Hotel Manager

Company Description
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**Job Description**:
Summary
Reporting to the Cluster General Manager, the role holder will contribute to the performance of their departments by facilitating the hiring and retention of exceptional talent as well as driving Heartist engagement, learning and development, performance and talent within their departments by strategically leading through their Department Heads. They will have a desire to be the best at what they do and achieve operational excellence in their departments through all the metrics that are measured.
**Responsibilities**:
- Hotel Manager leads and supervises all relevant activities in operations departments and manage overall operations.
- Responsible for the commercial results of operational departments.
- Keeps close contact with the Cluster General Manager and co-ordinates relevant activities to improve commercial and other results.
- Ensures that the hotel consistently disposes of adequate, motivated and skilled personnel at all levels.
- In performing these duties he/she shall at all times maintain good relations with his/her supervisor, the Department Heads as well as the local authorities and other key persons On-going self-driven education on hotel, hotel industry, local market, and technology
- Handle all guest interactions professionally and appropriately
- Effectively communicate with other hotel departments, regional, and corporate teams
- Manage the operations of the hotel in order to maximize profitability and to ensure superior guest service and product quality
- Develop, recommend, implement and manage the operational department’s annual and long-term goals
- Ensure that all operations departments are maximizing revenue and profit potentials while minimizing costs
- Manage operational expenses to stay within budget guidelines, as well as gather and report financial information to the Cluster General Manager
- Manages performance issues that arise within the operational departments, as well as train, develop, coach and counsel, conduct performance evaluations and resolve problems of departmental team members and managers
- Ensures optimal compliance with corporate focus audit
- Is an integral part of the business team, attends all scheduled meetings and contributes actively with proper preparation
- Conducts a daily briefing with management on current key activities
- Evaluates changes in guest needs, the guest mix and competitive set, to recommend appropriate product/service and operational changes as necessary
- Ensures guest and employee satisfaction, while maintaining market competitiveness and exceptional financial performance
- Anticipate and address guest issues and establish proactive processes to promote guest satisfaction
- Interacts in a positive way with all team members to ensure a luxury guest experience
- Ensures compliance with local health and safety regulations
Talent &
Culture
Employee Relations
- Foster a positive and structured work environment which encourages the successful operation of the business, calling upon the necessary processes to deal with disciplinary, grievance and workforce change situations.
- Work alongside with the Talent &
Culture leader to investigate, document and administer corrective action immediately and effectively to reach the mutual goals of the business and the Heartist.
Recruitment
- Supervise the hiring new Heartists in conjunction with the Department Heads and Talent &
Culture Leader through INES
Employee Engagement and Communications
- Strive to increase Heartist engagement by promoting a positive work environment where each Heartist is informed and proactive about the overall business goals. Ensure the consistent delivery of business and associate information with transparency so that each Heartist understands how they contribute to the company’s success. This will include working on the Employee Engagement Survey (EES) and Talent &
Culture Audit. Ensure the EES Champions for the hotel/departmental action plans in order to increase Heartist engagement and improve EES scores year on year.
- Represent the organization as an exemplary ambassador the All Inclusive - Heartist Service Culture
- Labour Turnover to be closely monitored and to ensure that the Department Heads proactive actions taken with regards to trends and suggestions to Talent &
Culture leader as well as General Manager.
Learning &
Talent Development &
Performance Management
- Ensure bi-annual Talent Review process in conjunction with t