Manager – Guest Excellence

PRIMARY RESPONSIBILITIES:

1. Assists the General Manager with the day-to-day operations of a hotel and its facility, including front desk operations, reservations, and concierge and customer services. as well as ensuring all of the normal daily activities run smoothly.

2. Oversees property maintenance and appearances to ensure pleasant presentation of the hotel.

3. Briefs and updates the general manager on hotel goings-on, files, assists in sales and marketing, oversees catering and events at the hotel, handles hotel client needs at an executive level.

4. Ensures compliance of minimum product guidelines as set by Dusit International. Liaises with and obtains approval from Corporate office for any deviations.

5. Provides a professional, advisory and executive support in all aspects of hotel operations to the General Manager to assist in meeting strategic goals of the resort.

6. Participates in Daily Excom Meetings and follow up on all decisions made by the G.M. and the Executive Committee for successful implementation.

7. Monitors, controls and implements procedures as detailed in the hotel policies and procedures manual.

8. Keeps holding a strategic overview and planning ahead to maximize profits.

9. Represents the company’s overall business strategies and works to implement and effect change in the daily work environment.

10. Develops and implements strategies that will ensure efficient integration of the resorts resources with emphasis on cross training and efficient use of manpower.

11. Follows Dusit standard procedure for the appointment of selected personnel together with the HR department.

12. Identifies and solves problems as well as handles customers’ complaints in a timely and professional manners

13. Ensures co-ordination between Engineering, Front Office and Houskeeping for regular maintenance of guest rooms.

14. Reviews departmental programmes and development plans to groom future department heads and divisional leaders. Coaches and counsels management staffs to be able to supervise and guide their subordinates effectively and efficiently. All staff must be ambassadors of the brand at all times.

15. Monitors KPIs for Rooms Division Department Heads and Asst Department Heads, in line with corporate and hotel KPI goals and reviews performance against goals periodically.

16. Ensures that staff assigned in all areas receives all necessary training, observation and shifts in the hotel as part of orientation are scheduled and appropriate mentor assigned, annual training requirements are monitored and staff are in compliance with all required training.

17. Assists General Manager in recruitment and selection of department heads/managers as required.

18. Performs other duties as assigned by General Manager

REPORT LINES & COMMUNICATION

1. Reports to General Manager.
2. Responds to emergencies in the absence of the General Manager.
3. Interacts with Corporate personnel, clients, guests, government officials, and other important individual in the community in promoting the hotel.

JOB REQUIREMENT

1. Minimum education of Bachelor degree in Hospitality, Hotel Management, Business Administration or relevant discipline
2. Minimum of 6 years in hotel management experience in a similar capacity, preferably in a 5 star environment
3. Knowledgeable and proven achievement in key hotel operations; Rooms, F&B. Ideally with sales experience
4. Have excellent communication skills in written and spoken English
5. Ability to solve deal with problems and emergency under stressful situations and communicate effectively with staff and customers.