รายละเอียด

Job Specification / หน้าที่หลัก

A hotel operations manager is responsible for overseeing the day-to-day operations of a hotel. This includes managing staff, budgets, guest satisfaction, and overall hotel performance. The manager may also be responsible for coordinating events and catering services, implementing policies and procedures, and ensuring compliance with industry regulations. Additionally, the manager may work with the sales and marketing team to promote the hotel and attract new guests. Strong leadership, communication, and organizational skills are essential for success in this role

Details:

Oversee day-to-day operations of hotel, including room division management, food and beverage, and acting as the General Manager when they are not on-site

Manage staff and budgets

Ensure guest satisfaction

Implement policies and procedures as per Brand Office guidelines

Ensure compliance with industry regulations

Work with sales and marketing team to promote hotel and attract new guests

Strong leadership, communication, and organizational skills required.

Ensure smooth front office operations by supervising the front desk, reservations, and guest services

Ensure that front office staff provides efficient, friendly and professional service to guests

Monitor and control front office operations, including guest check-in/check-out, room assignments, room rate quotes, and guest billing

Ensure that Room Division, Food and Beverage Department policies and procedures are being followed and take appropriate action in case of non-compliance

Respond to guests' complaints and take appropriate action to resolve them

Assist the General Manager with maintenance and upkeep of the hotel property, including guest rooms, public areas, and outdoor spaces

Ensure that all reported property maintenance issues are addressed in a timely and efficient manner

Monitor and control property expenses to ensure they stay within budget

Act as the General Manager when they are not on-site, making key decisions and ensuring the smooth operation of the hotel

Identify and address problems and opportunities for the company.

Build alliances and partnerships with other organizations.

Support worker communication with the management team.

Make important policy, planning, and strategy decisions.

Develop, implement, and review operational policies and procedures.


Help promote the company with a Cluster General Manager that encourages top performance and high morale.

Oversee budgeting, reporting, planning, and auditing.

Work with Cluster General Manager stakeholders.

They are sometimes known as and report to general Manager

To propose, get approval and implement standards.

To ensure to work professionally with other department concerns.

To prepare annual budgets and their implementation in the company in line with the company’s strategy, policy, and direction.

Administers all talent member transfers both inter-hotel and inter-company.

Performs any additional duties as directed by the General Manager.

Communicate job expectations to staff members; planning, monitoring, appraising, and reviewing job contributions.

Contribute to better operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality, and customer-service standards; resolve problems; complete audits; identify trends.

Forecast requirements; prepare an annual budget; schedule expenditures; analyse variances; initiating corrective actions.

Analyse and improve organizational process and workflow, employee and space requirements, and equipment layout; implement changes.

Manage relationships with key operations vendors.

Track vendor pricing, rebates, and service levels.

Serve as the primary point of contact when there are customer issues related to equipment quality, customer service, or accidents and mishaps on-site. In particular, this includes any issues on-site at client facilities, such as breaking a fence or tape residue on flooring.

Communicate customer issues with the operations team and devise ways of improving the customer experience, including resolving problems and complaints.

Work closely with the GM and management team to set and/or implement policies, procedures, and systems and to follow through with implementation.

Work closely with the inventory manager and team to perform analysis of our inventory and ensure we are utilizing our inventory effectively, purchasing the right equipment, and maintaining solid inventory data.