Hotel Manager Jobs

About The Position

Requirements

• Diploma in Hotel Management and / or Butler Accreditation or an equivalent combination of education and work-related experience.
• Minimum five-year experience in a similar role / capacity.
• Proficiency with IT systems including Opera, Alice, KnowCross, and Microsoft Office Suite
• Exposure to 5-star and or ultra-luxury hotel environment essential
• Culturally sensitive and able to able to work with a multicultural team
• Able to drive with passion and lead with inspiration
• General Skills: Must be able to perform job functions with attention to detail, speed, and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
• Technical Skills: Familiarity with yields management and cost controls; ability to perform job functions with attention to detail, speed and accuracy, prioritize and organize, be a clear thinker, remaining calm and resolving problems using good judgment, follow directions thoroughly, understand guest’s service needs, work cohesively with co-workers as part of a team, work with minimal supervision, maintain confidentiality of guest information and pertinent hotel data, ascertain departmental training needs and provide such training, direct performance of staff and follow up with corrections when needed, input and access information in the property management system/computers/point of sales system.
• Language: Required to speak, read and write English, with fluency in other languages preferred.
• Physical Requirements: Must be able to exert physical effort in transporting 50 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
• Licenses & Certifications: Clean driving record is a must.

Nice To Haves

• Island-Resort experience is preferred.

Responsibilities

• Direct supervision of the Guest Relations Manager, and Guest Experience Agents, scheduling the roster and coordinating agents’ assignments to Hale and Ohana Suites.
• Assist with training the guest relations and guest experience teams to fulfil the responsibilities
• Receive guests in a professional and friendly manner, exceeding guest expectations from arrival through to departure
• Act as a point of contact for the guest during their stay, assisting with any arrangements or requests of the guest. To meet all guests personally during the stay, where possible.
• Identify and anticipate guest needs and ensure a personalized service is provided
• Liaise with the Front Office, Guest Relations, Concierge, Housekeeping and any other relevant department or team to fulfill all requests or guest recommendations, including. in room dining, restaurants, laundry, spa bookings, special occasions, outside excursions.
• Maintain up to date knowledge of the Hale / Ohana in-room facilities, services, and technology
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Update guest profiles in Opera and ensure feedback is communicated through KnowCross.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• To increase guest interaction and to drive the Guest Service Index score of the property.
• To regularly inspect the quality of service provided by all guest experience agents, and to ensure that all services are delivered according to standard.
• To take appropriate action to resolve all guests’ complaints in a timely manner ensuring all standards are met.
• Inspect grooming and attire of staff; rectify any deficiencies.
• Complies to the company policies.
• Works within all pre-set budgetary limits.
• Takes on other tasks in addition of the ones stated, in a reasonable framework.
• Develops and updates policies and manuals, as related to the division/department, for implementation in the field, while ensuring compliance to the same for consistency across the group.
• Actively participates in and leads recruitment and talent development for the division/department, to meet both current and future needs.
• Is a “brand ambassador” at all times and ensures brand integrity and clarity are always maintained.
• Models the company’s culture, vision, mission and core values at all times.