Job Summary
Functions as the primary strategic business leader of the property with responsibility for all aspects of the operation, including guest and employee satisfaction, people and culture, financial performance, sales and revenue generation. Responsible for the implementation of COMO Hotels and Resorts brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations, increased profit and market share. Holds property leadership team accountable for strategy execution, and guides their individual professional development. Support and contribute to COMO's sustainability goals by implementing environmentally responsible practices within your roles and departments.
Key tasks
Operations Responsibilities
- Stays current with industry trends and monitors strengths and weaknesses of competition. explores new business opportunities. Develops business plans designed to maximize property customer satisfaction, profitability, and market share. Ensures property business plans are aligned with COMO Hotels and Resorts brand strategies.
- To have programs in ensuring compliance with all legal requirements, such as Data Privacy compliance, alcohol licensing, Health and Safety, Labour Law, etc on an ongoing basis
- To respond properly to and take the lead in any emergency or safety situation as well as ensure the proper control and instruction of said emergency procedures in the properties.
- Oversight and planning of annual capital budget, projects and infrastructure improvement
- To establish and maintain close working relationships with Head of Departments to ensure maximum cooperation, productivity, employee morale and guest experience.
- To develop relationships with clients, return guests, etc., to provide maximum, personalised guest experience.
- To champion guest experience by managing guests feedback in all forms from verbal, written to on-line review platforms and respond in an appropriate and timely manner
- To initiate improvements in overall operations with an emphasis on increasing guest satisfaction, total revenue improvement, whilst optimising costs of doing business.
- To maintain the desired standards of quality, service, cleanliness, and controls by reviewing activities and carrying out property inspections taking corrective action where required on an ongoing basis.
- As a brand ambassador, ensure proper image is maintained by employees by being an exemplary example with respect to guest experience, service, behaviour, grooming and uniform standards.
- To actively support and participate in all companywide programs, policies and procedures
Business and Sales Responsibilities
- Reviews business related data such as market share, financial performance, inventory and guests satisfaction.
- Analyses business information to proactively address changing market conditions, ensure property operates within budgetary guidelines, and achieves profit margin goals.
- Uses business information to identify indicators of product and service successes and opportunities for improvement. integrates business information into business plans.
- Contribute to the development of the annual sales and marketing plan, capitalising on all areas to increase revenue and profile of property.
- Analyses revenue and occupancy forecasts by working closely with Revenue and Sales to maximise occupancy, rate, and revenue.
- Work closely with Sales and Marketing to ensure that the profile of property is consistently raised and activities are in place as dictated by business levels.
Financial Responsibilities
- To monitor, analyse and control operational expenses and costs, such as payroll, utility, cost of sales and departmental expenses, and take action as necessary to realise full profit potential.
- To keep Head Office notified of any fluctuations in business levels whilst making recommendations to these fluctuations.
- To lead annual budgets discussion and set rationale for revenue and expenses, taking corrective action through the year to maximize profit.
- To ensure timely completion of monthly P&L reports and Monthly Executive Summary in an accurate manner.
Leadership Responsibilities
- To follow Company recruitment and selection procedures to ensure that the best qualified candidates demonstrating passion, creativity and style are hired and trained in all areas of their responsibility.
- To support COMO Hotels and Resorts philosophy towards employee development and to ensure the effective promotion of this philosophy in all properties.
- Ensure that managers are carrying out effective performance review and performance development planning with employees in line with regular timelines, and that employee development needs are captured and addressed
- Actively involved in the local community and builds strong relationships with local officials, businesses, and customers. Represents COMO Hotels and Resorts brand values in all leadership actions.
- Work with Planning Committee members to develop and retain high potential talent for future growth of COMO Hotels and Resorts
- To ensure open communications with employees with special emphasis to ensure that all employees are coached and trained in these matters.
- To create conducive environment for high performing employees by displaying fair treatment of all employees at all times, with particular respect to employee disciplinary or coaching action.
- To build harmonious working relationship with government, travel bureau, local communities and suppliers
- To actively participate at meetings including Revenue Strategy Meetings, Planning Committee Meetings and Employee Meetings
- To display a high degree of professionalism and integrity as befitting leader within COMO Resorts and Resorts.
- To undertake any other reasonable duty that may be assigned by the Owners or Executive Committee members from COMO Resorts and Resorts Head Office.
Requirement
- 10+ years of luxury hospitality experience.
- Demonstrates outstanding leadership
- Excellent inter-personal skills and networking skills within the community
- The ability to delegate responsibilities, organise complex projects, and establish priorities consistent with the hotel's short term and long term objectives
- Possesses strong business and commercial acumen along with excellent people management and development skills.
- Effective project management skills.
- Superior communication skills (both verbal and written).
- Awareness of key marketplace and industry trends relative to customer and consumer behaviour.
- High degree of collaborative and team management skills, ensuring agreement and buy in at all organisation levels.
- Appreciation for the luxury ecosystem beyond hospitality
