Job Summary
Functions as the strategic business leader of the property's Hotel Operations. Areas of responsibility may include Front Office, Housekeeping, Guest Services, and related departments. This role ensures the highest standards of guest satisfaction, operational efficiency, and financial performance while driving a culture of excellence and continuous improvement.
Key Responsibilities
- Operational Leadership: Oversee daily hotel operations, ensuring seamless coordination between all guest-facing and support departments.
- Guest Experience: Champion service excellence by monitoring guest feedback, implementing quality assurance programs, and resolving escalated issues.
- Financial Management: Develop and manage department budgets, control costs, optimize revenue, and achieve financial targets.
- Team Development: Recruit, train, and mentor department heads and staff; foster a positive work environment and promote career growth.
- Strategic Planning: Collaborate with senior leadership to set operational goals, execute property initiatives, and drive continuous improvement.
- Compliance & Safety: Ensure adherence to health, safety, and regulatory standards; maintain brand standards and operational policies.
Qualifications
- Education: Bachelor's degree in Hospitality Management, Business Administration, or related field.
- Experience: Minimum 5-7 years of progressive hotel operations leadership experience, preferably in a full-service property.
- Skills: Strong financial acumen, excellent communication, problem-solving, and people management skills.
- Certifications: Relevant hospitality certifications (e.g., CHA) preferred.
- Language: Fluency in English; additional languages are a plus.
Preferred Attributes
- Proven track record of driving guest satisfaction scores and operational excellence.
- Experience with property management systems (PMS) and revenue management tools.
- Ability to work in a fast-paced environment and adapt to changing priorities.