• Working with General Manager and management team to develop an operational strategy that is aligned with the hotel’s business strategy.
• Reviewing comment cards, guest satisfaction results and other data to identify areas of improvement.
• Reviewing findings from comment cards and guest satisfaction results with leadership team and ensures appropriate corrective action is taken.
• Evaluating if Operations Team is meeting service needs and provides feedback to operations team.
• Participating in public space walk-throughs with Engineering and Housekeeping to ensure guest rooms, public space and back of the house areas are well maintained and preventative maintenance processes are in place.
• Touring hotel premises on a regular basis speaking with employees and guests to understand business needs and assess operational opportunities.
• Reviewing reports and financial statements to determine the operational performance against budget.
• Communicating a clear and consistent message regarding departmental goals to produce desired results.
• Fostering employee commitment to providing excellent service, participating in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
• Making and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Attending owners meetings and provides meaning or context to the operational and financial results.
• Establishing relationship with owner as a business partnership and supports the relationship between the General Manager and the owner.
• Coaching and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
• Creating an atmosphere in all guests’ touch points that meets or exceeds guest expectations.
• Interfacing with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

Professional Skills
• Excellent communication
• Working well independently and in a team
• Outstanding problem solving abilities
• Clear thinking and good decision making under pressure
• Guest relationship management

Language Skills
Candidates must have a good command of both written and spoken English.

• Candidates must have a full understanding of bar and restaurant operation and accommodation operation background in a management role.
• Candidates must have sound knowledge of liquor licensing and health and safety requirements of the hotel industry.
• Experience in staff management and good leadership qualities, recruitment and rosters (office, food and beverage, housekeeping)
• Experience in front office reservation, back office account and payroll.
• Business sense and knowledge of domestic and international travellers.