Hotel Manager management Office
6 months ago
**KEY ACCOUNTABILITIES
**Strategy & Operational Business Plans**
- Contribute to, in collaboration with the Executive Team, the formulation and implementation of hotel business strategy in line with Emaar’s vision and mission.
- Ensures that strategy is translated into annual operational business plans for all departments and that performance is monitored and managed to ensure continuous improvement.
**Leadership**
- Manages department staff and teams by overseeing their performance, recruitment, training and development to ensure high levels of engagement and competence.
**Change Management**
- Contribute to managing change in own team by providing inputs for and taking part in change initiatives, programmes and projects that reflect international best practice and changes in the competitive environment.
**Quality, Health, Safety, & Environment (QHSSE)**
- Oversees and ensures compliance to all relevant QHSSE management policies, procedures and controls to ensure that Emaar provides a safe, world class, secure and environmentally responsible service to customers, the public and its own people.
**Continuous Improvement**
- Promote and drive continuous improvement across one’s department as whole in order to achieve the Group’s mission, vision and strategy.
- Identify and take part in change initiatives, programmes and projects that reflect international best practice and changes in the competitive environment.
- Identify and explore feasibility of new or upgraded technologies and processes that seek to enhance Emaar’s revenue management capabilities and drive commercial benefits.
**Hotel Operations, Policy and Procedures**
- Ensure effective, efficient and brand-consistent operations of the hotel by role modelling Emaar brand standards and behaviours at all times.
- Implement and ensure compliance with all EHG and hotel-specific standard operating procedures, practices and policies so that the guest experience is high quality and consistent at all times.
- Review and continuously update hotel operating procedures and policies to drive efficiencies, minimise cost and maximise revenues.
- Partner with Sales and Marketing to identify, design and implement sales, marketing and promotional activities which seek to maximise revenues and occupancy rates whilst complying with EHG standards at all times.
- Develop and implement the hotel’s annual business plan, in partnership with department heads the general manager.
- Ensure hotel and EHG MBOs and KPIs are clearly and effectively communicated to department managers, and that there is a consistent focus on the delivery of these targets.
- Collaborate with IT and Finance to ensure management information systems are in place to enable effective business decision making, proactive identification of issues and correction of issues.
**Guest Satisfaction and Engagement**
- Develop and implement the hotel’s guest service charter, and ensure delivery and standards are in line with the guest service charter at all times.
- Ensure a key focus on quality and consistency across all aspect of hotel operations in order to drive maximum guest satisfaction.
- Build relationships and engage with guests to maintain awareness of guests’ attitudes, views and perceptions of the EHG guest experience. Combine this information with wider internal and external information to identify and act on opportunities to develop or improve the hotel’s product offering to drive repeat business.
- Understand and enhance the touch points of our business and drive for continuous improvement.
**Financial Controls**
- Ensure revenue protection practices are enforced across all hotel operations, such as ensuring guest credit cards are kept on file, guest deposits are taken and that financial transactions are undertaken in accordance with EHG policy.
- Review all financial statements for areas under scope of responsibility in order to maximise business performance, identify exceptions and implement plans to address any areas of concern.
- QUALIFICATIONS, EXPERIENCE & SKILLS**Minimum Qualifications**:
- Bachelor’s degree in hospitality, business administration or similar.
**Typical Experience**:
- 10 years of cumulative experience in progressively more complex and responsible roles, with at least 3 years in a leadership role within a luxury hotel brand.
- A career history that features experience as a hotel manager, EAM of Rooms, EAM of F&B or Director of Operations.
**Job-Specific Knowledge & Skills**:
- Expert hotel operations knowledge and skills.
- Expert customer experience and service delivery skills/
- Expert problem solving and customer service skills.
- Expert VIP guest services and relationship skills.
- Expert project management, planning and implementation skills.
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