Daily Operations: Oversee the day-to-day functions of all hotel departments, including Front Office, Housekeeping, Engineering, ensuring adherence to brand standards and SOPs.
Quality Assurance: Conduct regular property inspections (A-team walks) to maintain optimal physical condition, cleanliness, and operational readiness.
Problem Resolution: Serve as the final escalation point for guest and operational issues, resolving complex situations effectively and professionally.
2. Financial & Business Management
Revenue Management: Work closely with the Sales and Revenue teams to optimize pricing strategies, occupancy rates, and average daily rate (ADR).
Purchasing & Inventory: Oversee effective inventory control and departmental purchasing to minimize waste and ensure cost-effective operations.
3. Team Management & Development
Employee Relations: Champion a positive, inclusive, and engaging work environment.
Training & Mentoring: Identify training needs, facilitate departmental training, and directly mentor department heads (e.g., Front Office Manager, Executive Housekeeper) for career growth and performance improvement.
Performance Management: Participate in the hiring, on-boarding, performance reviews, and disciplinary processes for management and staff.
4. Guest Experience & Brand Loyalty
Service Culture: Lead by example to foster a genuine, service-focused culture that drives repeat business and positive reviews.
Guest Feedback: Monitor and analyze guest feedback platforms (e.g., GSS, TripAdvisor, Medallia) and develop action plans for continuous service improvement.
Community Relations: Act as a representative of the hotel in the local community and with key business partners as directed by the GM.
Success Metrics (How Performance is Measured)
Guest Service Scores (GSS/NPS): Achievement of target scores for overall satisfaction and key service attributes.
Associate Engagement: Positive results on employee satisfaction surveys (e.g., high response rates, positive engagement scores).
Brand Audit Compliance: Achieving high scores on all internal and external brand/quality assurance inspections.
