THE IMPACT OF THIS ROLE
Responsible for directing the day-to-day operations of the hotel assisting the Managing Director in implementing resort goals, strategies, etc., and fulfilling the Managing Director's duties in his/her absence.
KEY RESPONSIBILITIES
General
• To have a perfect knowledge of points of sale and customers: menus, prices, cardex, events, procedures, forecasts and budgets, room occupancy, etc.
• Verifying, guaranteeing, and optimizing the quality of the various services offered in all departments with a friendly and respectful attitude, with availability and an assiduous presence in the field.
• Report of daily operations activities to the Managing Director
• Assuring the functions of the Managing Director in his absence.
• Communication of internal information effectively with all departments involved, procuring good and healthy interdepartmental relations.
• Applying and enforcing the correct execution of procedures and work instructions in all departments.
• Proposal of new projects, coordinating its implementation, and monitoring its execution.
• To keep excellent relationships with suppliers, customers, and Associates at all times.
• Guaranteeing that all customer complaints are resolved quickly and efficiently
• Promotion and procuring the correct application of High Quality Standards (LQA / FORBES & RHR).
• Establishment of a strong relationship with guests throughout their stay, assuring their satisfaction.
• Monitoring the "TrustYou" customer satisfaction surveys (answers, analytics and implementation of procedures) in the property alongside the Managing Director.
• To bring to life the commercial action plan in the property to develop its turnover.
• Constantly assessing market trends (local, national, and international), suppliers and other hotel/restaurant activities to ensure that the hotel remains competitive.
• Creation of annual goals for the property and for each leading member of the team.
• Definition of control criteria and performance of qualitative and quantitative audits.
• Training, motivation, evaluation, mentoring, and direction of Associates and Managers to achieve set goals.
• Maintenance of excellent relationships with all Associates.
• Mastering the techniques of oral negotiation to obtain positive results for the activities in the property.
• Effective communication with guests, superiors, subordinates, or Associates, specifically in situations of intense emotion.
• Protection of the privacy of guests and hotel information.
• Not limiting himself to giving and receiving instructions, but interacting with people, in particular with supervisors, subordinates, Associates and guests while carrying out assigned tasks.
• Execution of diverse tasks which may frequently change in nature, while maintaining a constant quality without losing efficiency or self-control.
• Meeting deadlines despite unforeseen events.
• Thinking clearly, while remaining calm, and solves problems using common sense.
Management
• Recruitment and selection of staff from all departments based on their job descriptions, knowledge, and skills.
• Verifying the correct planning of all departments and ensuring the adequacy between the staffing guide and the occupancy rate of the hotel.
• Procuring the development of Associates’ skills, providing support to their professional development, highlighting the relevance of training for everyone.
• Encouraging all teams to be creative and innovative to optimize the quality of the services offered.
• Promotes and highlights the importance of maintaining a good work environment in the property with managers, leaders, and Associates.
• Development of Training plans in collaboration with the Talent and Culture Department.
• Follow up of the results of the Opinion Survey carried out among employees and ensures that relevant changes are implemented to meet goals.
Health Safety Environment
• Supervising the maintenance of equipment and furniture, reliability of equipment and ensuring the follow-up of technical interventions.
• Ensuring compliance with Health and Safety procedures.
• Fulfilment of the environment and sustainability policies as an active member of the sustainable development policy.
• Ensures that all Associates follow all local rules, policies and regulations relating to fire and the safety of property and people.
Food and Beverage
• Participates with the Executive Chef in the development of menus, purchasing, and updating of technical sheets.
• Planning of menu changes, definition of prices and orchestration of work in coordination with the Executive Chef.
• Constantly ensuring the quality of products served to customers and its rectification when necessary.
• Supervises Food and Beverage operations and informs the Managing Director of decisions taken.
• Control and analysis of:
- Sales and costs
- Quality and presentation of dishes
- Service standards
- Conditions and cleanliness of equipment and materials
- Customer satisfaction
- Marketing
• Verification of the Food and Beverage budget and ensures the profitability of all points of sale.
• Commitment to respecting and defending the philosophy of the company regarding recruitment, relations with Associates, supervision, and disciplinary actions.
• Having a perfect knowledge of the regulations concerning alcohol, especially those prohibiting serving to minors and people in a state of intoxication, those driving while intoxicated, and respects them strictly.
• Ensuring that the required operating licenses and permits are displayed in accordance with the regulations.
• Knowing direct competitors of the Property (benchmarking).
• Participates in the creation of a public relations and marketing plan for the property.
• Optimization of profit.
• Analysis of the sales of the previous day; justifying discrepancies with Accounting.
• Preparation and managing of the operational budget including staff forecasts and costs, but not limited to these areas. Attends all budget meetings.
• Conducts weekly Food and Beverage department head meetings.
• Controls the quality of services by setting up surprise inspections, self-checks, quizzes, etc.
• Providing feedback to staff on their performance.
• Management of disciplinary actions in collaboration with the Human Resources Department.
• Adoption and promotion of a cooperative workplace environment to optimize employee productivity and motivation.
Administrative / Management / Finance
• Develops the annual budget of its departments and monitors it.
• Optimizes income (upselling…).
• Is responsible for compliance with procedures for collection, management and control according to internal standards.
• Analyzed its P&L in order to optimize costs.
• Adapts the organization of its departments and optimizes workforce management to improve payroll.
• Ensures the continuous maintenance of the hotel's operating equipment.
• Works closely with the members of the Management Committee, focusing on the overall success of the hotel and guest satisfaction.
While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.
CRITICAL SKILLS & QUALIFICATIONS
• Attention to detail, speed, and accuracy; prioritize, organize and follow-up
• Be a clear thinker, remaining calm and resolving problems using good judgment
• Follow directions thoroughly
• Understand a guest’s service needs
• Work cohesively with co-workers as part of a team
• Maintain confidentiality of guest information and pertinent hotel data.
• Minimum ten years’ hotel experience with at least five years’ experience at the Executive Level, with an emphasis on F&B operations
• Four-year college bachelor degree.
DEVELOPMENT PATH
Due to the level of information that is handled, the responsibility with our guests, the detailed knowledge of all the experiences with the correct training, the Resort Manager position can be developed as a Managing Director.