Luxury Hospitality Leader

5 days ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Reap HR Consultancy Full time

The Luxury Hospitality Leader will be responsible for overseeing the day-to-day operations of a luxury hotel or resort, ensuring that every guest receives an exceptional level of service and satisfaction. As a key member of our operations team, you will be responsible for developing and implementing operational policies and procedures that align with the brand's standards and the expectations of guests.

About Us

We are a leading recruitment agency dedicated to providing top talent to the hospitality industry. With years of experience and expertise, we have built a strong reputation for delivering high-quality candidates who meet our clients' specific needs.

Responsibilities:

  1. Operational Management
  • Oversight of daily hotel or resort operations, guaranteeing high standards of quality and service across all departments (front office, housekeeping, food and beverage, maintenance, etc.).
  • Monitoring all operations to ensure guest satisfaction is met, service quality standards are maintained, and operational targets are achieved.
  • Coordination with department heads to ensure smooth operations and efficiency in all areas of the hotel / resort.
  • Development and implementation of operational policies and procedures that align with the brand's standards and the expectations of guests.
Staff Leadership & Development
  • Leadership, motivation, and management of a team of department heads and staff, promoting teamwork, guest service excellence, and a positive work culture.
  • Regular performance evaluations, constructive feedback, and issue resolution to foster a high-performing team.
  • Ongoing staff training programs and professional development opportunities to enhance service delivery and operational efficiency.
  • Adequate staffing levels and effective recruitment, onboarding, and employee retention efforts for all hotel / resort positions.
Financial Management
  • Budget development and management, ensuring financial targets and profitability goals are met or exceeded.
  • Revenue management strategies, including pricing, booking systems, and promotions, to maximize revenue generation and occupancy rates.
  • Operational cost monitoring and control, ensuring expenses are within budget and resources are utilized efficiently.
  • Financial report preparation, performance metric analysis, and corrective action to improve financial performance.
  • Timely and accurate billing, invoicing, and payment collection processes.
Guest Experience & Satisfaction
  • Evaluation and improvement of all guest interactions to deliver exceptional guest service.
  • Guest complaint and concern resolution in a timely and professional manner, ensuring customer satisfaction and loyalty.
  • Quality control of guest accommodation, amenities, and services to ensure consistently positive guest experiences.
  • Guest satisfaction surveys and feedback analysis to continuously improve service and operational standards.
  • Promotion of an atmosphere of luxury and personalized service, ensuring that guests feel valued and well taken care of during their stay.
  • Collaboration with the sales and marketing teams to promote the hotel or resort through targeted marketing campaigns, partnerships, and brand initiatives.
  • Identification of new revenue opportunities, special packages, and promotional offers that attract new guests and retain existing ones.
  • Strategies to enhance online presence, reputation management, and reviews on travel platforms (TripAdvisor, Booking.com, etc.).
  • Fostering relationships with local businesses, travel agencies, and corporate clients to enhance occupancy rates and brand recognition.
Property Maintenance & Safety
  • Maintenance of the property to the highest standards of cleanliness, safety, and upkeep, including all rooms, public areas, and facilities.
  • Collaboration with the maintenance and housekeeping departments to address any repairs, issues, or special requests promptly.
  • Compliance with local health and safety regulations and industry standards, including fire safety, emergency protocols, and environmental sustainability.
  • Risk management practices, including insurance and security, to protect the property, guests, and staff.
Strategic Planning & Reporting
  • Collaboration with senior leadership and ownership to set long-term goals, define strategies for growth, and implement action plans for business development.
  • Market trend analysis, competitor activity, and guest feedback to adapt continuously and enhance the property's offerings.
  • Detailed reports on hotel performance, guest satisfaction, financial performance, and operational goals to senior management or ownership.
  • Positioning the property as a market leader in terms of service, reputation, and profitability.

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