer satisfactionHold regular briefings and communication meetings with the HOD team

- Areas of responsibility include Room Division, Food and Beverage, Culinary, Security, Finance and Engineering. - Work with direct reports (department heads) to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. - Ensure Hotel Operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department and developing positive owner relations. - Work with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.- Monitor hotel operations sales performance against budget.- Review reports and financial statements to determine hotel operations performance against budget.- Develop systems to enable employees to understand guest satisfaction results.- Respond to and handle guest problems and complaints. Stay visible and interface with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.- Facilitate the development of creative solutions to overcome obstacles and ensure implementation to continually improve guest satisfaction results.- Ensure employees are treated fairly and equitably.- Foster employee commitment to providing excellent service, participate in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.- Set goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.- Solicit employee feedback, utilizes an “open door policy”.- Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed.

Core of Work Activities1. Supporting the management 2. Monitoring and supporting progress 3. Ensuring exceptional customer service 4. Managing projects and policies 5. Supporting handling of human resources activities Personal Acquisitions / Attributes1. Leadership: • Professional Behavior • Adaptability and work under pressure with same standard2. Managing Skills: • Driving for results • Building and contributing to team3. Building Relationships: • Coworkers Relationship • Customer Relationship4. Learning and applying personal expertiseResponsibilities1. Always monitoring the daily operation. 2. Attendance and vacation plan3. Keeping all the standers 4. Reducing expenses.5. Increasing Upselling6. Always leading the daily line-up 7. Adhere to the training plan of the year and record it on the system.8. Collecting, organizing, & handling guest requests.9. Ensuring on exceptional customer service and focusing on continuous improvements.10. Always achieving the FO targets.

- Leading Guest Services Team - Maintaining Guest Services and Front Desk Goals - Managing Projects and Policies - Ensuring Exceptional Customer Service - Managing and Conducting Human Resource Activities Additional Responsibilities •Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. •Analyzes information and evaluating results to choose the best solution and solve problems. •Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. •Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent re-occurrenc

Assist the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front Office areas include Front Desk, AYS, Concierge and Bell Staff. Direct and work with managers and associates to carry out procedures, and providing services exceed guest expectations and fulfill their expected and unexpected needs and wishes. Ensuring guest and associate satisfaction and maximize the financial performance of the department.