Hotel Manager

JOB OVERVIEW

The Hotel Manager (HM) will have a decision-making power to determine the next best thing for the business. The HM will be leading the development phase including stakeholder management, design and operation advice to consultant team and contracting team.

During the pre-opening, the HM will lead the forming of the operation team and preparation for the official launch.

Post-opening, the HM will direct the overall operation of an assigned hotel to maximize performance, profitability and return on investment by creating a positive and productive work environment and ensuring superior guest service and compliance with quality and operational standards.

At Bay Hotels & Resorts we “Putting people first, pursuing excellence, embracing change, and acting with integrity” which means we need you to:

• Be charming by being approachable, having confidence and showing respect.

• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.

• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

• Do the right things at all the time.

DUTIES AND RESPONSIBILITIES

Financial related:

 Has a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable

 Participate in the preparation of the Hotel/ Resort’s Strategic Plans, budget’s meeting, P&L meeting

 Establish and interpret key performance indicators to manage the department, consistently takes

into accounts financial implications of business decisions and recommendations

 Educate, train and motivate the teams to achieve department and hotel revenue goals. Ensure

staff has the information, datas, tools and equipment to successfully carry out job duties

 Be responsible for the Hotel/ Resort’s P&L

 Develops and monitors the performance of financial and operational plans which support the

overall objectives of the Hotel/ Resort and operating division; develops the annual budget and business plan, and makes recommendations for capital improvements to enhance the assets of the Hotel/ Resort and ensure brand loyalty

 Oversees the development and execution of marketing plans and yield management efforts to maximize revenue generation, RevPAR and occupancy levels. Maximizes room revenues and profits by anticipating and planning for market shifts. Ensures the development of strategic marketing opportunities and tactical sales plans

 Maximizes food and beverage revenues by ensuring optimal use of banquet/outlet space and most

cost-effective management of the hotel's food and beverage outlets

 Provides regular and adhoc information and status reports to owner/ regional operating team as requested on the financial and operational performance of the Hotel/ Resort against plan

 Measures the effectiveness of broad-based marketing plans and yield management efforts to

maximize the number of market segments reached, and to diversify the sources of revenues

People related:

 Become familiar with the Bay Resort Hoi An’s employee handbook and Collective

Labor Agreement (KKB), follow the rules of the agreement.

 Manage day-to-day activities, plan and assign work, and establish performance and development

goals for team members. Provide mentoring, coaching and regular feedback to help manage

conflict, improve team member performance, and recognize good performance.

 Work with Human Resources on manpower planning, performance management and talent

Management

 Lead by example, promote teamwork and quality service through daily communication and

coordination with key department heads.

 Works closely with regional operating team in ensures optimum staffing levels relative to volume

and productivity levels in all areas of the hotel.

 Maximizes training initiatives and plans to drive efficiencies and enhance operating and service performance of the hotel

 Establishes and maintains a proactive human resources function to ensure employee motivation,

training and development, pay and benefit administration, and compliance with policies and

procedures and local labor regulations. Fosters positive employee/labor relations with employees

and local bargaining units (as applies)

 Fosters the development of a positive work environment for all employees. Mentors all levels of

employees through formal and informal meetings, discussions, and performance feedback

 Works effectively with staff to address cultural and/or work environment issues so as to affect

positive employee and guest experiences

Guest service related:

 Providing leadership and strategic planning to all departments in support of the service culture.

 Oversees the delivery of superior services to all guests ensuring the utmost quality and care is

delivered including prompt response to requests and the effective resolution of all complaints to

the satisfaction of guests

 Ensuring that guests are satisfied with the service and ensuring all guest experience unique and customized experiences

 Ability to negotiate with all stakeholders, and to create, maintains and develops excellent customer relationship.

 Develop and update department SOPs (Standard Operation Procedure), JD (Job description) and

implement it to enhance the guest experience

 Ensures that product quality and service standards are met in all areas of the hotel as pertains to physical appearance, maintenance and cleanliness. Establishes and maintains preventative maintenance programs to protect the physical assets of the hotel

Other Responsibilities:

 Develops and maintains rapport with key community contacts to ensure a visible presence in the local community. Ensures the handling of community/media related inquiries in the most effective

manner, while referring sensitive matters to regional and corporate media/communications offices

 Oversees the security function to ensure a safe and secure environment for guests, employees,

and hotel assets. Ensures compliance with brand standards

 Be responsible in keeping our property safe and secure, to participate in any hotel activity related

to Fire Life safety.

 Be responsible in protecting the environment such as the trees, the sea, and the special species

 Be aware of duty of care and adhere to occupational, health and safety legislation,

policies and procedures.

 Be familiar with property, first aid and fire and emergency procedures and operate equipment safely and sensibly.

 Initiate action to correct a hazardous situation and notify supervisors of potential dangers.

 Log security incidents and accidents in accordance with Hotel/ Resort’s requirement

 Follow all other instructions / rules and regulations that issued by the hotel.

Perform any other duties which may be assigned by the management from time to time.

QUALIFICATIONS AND REQUIREMENTS

Required Skills:

 A strong background in operating hotels in a competitive market.

 An outstanding leadership style that engages the team to drive for results.

 A strong understanding of the market and ability to maximize profit.

 A sound business acumen.

 A passion for delivering superior results.

 A commitment to transfer knowledge.

 An ability to manage complex relationships

 Excellent communication in English for written and spoken and negotiation skill.

 Self-discipline and proactive with strong critical thinking, problem-solving and drive to succeed.

Qualifications:

 Bachelor’s degree in Hotel Administration, Business Administration or equivalent

Experience:

 5 to 10 years of general management experience in a high-level operations role or some prior general management experience, or an equivalent combination of education and experience.

 Come from the luxury hospitality management industry with proven track records regionally and preferably in Vietnam.

KEY RELATIONSHIPS

 Key Internal Relationships: Corporate Employees, Hotel Executive Committee Members and Department Heads in the Hotel/ Resort.

 Key External Relationships: Interacts with guests and individuals outside the hotel including, but not limited to, current and potential clients, owning company representatives, suppliers, competitors and other members of the local community.

 Employees supervised: All member in the Hotel/ Resort

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