Hotel Manager Luxury Resort

Our client is a family-owned resort with 23 rooms, suites, and villas in Balinese style uniting the privacy of personal accommodations with the service of a 5-star plus luxury resort.

The Hotel Manager reports to the Managing Director (MD) who oversees the total Family Holding of the Group. He/she is responsible for formulating solutions of short/medium/long-term issues and when needed bring to the attention of the MD. The boutique hotel concept focuses on high service standards with an eye for detail, requires a ‘hands-on’ mentality and full work floor presence. Therefore, technical knowhow and experience in the field of operational management is expected.

The Hotel Manager should have an excellent level of commercial awareness, who can build and maintain relationships with internal and external guests. This includes maintaining a high guest-satisfaction level during their stay and dealing with guests personally including any questions and complaints that arise.

Duties and responsibilities:

• Support and work with MT members in all aspects of running the hotel.
• Ensure the Resort is in operative condition to receive & serve the guests. Each department operates effectively as a unit, but more importantly works together with all other departments as one 5-star Luxury Resort.
• Conduct regular MT meetings and attend some of the daily / weekly meetings of the respective teams of these MT members to discuss routine operational matters. Minutes of these meetings are sent to the Hotel Manager.
• In collaboration with Marketing and Sales, develop and execute a marketing and sales strategy to promote the hotel’s services and amenities. To be monitored in collaboration with the MD.
• onduct regular team meetings with all the Department Managers/heads on a necessary basis to discuss routine operational matters, sales targets, guest feedback and action taken for service improvements, and also any staff issues.
• Ensure SOP implementation in all departments and check the same during routine operational checks. Function as consultant and guides wherever required.
• In close cooperation with the Ops director, dealing with Suppliers & Vendors and providing quarterly performance assessment of vendors.
• Monitor and inspect all departments through their respective Managers for cleanliness, ambience, service readiness, staff grooming & hospitality culture.
• Monitor the daily coordination between all departments for smooth & efficient hotel operations.
• Monitor and review guest satisfaction.
• Receive and provide timely and constructive feedback to all direct reports as and when required either formally or informally.
• Monitor and maintain operation & overhead cost in order to optimize operational revenue;
• Meet all department managers to review & plan staff training.
• In joint effort with HR and department heads; acquire, filter and select management staff of the operational departments. Ensure an adequate and stable employee structure per department is in place, within budget (cost).
• Be available on call 24 hours a day, 7 days a week to resolve any urgent problems or emergencies.