1. Job Role Responsible for the smooth functioning and operations of all allocated Departments. To achieve the profitability goals to provide quality guest service while operating within budgetary constraints. Provide leadership and strategic planning to all departments in support of our service culture, maximized operations and guest satisfaction. Work very closely with the (HOD's) for profitability and guest satisfaction measures. Responsible for managing the (HOD's) and overall hotel targets to deliver an excellent guest experience.
2. Job Descriptions
(a) MIS & Cost Control: Analyze all MIS reports periodically, give necessary inputs regarding revenue and expenses, ensuring the cost are under control and budgets are achieved.
(b) Guest Satisfaction: Proactively assessing and reviewing customer satisfaction and service recovery process. Ensure that guest satisfaction survey is conducted on daily basis through operating departments and oversee all feedbacks are registered, analysed in depth and corrective actions are taken in the system to avoid repetition.
(c) Quality improvement and menu planning: Work with operational departments to improve the quality of service to upgrade to a better standard. To liaise with F&B and chef to develop and constantly make innovative changes in the menu.
(d) Service Standard: Ensure SOP implementation in all departments and check the same during routine operational checks.
(e) Training and Development: Should work out the training needs of all employees in consultation with HOD’s.
(f) Employees Satisfaction / Man Management/ Team Motivation: ensure reduction in the employee turnover, attracting right talents, to have high motivational levels for employees and ensure the facilities provided are maintained.
(g) Leadership: To lead team by recruiting, training, appraising talented personnel.
(h) Communication: Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance.
(i) Innovations: Monitor industry trends and makes recommendations to improve competitive status of the outlet.
(j) FSMS ISO 22483/2020: Ensure that the FSMS standards are maintained in all the departments.
(k) Compliance of policies: Comply with all health and safety regulations.
