JOB DESCRIPTION

• Overall Hotel Operations: Oversee and manage the day-to-day operations of the hotel, including Front Office, Housekeeping, Food & Beverage, Maintenance, Guest Services, and all other operational departments. Ensure the property runs smoothly and efficiently to deliver the highest level of guest satisfaction.
• Guest Satisfaction: Champion a guest-first approach and ensure that the hotel consistently meets or exceeds guest expectations. Address guest concerns and complaints in a professional and timely manner, striving to resolve issues and maintain positive relationships.
• Leadership & Team Management: Lead, develop, and inspire the hotel team members. Provide direction, support, and mentorship to department heads, fostering a positive and productive work environment. Encourage professional growth and development through ongoing training and leadership.
• Operational Excellence: Monitor hotel operations to ensure the highest standards of cleanliness, service quality, and maintenance. Identify and implement strategies to improve operational efficiency and guest satisfaction.
• Budget & Financial Management: Assist in the development and management of the hotel’s budget, ensuring efficient allocation of resources. Monitor operating costs, identify opportunities for cost savings, and ensure profitability is achieved without compromising service quality.
• Strategic Planning: Collaborate with the General Manager and the Executive Committee to set short-term and long-term strategic goals for the hotel. Implement and monitor operational plans to meet performance targets and business objectives.
• Quality Control & Standards: Ensure all hotel services, facilities, and operations meet or exceed Rixos Properties’ quality standards. Conduct regular inspections to ensure compliance with cleanliness, safety, and service protocols.
• Staff Training & Development: Work with the People & Culture Department to recruit, train, and develop team members across all departments. Ensure team members are properly trained and equipped to deliver excellent service.
• Health, Safety & Compliance: Ensure compliance with all relevant health, safety, and environmental regulations. Maintain a safe working environment for both guests and team members by adhering to the company’s safety policies and procedures.
• Revenue Management: Work with the Revenue Management and Sales & Marketing teams to maximize occupancy, revenue, and profitability. Implement pricing strategies, promotional offers, and upselling techniques to drive revenue growth.
• Guest Relations & Brand Ambassadorship: Act as a brand ambassador for Rixos Properties, ensuring that every guest interaction reflects the brand’s values and commitment to excellence. Cultivate strong relationships with repeat guests and VIPs to foster loyalty and repeat business.
• Crisis Management & Problem Resolution: Take the lead in managing any operational challenges or emergencies, ensuring that issues are handled efficiently and appropriately. Maintain operational continuity and guest satisfaction during difficult circumstances.
• Reporting & Analysis: Regularly report to the General Manager on hotel performance, financial results, guest feedback, and other key metrics. Analyze data to identify trends, areas of improvement, and actionable solutions.
• Sustainability Practices: Ensure that sustainability goals are met in hotel operations. Encourage environmentally conscious practices across the hotel, including waste reduction, energy efficiency, and sustainable sourcing of materials.

QUALIFICATIONS

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• Minimum of 7 years of experience in hotel management or related roles, with at least 5 years in a F&B leadership capacity.
• Proven experience in managing large-scale operations in the hospitality industry, with a focus on guest experience, operational efficiency, and team development.
• Strong leadership and people management skills with the ability to inspire and motivate teams.
• Excellent communication and interpersonal skills, with the ability to engage with guests, team members, and senior management effectively.
• In-depth knowledge of hotel operations, including front office, housekeeping, food & beverage, and general management practices.
• Strong financial acumen and experience with budget management, cost control, and revenue generation.
• Knowledge of hotel property management systems (PMS), point-of-sale (POS) systems, and Microsoft Office Suite (Excel, Word, PowerPoint).
• Ability to make sound decisions, solve problems efficiently, and handle pressure in a fast-paced environment.
• High level of emotional intelligence with a guest-centered mindset and an ability to maintain positive relationships.
• Strong organizational skills with attention to detail and the ability to multitask.
• Knowledge of sustainability practices and a commitment to incorporating environmentally responsible initiatives into hotel operations.
• Flexibility to work evenings, weekends, and holidays as required.

Please refer the Job description for details