[Melia Vinpearl Cua Sot] Operation Manager/ Quản lý Vận hành

OPERATIONS

• Provides support to the GM/HM in the implementation in their business units of the defined action plans, executing the tasks that have been assigned, to optimize the operation and customer satisfaction.
• Supports in its coordination with the hotel's operational departments based on the guidelines or guidelines received from the GM/HM. You can provide feedback to the GM/HM.
• Member of the hotel's operating committee and ensures the operational excellence of its business unit together with GM/HM.

ECONOMIC-FINANCIAL

• Provides feedback to the GM/HM information about the operational departments to include in the projection based on your previous experience.
• Based on the KPIs and indications received (with guides or guidelines in those of greater complexity), it is operationally aligned with the goals set.
• Participates in operational audits ensuring compliance with the different programs and the standards of Operational Audits.

SALES & REVENUE

• Participates in the implementation of In-house Sales / Upselling actions in daily operations, to improve revenues, as well as the financial result of the hotel, with supervision of its results.
• Supports the GM/HM and sales team in inspection visits where their assistance is required, ensuring their success.
• Supports the teams in the delivery of the event and achieve customer satisfaction, based on detailed guides or guidelines.

PRODUCT & BRAND MANAGEMENT

• Attends to the customer at the hotel: follow-up of complaints and incidents, acting based on instructions and procedures.
• Supports in the implementation of the Hotel's Marketing and Communication Plan.
• Participates in the implementation of brand programs, with supervision of their results.
• Supports HODs and GM/HM in the adaptation and development of SOPs in the business unit, aligning them with Brand standards and Operational needs.
• Supports GEX and GM/HM in coordinating the operation of all areas including the Guest Experience vision in sensory architecture, music, Setups, etc.

ROOMS

• Provides support in the supervision of the accommodation area (cleaning of rooms, public areas, laundry, reception and concierge).
• Supports to achieve good communication and coordination between the Accommodation departments.
• Provides support so that customer service follows the defined standards and procedures by reviewing the different areas of the hotel on-site.

FOOD & BEVERAGE

• Provides support in the implementation of the standards of products, services and F&B attributes defined by Hotel Services with supervision over their results.
• Provides support in the daily operations of M&B, with the aim of maximizing customer satisfaction, based on detailed procedures or guidelines.
• Supports GM/HM and F&B in ensuring the profitability of operating departments and maximizing in-house revenues.
• Supports compliance with and follow-up of hygienic-sanitary audits of kitchens and facilities and of the incidents detected, supervise compliance with the defined action plan.

HUMAN RESOURCES

• Participates in the hotel team's service culture and brand induction sessions.

LOYALTY

• Provides support for fidelity trainings to take place.
• Ensures the customer experience and satisfaction in the loyalty program, ensuring the delivery of benefits , based on detailed guides or guidelines.

SUSTAINABILITY

• Participates in the implementation of sustainability projects or initiatives in the hotel.

HEALTH & SAFETY / HEALTHY WORKPLACE

• Knows the evacuation plan of your Hotels.
• Assumes the responsibilities assigned to them in the Centre's Self-Protection Manual or local equivalent in other countries.
• Ensures compliance with the Procedures and Instructions on health and safety at work.
• Knows the personal protective equipment of their department and ensure its correct implementation and use through the corresponding training actions.
• Verifies correct compliance with safety regulations.
• Participates in ongoing risk assessment.
• Assumes the responsibilities assigned to them in the Occupational Health and Safety Management System Manual.