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Functions as the primary strategic business leader of the property with responsibility for all aspects of the operation, including guest and employee satisfaction, human resources, financial performance, sales and revenue generation. Responsible for implementation of COMO Hotels and Resorts brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations, increased profit and market share. Holds property leadership team accountable for strategy execution, and guides their individual professional development.
Key tasks
Operations Responsibilities
* Stays current with industry trends and monitors strengths and weaknesses of competition. Explores new business opportunities. Develops business plans designed to maximize property customer satisfaction, profitability, and market share. Ensures property business plans are aligned with COMO Hotels and Resorts brand strategies.
* Ensures compliance with all legal requirements, such as Data Privacy compliance, alcohol licensing, Health and Safety, Labour Law, etc., on an ongoing basis.
* Responds properly to and takes lead in any emergency or safety situation as well as ensures the proper control and instruction of said emergency procedures in the properties.
* Oversight and planning of annual capital budget, projects, and infrastructure improvement.
* Establishes and maintains close working relationships with Head of Departments to ensure maximum cooperation, productivity, employee morale, and guest experience.
* Develops relationships with clients, return guests, etc., to provide maximum, personalized guest experience.
* Champions guest experience by managing guest feedback in all forms from verbal, written to online review platforms and responds in an appropriate and timely manner.
* Initiates improvements in overall operations with an emphasis on increasing guest satisfaction, total revenue improvement, whilst optimizing costs of doing business.
* Maintains the desired standards of quality, service, cleanliness, and controls by reviewing activities and carrying out property inspections taking corrective action where required on an ongoing basis.
* As a brand ambassador, ensures proper image is maintained by employees by being an exemplary example with respect to guest experience, service, behaviour, grooming, and uniform standards.
* Actively supports and participates in all companywide programs, policies, and procedures.
Business and Sales Responsibilities
* Reviews business-related data such as market share, financial performance, inventory, and guest satisfaction.
* Analyzes business information to proactively address changing market conditions, ensure property operates within budgetary guidelines, and achieves profit margin goals.
* Uses business information to identify indicators of product and service successes and opportunities for improvement, integrates business information into business plans.
* Contributes to the development of the annual sales and marketing plan, capitalizing on all areas to increase revenue and profile of property.
* Analyzes revenue and occupancy forecasts by working closely with Revenue and Sales to maximize occupancy, rate, and revenue.
* Works closely with Sales and Marketing to ensure that the profile of property is consistently raised and activities are in place as dictated by business levels.
* Monitors, analyzes, and controls operational expenses and costs, such as payroll, utility, cost of sales, and departmental expenses, and takes action as necessary to realize full profit potential.
* Keeps Head Office notified of any fluctuations in business levels whilst making recommendations to these fluctuations.
* Leads annual budget discussion and sets rationale for revenue and expenses, taking corrective action through the year to maximize profit.
* Ensures timely completion of monthly P&L reports and Monthly Executive Summary in an accurate manner.
Leadership Responsibilities
* Follows Company recruitment and selection procedures to ensure that the best qualified candidates demonstrating passion, creativity, and style are hired and trained in all areas of their responsibility.
* Supports COMO Hotels and Resorts philosophy towards employee development.
* Ensures that managers are carrying out effective performance review and performance development planning with employees in line with regular timelines, and that employee development needs are captured and addressed.
* Actively involves in the local community and builds strong relationships with local officials, businesses, and customers. Represents COMO Hotels and Resorts brand values in all leadership actions.
* Works with Planning Committee members to develop and retain high potential talent for future growth of COMO Hotels and Resorts.
* Ensures open communications with employees with special emphasis to ensure that all employees are coached and trained in these matters.
* Creates a conducive environment for high performing employees by displaying fair treatment of all employees at all times, with particular respect to employee disciplinary or coaching action.
* Builds harmonious working relationships with government, travel bureau, local communities, and suppliers.
* Actively participates in meetings including Revenue Strategy Meetings, Planning Committee Meetings, and Employee Meetings.
* Displays a high degree of professionalism and integrity as befitting leader within COMO Hotels and Resorts.
* Undertakes any other reasonable duty that may be assigned by the Owners or Executive Committee members from COMO Hotels and Resorts Head Office.
Requirement
* 10+ years of luxury hospitality experience.
* Demonstrates outstanding leadership.
* Excellent interpersonal skills and networking skills within the community.
* The ability to delegate responsibilities, organize complex projects, and establish priorities consistent with the hotel’s short term and long-term objectives.
* Possesses strong business and commercial acumen along with excellent people management and development skills.
* Superior communication skills (both verbal and written).
* Awareness of key marketplace and industry trends relative to customer and consumer behaviour.
* High degree of collaborative and team management skills, ensuring agreement and buy-in at all organization levels.
* Appreciation for the luxury ecosystem beyond hospitality.
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