Job Description
Responsibilities
Translate and execute strategies into operational excellence.
Take responsibility for the hotel.
Effectively coordinate the Executive Office to ensure efficiency.
Provide input for the creation and implementation of promotional activities with all Divisions.
Conduct comprehensive research to understand the hotel market dynamics, including demand trends, competitor analysis and customer preferences.
Implement dynamic pricing strategies to maximise Revpar, reacting to demand fluctuations and market conditions.
Build a high performing team and provide training and incentives to motivate them to meet and exceed key performance goals.
Ensure that all company standards & ethics are adhered to at all times.
Utilize revenue management techniques such as forecasting, inventory management, and distribution channel optimisation.
Responsible for the development and actioning of hotel sales & marketing plans.
Enhance the overall guest experience to help drive occupancy. Focus on service quality, guest satisfaction and IHG One Rewards to deliver guest loyalty.
Continuously monitor key performance indicators (KPIs) and adapt strategies based on real time data to remain competitive in the market.
Manage operational costs effectively, to maintain profitability, while achieving growth targets.
Ensure that all statutory requirements are complied with at all times.
Be a confident presenter to showcase hotel results to relevant stakeholders each month.
Work with Operational Division Heads to prepare, review, and manage annual Budgets and Capital Expenditure plans, Analyse Profit & Loss, and assist in implementing strategies to increase both rooms yield and RevPAR, thus ensuring overall revenue maximisation.
Ensure there is a continuous focus and drive on all Quality Monitoring tools / Key Performance Indicators (KPI), including MOQA, LRA, LQE, and TrustYou.
Constantly monitor and review operating criteria and continuously develop the awareness that customer and service care are the highest priorities for all colleagues.
Continuously review ways of improving the standard processes in customer service.
Check Food & Beverage outlets regularly during service hours, including kitchen and other back of house areas.
Monitor and review merchandising presentations of all departments and make recommendations if necessary.
Inspect facilities continuously. Inspect, at least weekly, floors and various rooms, suites, and apartments. Resolve any deficiencies and follow up to ensure corrective and preventative actions are taken.
Thoroughly investigate all guest feedback with adequate plans of action.
Manage all guest correspondence; this must be acknowledged or answered within two days of being received.
Maintain high visibility and involvement with customers; greet guests and be visible in public areas at peak times, lunch, and evening.
Good personal contact with all staff is essential.
To grow and improve our sustainability efforts as per set
Lead and develop a business plan to drive owner returns.
Recruiting, leading, managing and motivating a strong team, upskilling, recruiting, measuring and managing performance.
Reviews and implements strategic initiatives to drive commercial performance across the Hotel and its facilities.
Prioritises relationships with guests and external contacts such as current and potential clients, government officials, travel industry representatives, suppliers and local communities.