Job Summary:
- Represent the company and its management towards other team members, guests, government officials, clients, business partners and all other third parties.
- Implement, maintain and improve company standards, quality, services, image and policies.
- Direct and collaborate with all operational and commercial heads of departments and respective teams, as to maximize the propertys overall functioning, services, facilities and profitability.
- Ensures that all of the propertys facilities, guest rooms, as well as public and front / heart of house areas are presentable and in accordance with brand standards. Personally conducts random inspections at all such areas where required or assigned by GM.
- Plan, execute and assure a smooth daily resort operation, while monitoring and pro-actively controlling operational efficiency.
- Understands and always is aware of the fact that the main purpose of any business is to generate and maximize profits.
- Financial and operational decisions must always take into consideration this aspect. The profit mind is a basic attitude which any executive must acquire and develop together with his hotel and management experience.
Main Duties & Responsibilities
Public Relations Activities:
With guests
- Attends happy hours, special welcome cocktails, management cocktails
- Welcomes regular guests and VIPs upon arrival
- Entertains selected guests and VIPs
- Regularly, personally inspect and visits F&B outlets and swimming pools daily, to greets guests, ensures that guests are satisfied
- Makes notes and follows up on any relevant comments from guests, such as feedback on the resort, its services or other hotels of the company
- Makes notes and follow up on comments of non-resident F&B outlet or other guests
With travel agents, tour operators, government officials and other third parties
- Accompanies hotel inspections and visits
- Hosts meals and cocktails
- Fosters contacts and professional relationship with travel agents, tour operators, media, officials and other third parties
- Forwards any requests and enquiries from agents, operators or any other third parties for rate quotations, promotional material or other information to the respective head of department or CGM
Operations:
Team members
- Assists and helps team members in solving operational problems
- Provides professional advice, support and co-operation
- Ensures strict and fair supervision
- Ensures presence and proper appearance of all team members
- Promotes good moral, teamwork, attitude, friendliness and helpfulness
Front Office
- Supervises daily activities
- Checks daily rooms allocations, assignments, guest listings and allocations for VIPs
- Checks registration cards of guests for proper completion and legibility; spots VIPs who registered at the hotel
- Checks and approves special rates and conditions
- Monitors credit limits of guest ledgers
- Follows up on no-shows and investigates whether a no-show charge is applicable
- Follows up on cancellations and on cancellation fees applicable
Reservations
- Follows up daily on reservation status in the hotel and in the reservations computer system
- Closely monitors and up-dates the room status in the reservations system
- Monitors sales of allotments
- Handles booking requests, refers to the CGM if need be, as per limits of authority
- Follows up on deadlines for deposits, rooming-lists, options for bookings, reconfirmations
- Reports to the CGM in case deadlines passed without receiving deposits or rooming lists
Housekeeping
- Checks regularly on standard of rooms: maintenance, equipment, set-up
- Checks regularly on standards of cleanliness of rooms and public areas
- Checks decoration and overall impression of the public areas
- Checks VIP-rooms prior to arrival
- Monitors quality of work and out-put of the laundry department
- Makes random checks on inventories of housekeeping supply and equipment
- Records, analyses and, if necessary, investigates expense reports
- Regularly inspects the garden
F&B
- Monitors standards of food and service
- Issues instructions for special functions, banquets, conferences, meals for special groups, festivities
- Supervises the preparation and running of special functions and events
- Ensures that procedures for ordering and billing are properly followed
- Is alert in detecting dishonesty and fraud
- Initiates spot checks on par stocks
- Records, analyses and, if necessary, investigates expense reports
Maintenance
- Regularly checks maintenance, as well as fire, life and safety standards of the premises with the Director of Engineering
- Follows up on regular maintenance schemes and repairs
- Forwards reports to the CGM on special maintenance work or repairs to be undertaken
- Inspects the engineering store at random; checks accuracy of inventories
- Records, analyses and, if necessary, investigates the expense reports
Administration:
Accounting
- Reviews daily the revenue and sales report
- Reviews the daily statistics
- Revises the debtors&apos list and initiates action (twice a month)
- Prepares, in collaboration with the commercial team, the monthly occupancy and revenue forecast
- Ensures proper operational handling of purchasing, receiving and store issuing procedures
- Makes random checks on inventories
- Carries out regular spot checks on house funds
Correspondence
- Handles all guest and online correspondence
- Supervises correspondence on guest comments
- Handles agents&apos correspondence; forwards to the CGM for approval
- Handles offers for reservations and F&B functions, as per limits of authority
General
- Ensures proper set-u and handling of filing system in all operational and administrative departments
- Checks regularly the filing of documents in the reservation office
- Ensures proper filing of all documents addressed to himself
Planning:
Capital expenditures
- Initiates and follows up on present capital expenditures as per CGMs instructions
- Keeps updated records on costs incurred on present capital expenditures
- Reports regularly to the CGM about progress of work
- Prepares proposals for future expenditures
Projects
- Monitors work and progress on renovation and expansion projects
- Reports regularly to the CGM about progress of work
Other:
Organization/ Management
- Sets up new managerial and organizational tools (reports, statistics, check-lists)
Various
- Is duty manager as per schedule and procedure
- Performs any other duties and tasks that may be assigned by the CGM
- Responsible for minimizing environmental impacts and delivering results against the resorts environmental goals
