The impact of this role
responsible for directing the day-to-day operations of the hotel assisting the managing director in implementing resort goals, strategies, etc., and fulfilling the managing director's duties in his/her absence.
key responsibilities
general
- to have a perfect knowledge of points of sale and customers: menus, prices, cardex, events, procedures, forecasts and budgets, room occupancy, etc.
- verifying, guaranteeing, and optimizing the quality of the various services offered in all departments with a friendly and respectful attitude, with availability and an assiduous presence in the field.
- report of daily operations activities to the managing director
- assuring the functions of the managing director in his absence.
- communication of internal information effectively with all departments involved, procuring good and healthy interdepartmental relations.
- proposal of new projects, coordinating its implementation, and monitoring its execution.
- to keep excellent relationships with suppliers, customers, and associates at all times.
- guaranteeing that all customer complaints are resolved quickly and efficiently
- establishment of a strong relationship with guests throughout their stay, assuring their satisfaction.
- monitoring the "trustyou" customer satisfaction surveys (answers, analytics and implementation of procedures) in the property alongside the managing director.
- to bring to life the commercial action plan in the property to develop its turnover.
- constantly assessing market trends (local, national, and international), suppliers and other hotel/restaurant activities to ensure that the hotel remains competitive.
- creation of annual goals for the property and for each leading member of the team.
- definition of control criteria and performance of qualitative and quantitative audits.
- training, motivation, evaluation, mentoring, and direction of associates and managers to achieve set goals.
- maintenance of excellent relationships with all associates.
- mastering the techniques of oral negotiation to obtain positive results for the activities in the property.
- effective communication with guests, superiors, subordinates, or associates, specifically in situations of intense emotion.
- protection of the privacy of guests and hotel information.
- not limiting himself to giving and receiving instructions, but interacting with people, in particular with supervisors, subordinates, associates and guests while carrying out assigned tasks.
- execution of diverse tasks which may frequently change in nature, while maintaining a constant quality without losing efficiency or self-control.
- meeting deadlines despite unforeseen events.
- thinking clearly, while remaining calm, and solves problems using common sense.
management
- recruitment and selection of staff from all departments based on their job descriptions, knowledge, and skills.
- verifying the correct planning of all departments and ensuring the adequacy between the staffing guide and the occupancy rate of the hotel.
- procuring the development of associates' skills, providing support to their professional development, highlighting the relevance of training for everyone.
- encouraging all teams to be creative and innovative to optimize the quality of the services offered.
- promotes and highlights the importance of maintaining a good work environment in the property with managers, leaders, and associates.
- development of training plans in collaboration with the talent and culture department.
- follow up of the results of the opinion survey carried out among employees and ensures that relevant changes are implemented to meet goals.
health safety environment
- supervising the maintenance of equipment and furniture, reliability of equipment and ensuring the follow-up of technical interventions.
- ensuring compliance with health and safety procedures.
- fulfilment of the environment and sustainability policies as an active member of the sustainable development policy.
- ensures that all associates follow all local rules, policies and regulations relating to fire and the safety of property and people.
food and beverage
- participates with the executive chef in the development of menus, purchasing, and updating of technical sheets.
- planning of menu changes, definition of prices and orchestration of work in coordination with the executive chef.
- constantly ensuring the quality of products served to customers and its rectification when necessary.
- supervises food and beverage operations and informs the managing director of decisions taken.
- control and analysis of:
- sales and costs
- quality and presentation of dishes
- service standards
- conditions and cleanliness of equipment and materials
- customer satisfaction
- marketing
- verification of the food and beverage budget and ensures the profitability of all points of sale.
- commitment to respecting and defending the philosophy of the company regarding recruitment, relati