Hotel Manager/ Phó tổng quản lý khách sạn

Participates in the development of business strategies for the Hotel which are aligned with Radisson Hotel Group’s overall mission, vision, values and strategies

• Participate in the development and execution of the Hotel’s business strategies
• Develop and implement strategies for hotel operations that support achievement of the Hotel’s goals
• Participate in the development of the annual marketing, sales and yield management plans and strategies
• Monitor status regularly and adjust strategies as appropriate
• Develop the annual budget in conjunction with the Executive Committee

Maximises profitability and revenue by directing the operation of the supervising departments

• Operate the in-charge departments in accordance with the Brand Standards of Operations
• Develop and implement operating procedures and standards that support employees in their effort to deliver Yes I Can! service and teamwork
• Oversee the performance of the Rooms Division (exercising supervision over the EAM in charge of Rooms, the Front Office Manager, the Executive Housekeeper, the Guest Services Manager, the Security Manager and Recreation Manager), F&B and Engineering Departments. Provide guidance and assistance in the execution of their responsibilities and help them set their respective departmental objectives.
• Analyse business results on a regular basis and take actions to improve results as appropriate
• Leverage system-wide expertise and resources where possible in order to incorporate best practices and deliver services on a cost-effective basis
• Set objectives for each Department under his/her management and supervise the Department Manager
• Implement the approved budget; monitor revenues and cost on a daily basis and take corrective action when necessary
• Control costs by adhering to Standards of Operations for forecasting, budgeting, scheduling, payroll control and other expense management systems

Develop and implement strategies and practices which support employee engagement

• Recruit and select qualified candidates
• Provide employees with the orientation and training needed to understand expectations and perform job responsibilities
• Communicate performance expectations and provide employees with on-going feedback
• Provide employees with coaching and counselling as needed to achieve performance objectives
• Work in conjunction with the Human Resources Department to ensure that all HR initiatives, both at regional and hotel level are implemented and adhered to in a pro-active and professional manner

Directs and controls all subordinate Rooms Division, F&B and Engineering team members to ensure that all day-to-day operational matters are handled on time and guest expectations are met.
Oversee the quality, service standards, consistency and presentation in the outlets under his/her responsibility to ensure that they conform to the requisite standards of the hotel and meet or exceed customer expectations.
Co-ordinate in conjunction with the Sales & Marketing Department the preparation and implementation of annual packages or special promotions regarding guest rooms division, and F&B activities.
Achieve goal for RevPar by developing and implementing yield management strategies to increase occupancy and average rate

• Assure the maximisation of total room occupancy by supervising the accurate listing of all future reservations
• Assist in the development of the annual Business and Marketing Plan by developing strategies to increase targeted market rooms revenue index
• Set goals, develop strategies, evaluate results and adjust strategies as required
• Maximise average rate by directing the yield and revenue management for the Hotel. Monitor mix of transient and group business and implement strategies to achieve greatest room dollar sales on a daily, weekly, monthly and annual basis
• Achieve contribution to revenue goals by working with the World-wide Reservations Centre to maximise utilisation of those tools
• Approve any adjustments done at Front Desk to ensure efficient and effect control

Achieve customer satisfaction and revenue goals by supervising operational departments within the hotel

• Prepare reports as requested to develop a more informative database for applicable decision making
• Maintain statistics on rooms and reservations, customer arrivals and departures, average occupancy rates and related information
• Prepare follow up and/or forecasts to aid in management decisions
• Ensure that the Front Desk is staffed appropriately by utilising business forecasts to schedule employees
• Control open and closed dates, availability and condition of rooms
• Maintain room security by providing effective key control and participate in matters relating to customer room security
• Provide controls over rates; implement approved rate changes
• Monitor advanced deposit procedures
• Respond to positive and negative comments expressed in comment cards and develop strategies to improve comment card results

Develop and implements strategies to achieve targeted goals

• Oversee the operation of the operational Department by setting the objectives for each area and supervising the Department Head
• Achieve customer service goals by monitoring the service produced and developing and implementing strategies to achieve desired service levels
• Increase efficiency of operations by analysing procedures and practices and implementing alternative strategies as required
• Develop the Rooms budget by reviewing Department Head recommendations and trends, preparing budget package and presenting the completed budget to the General Manager for approval
• Implement the approved budget; monitor revenues and costs on a daily basis and take corrective action when necessary
• Control costs by adhering to the Standards of Operating for forecasting, budgeting, scheduling, payroll control and other Expense Management Systems

In conjunction with the Director of Finance

• Prepare the operating budget for the Rooms Division, F&B and Engineering Departments.
• Recommend any items to be included in the capital budget
• Ensure adherence with the approved budget
• Monitor actual versus budgeted expenses and take corrective action where required
• Review daily PM/PX accounts to ensure full and prompt check-out and collection
• Review Night Audit and daily banking processes to ensure efficient, accurate and timely reporting
• Review of general ledger expenditure account allocation
• Inform Director of Finance of all circumstances which may highlight unusual results
• Make appropriate recommendations to ensure smooth flow of financial transactions
• Achieve customer service goals while containing costs by overseeing the operation of the Rooms Division, F&B and Engineering

In conjunction with the Executive Housekeeper

• Ensure that public areas of the Hotel are cleaned and maintained to brand standards
• Guest rooms are cleaned in a timely, efficient manner to brand standards
• Back of house areas are maintained to brand standards
• Ensure Housekeeping Department operates within budgeted parameters

In conjunction with the Director of Engineer/ Chief Engineer

• Ensure that property presentation is maintained to brand standards
• Hotel equipment and plant is maintained
• Ensure Occupational Health and Safety and Public Liability regulations are complied with
• Ensure that the maintenance team operate within required safety parameters
• Ensure maintenance issues are addressed in a timely, efficient, competent, cost effective and professional manner
• Ensure Maintenance Department operate within budgeted parameters

Meet and exceed the expectations of the employees by utilising leadership skills and motivation techniques in order to maximise employee productivity and satisfaction of direct reports

• Determine and communicate standards of performance to employees. Evaluate employee performance on a regular basis and recommends salary increases as appropriate
• Develop employees to maximise potential

Maintain safe and secure environment for customers and employees

• Ensure that all employees follow safety rules and procedures
• Take corrective action where required to improve safety of work areas
• Adhere to the requirements of the Occupational Health and Safety Act

Creates 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations. Provides employees with the training and resources they need to maximize employee engagement and deliver Yes I Can! service and teamwork

• Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
• Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
• Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis
• Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
• Performs other duties required to provide the service brand behavior and genuine hospitality

Adhere to hotel policies and procedures

• Keeps General Manager promptly and fully informed of all problems or unusual matters of significance.
• Communicate effectively with guests, co-workers and the manager.
• Perform all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
• Maintain a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environment.
• At all times projects a favourable image of the Hotel to the public.
• Assist in the development of the Hotel business plan and ensure an overall understanding of its departmental goals and objectives.
• Attends work on time as scheduled.
• Follows safety and security rules and procedures.
• Abides by all Brand rules and regulations.
• Adheres to all Brand policies and procedures.
• Actively supports and promotes Workplace Health and Safety within the work environment.
• Performs any other reasonable duties as directed by the General Manager or his/her designate.