Proven experience of working across Front of House and Back of House functions ensuring adherence with SOP and quality standardsProven experience of working across Front of House and Back of House functions ensuring adherence with SOP and quality standardsExtensive knowledge and experience in revenue management including budgeting, forecasting, P&L and profit maximisationWorking for a reputable chain of Hotels based in Central London
" Overall responsibility for all staff and headcount performance within the hotel
" Fully responsible for the quality of service and delivery for all services and facilities within the hotel
" Manager and liaise with the hotel Heads of Department (HOD) on operational matters, ensuring HOD retain full accountability for addressing areas of improvement in their departments where necessary
" Support HOD to collectively ensure achievement Key Performance Indicators (KPI) and targets in all areas
" Ensure the premises are in optimum condition to receive and serve guests.
" Conduct regular team meetings with staff to discuss agreed areas of operational focus including security, service quality, KPIs, targets, guest feedback and manage matters arising from meetings, including action plans
" Conduct regular team meetings with HOD to discuss agreed areas of operational focus including security, service quality, KPIs, targets, guest feedback and manage matters arising from meetings, including action plans
" Ensure standard operating procedures (SOP) are developed and implemented in all departments and check compliance with SOP during routine operational checks.
" Liaise with HOD for all Central Service departments including Purchasing, Accounts, Meetings & Events Management, and Human Resources, regarding specific areas of service, quality standards, and service provision as appropriate and necessary
" Conduct scheduled as well as ad hoc audits across all departments to measure compliance with KPIs, targets and quality standards, including service readiness, staff appearance, hospitality culture and guest experience; reporting findings to HOD and Directors
" Develop, in partnership with HOD, service improvement and action plans arising from audits
" Coordinate service between departments for smooth and efficient operations
" Establish guest satisfaction data and develop, with HOD, appropriate improvement plans to address any shortfalls in service quality and/or delivery standards
" Take active role in evolving solutions and interventions in partnership with Marketing, Sales & Reservations and others to enable positive business growth.
" Monitor and maintain operation & overhead cost to maintain maximum revenue to the Company.
" Prepare and submit regular and ad hoc reports to Directors including achievement of KPIs, H&S compliance and any other relevant metrics
LEADERSHIP AND MANAGEMENT
" Lead and manage the senior team at the hotel to ensure their full engagement with and delivery of operational excellence through their teams
" Oversee and ensure all operational staff are effectively managed and monitored to ensure operational excellence
" Create and maintain an inclusive performance and improvement culture
" Drive customer service excellence across all departments through all staff within the hotel
" Take positive action to ensure room occupancy rates achieve a consistent level of 87%
" Take positive action to reduce staff turnover and increase retention across all departments in partnership with HOD
" Support and partner with HOD on all staff matters, including recruitment, retention, employee relations, training & development, career development, and reward & recognition.
" Provide feedback to all staff at hotel to recognise, incentivise and reward high performance
" Provide feedback and support development of appropriate course of action for underperforming staff
" Identify staff training and development needs feeding back to HOD where appropriate or taking immediate interceptive action to generate service, quality or staff improvement
" Embed a culture of continuous professional development across all departments
" Ensure staffing levels are optimised across all departments
Proven experience gained in operational and/or regional management position at a 3 or above star resort, group of hotels or cruise liner
Extensive knowledge and experience in revenue management including budgeting, forecasting, P&L and profit maximisation
Proven experience of collaborative working practices demonstrated across teams/departments to encourage sharing of skills, knowledge, resources and networks
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