Luxury Hotel Operations Manager

4 days ago

Doha, Baladīyat ad Dawḩah, Qatar IHG Hotels & Resorts Full time
Job Description">

We are seeking a seasoned Rooms Division Manager with luxury and lifestyle brand hotel experiences to join our team in Doha.

The ideal candidate will have at least three years of guest service or hotel experience, including at least two years in a mid-management role, or an equivalent combination of education and experience.

Key Responsibilities
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  • Oversee night audit function and validation of daily financial reports.
  • Prepare and submit statistical, performance, and forecast analysis and reports as required.
  • Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control.
  • Use company systems and processes to maximize revenue. Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.
  • Direct day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
  • Educate and train team members in compliance with brand standards, service behaviours, and governmental regulations. Ensure staff has the tools, training, and equipment to carry out job duties.
  • Promote teamwork and quality service through daily communication and coordination with other departments.
  • Recommend and/or initiate disciplinary, or other staffing/human resources-related actions in accordance with hotel or company rules and policies.
  • Ensure colleagues provide guests with prompt service, professional attention, and personal recognition.
  • Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest feedback and build relationships that drive continuous improvements in guest satisfaction.
  • Conduct routine inspections of rooms, public areas, housekeeping, and spa and recreation operations taking immediate actions to correct any deficiencies.
  • Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals.
  • Communicate all pertinent information related to the expected arrival and departure of VIPs and other key guests, or other special guest needs to appropriate departments.
  • Regularly audit/spot checks all financial transactions to ensure governmental regulations and data privacy requirements are met.
  • Form part of the crisis management team.
  • Develop awareness and reputation of the hotel and brand in the local community and promote team member involvement in community outreach efforts.
  • Support the overall strategic management of the hotel by establishing effective working relationships with senior colleagues.
  • Actively participate in key management issues such as capital projects, refurbishment, training, and guest service.
  • Analyse costs monthly and prepare action plans for cost per occupied room, payroll, and other expenses.
  • Manage all direct reports professionally, encouraging good teamwork and operations.
  • Make or approve appropriate annual/quarterly/monthly budgets, targets, and work plans for each direct report.
Requirements
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  • Three years of guest service or hotel experience, including at least two years in a mid-management role, or an equivalent combination of education and experience.
  • Your problem-solving skills will turn issues into opportunities, so every guest leaves with great memories.
  • Approachable - guests will need to come to you with concerns as well as compliments, so you'll be easy to talk to.
  • Proficiency in Opera (PMS) and the Microsoft Office Suite is required.
  • Fluency in English - extra language skills would be great, but not essential.
  • Literate and tech-savvy - you'll need a good grasp of reading, writing, basic math, and computers.
  • Flexibility - night, weekend, and holiday shifts are all part of the job.
  • You'll have a university degree.

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