What are the responsibilities and job description for the Hotel Manager position at The Langham?
Job Summary
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PRIMARY OBJECTIVE OF POSITION:
Assist the General Manager to manage the entire hotel operations. Communicate the Company direction and goals to the subordinates and motivate the team to achieve best possible level of profitability.
Requirement
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RESPONSIBILITIES AND JOB DUTIES:
· Provide leadership and support to the hotel operational and non-operational departments.
· Provide inspirational expertise and innovative ideas to all colleagues
· Act with integrity, including being honest and candid while still maintaining the confidentiality of information where required or consistent with company’s policy.
· Assume responsibility for the safety & security of all hotel guests & colleagues.
· Assume responsibility for the day to day running of the hotel
· Observe both the form and spirit of laws and governmental rules and regulations, accounting standard and company policy.
· Provide GM with constant feedback on operational and guests issues
· In absence of General Manager assume his/her responsibilities.
· Is an active member of the Executive Committee
· Constantly seeks new procedures, methods and policies, which could improve business results and servicing at all operational departments.
· Anticipate business and operations needs of the outlets. To discuss and participate with the managing Director and Director of Sales & Marketing to develop strategic marketing plans for the hotel.
· Assist and provide guidance in setting financial objectives, operating & capital budgets with the respective department heads.
· Supervise the function of all Rooms Division colleagues, facilities, sales and costs to ensure maximum departmental profit is achieved.
· To be aware of the financial aspects of the Sales & Marketing Department for day to day operations.
· Control Operating expenses, payroll and staffing levels through planning of needs and review of purchase orders and labor productivity standards for day to day operations.
· Attend department heads meeting and other meetings for future planning.
· Conduct daily briefings and monthly meetings to monitor the operations, service standards, as well as review general business performance with monthly KPI reviews with all departments.
· Visits all departments daily and observes routine activities. Responsible for the smooth running of day-to-day rooms or/and F&B functions of the hotel.
· Conduct quality checks with regards to the Room, Public Area and F&B outlets.
· Review the daily financial performance and attend to all matters pertaining to the well being and efficient operation of the hotel on a daily operational basis.
· Keep the General Manager well informed of daily happenings.
· Work closely with other departments to ensure groups and special functions are handled smoothly.
· Constantly keep General Manager informed of colleague problems, guest complaints and any emergencies such as fire and death.
· Review, design and constantly develop better service procedures and work flows of all operating departments on a continuous basis. Ensure the successful implementation of all company and departmental procedures and work flows. Lead the teams to ensure the highest quality of service and production at all times.
· Perform regular inspection of rooms, public areas and F&B outlets including function spaces to ensure the areas attaining a high standard.
· Compare the service quality with other competitive hotels and inspire the section heads to create appropriate recommendations.
· Ensure corporate policy and internal department procedures are always applied.
· Motivate the department heads, section heads and colleagues in providing personalized service to guests so as to gain an advantage over other hotels in the same category with “Memorable Service techniques and services.”
· KOG and BGM score cards, guest room comment cards review.
· Control and analyze, on an on-going basis, in order to optimize the following:
o LQA audit and mystery shopper reports
o Quantity requirements of Rooms FF&E
o Quality levels of product and service in Rooms, Food & Beverage Department and the minor operating departments
o Quality League practices and to use the Langham Logic for key improvement programs
o Guest satisfaction index review
o Merchandising and marketing within the operations to support such activities
o Operating costs
o Sanitation and hygiene
o Maintenance
· Conduct performance appraisals with the key Department heads and manage their performance.
· Identify the strengths and weaknesses of respective Department heads. Develop their full potential to achieve the Company’s goals.
· Co-ordinate with the Director of Human Resources to conduct such functions as interviewing, hiring, colleague orientation, performance appraisal, coaching, counseling to ensure appropriate staffing and productivity.
· Co-ordinate with the Director of Human Resources in order to develop and implement formal training plans for all the operational departments as to improve or even examine all possible standards of operations based on relevant surveys such as guest service surveys.
· Monitor the Security Manager to ensure a secure environment for both guests and colleagues.
· To work closely with the Director of Food & Beverage and the Chief Engineer to ensure the appropriate maintenance programs are carried out carefully.
· Ensure all Occupational Health & Safety measures are in place. Review and monitor the well-being of the guests and colleagues.
· Liaise with Building Management for open communication and coordination of common services
· Greet VIP guests and regular guests to promote the hotel’s goodwill.
The above job description may be amended from time to time with mutual agreement and you may be need to perform any duties assigned by the Management deemed necessary.
SPECIAL SKILLS REQUIRED:
· High-level market awareness with entrepreneurial mind.
· Prompt and systematic decision making skills with analytical power.
· Strong leadership skills in quality hotel operations.
· Independent & ability to work under pressure.
· Good delegation & interpersonal skills. Strong yield management skills and ability to instill those in others.
EDUCATION REQUIRED:
Any combination of education, training and experience that provides the required knowledge, skills and abilities necessary to perform duties of the position.
EXPERIENCE REQUIRED:
· At least 10 – 15 years hotel working experience with minimum of 8 - 10 years at senior managerial positions.
· International hotel group working experience, minimum 8 – 10 years in deluxe properties.
· Experience in same position is preferred or previously at a high Executive Committee level in a quality property for 5 years.
· University or post-graduate diploma or equivalent professional hotel training is required.
PHYSICAL DEMANDS:
· Activities include talking, hearing, seeing, feeling, holding, grasping and reaching. Walking and standing are required only occasionally. Lifting 10 pounds, maximum and occasionally lifting and carrying such articles as dockets ledgers and small tools.
· Requires coordinating skills sufficient to determine the time place and sequence of operations or actions.
· Requires handling of objects using body members, hand tools and or special devices to work, move or carry objects or materials.
Terms of employment
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