Company Description
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining an Accor brand, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.
Do what you love; care for the world; dare to challenge the status quo! #BELIMITLESS.
Job Description
This position is responsible for the planning, supervision and management of all sections of rooms department to ensure that the overall service standards delivery is maintained in accordance to the Hotel’s strategic plan and standard.
Under the guidance and supervision of the general manager, and within the limits of the established Movenpick Waterpark Resort Soma Bay policies and standard, his/her responsibilities are to provide efficient, personalized, courteous and punctual service and to practice up-selling techniques. To work with a team spirit and to ensure that each guest leaves the property fully satisfied and with the wish to return back.
SCOPE
Must be thoroughly familiar with all Accor corporate and local Operational Standards and ensure they are followed. Must assist all the guests with their needs and enquiries according to our hotel standards in order to ensure guest satisfaction in the accomplishment of their objectives. Must assist in accomplish obligations and goals as outlined below:
- Prepare and analyze monthly P&L and month-end reports of the department, identify deviation from business plan goals.
- Work with the Finance in the preparation and management of the department’s budget and financial forecasts.
- Participate in management meetings to review progress towards achievement of business plan goals and develop the annual business plan related for the department.
- Coordinate with Reservations, Sales & Marketing departments to work on appropriate strategies to enable the company to make sound business decisions and meet business plan goals.
- Tour hotel daily, audit team members’ adherence to hotel policies and procedures in all phases of service and job functions. Follow up with designated personnel when needed.
- Conduct line-ups, review all information pertinent to the day’s business
- Conduct weekly meetings with divisional managers and review all information pertinent to the week’s business
- Review departmental/divisional profits, payroll expenses, rooms’ expenses, cost per occupied room, previous day’s occupancy and room revenues
- Analyze market trends and review clientele to work on upsell opportunity to increase the hotel’s revenue
- Monitor and handle guest complaints in an expedient and effective manner
- Anticipate sold-out situations; assist in locating alternative accommodations for guests and assist in following up with guests in accordance with hotel policies and procedures
- Review all out-of-order rooms daily with respective departments to determine most status and estimated date for return to room inventory
- Monitor monthly status of all accrual categories, i.e., linen, bathrobes, uniforms, etc.
- Ensure prompt and efficient follow up on guests’ requests. Ensure communication with other departments is efficient according to hotel standards.
- Monitors timing on guest response for working orders and take actions for enhancing it.
- Shares with all departments heads performance results and works together to find solution for enhancing performances.
- Ensure that telephone standards are met.
- Conducts, daily, rooms’ inspections to ensure that guests’ expectations are met.
- Meets repeated guests to ensure a memorable stay throughout hotel facilities.
- Act as link between the guests and the other services to enhance the guests’ recognition throughout the resort.
- Promotes throughout the departments and holds regular meetings.
- Monitor and enhancing guests feedback results in “staff responsiveness to guest’s needs”.
- Evaluates staff and carries out performance appraisals as required.
- Conducts daily briefings and monthly meetings.
- Takes part in hiring, counselling and dismissing of staff
- Plan for future staffing needs
- Interview, select and recruit direct reports
- Identify and develop team members with potential. Mentor and train appropriate employees for upward growth
- Constantly monitor team members’ appearance, attitude and degree of professionalism
- Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business
- Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service
- Prepare payroll and gratuity reports
- Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication
- Be well versed in hotel fire & life safety/emergency procedures
- Attend all briefings, meetings and trainings as assigned by management
- Always maintain a high standard of personal appearance and hygiene
- Perform other reasonable duties assigned by the Management of the Hotel
Qualifications
- Degree in Tourism & Hospitality Management
- Minimum 3 years of relevant experience in a similar capacity
- Excellent reading, writing and oral proficiency in English language
- Ability to speak other languages and basic understanding of local languages will be an advantage
- Good working knowledge of MS Excel, Word, & PowerPoint
- High degree of professionalism with sound human resources management and business acumen capabilities
Additional Information
- Good communication and customer contact skills
- Service oriented with an eye for details
- Ability to work effectively and contribute in a team
- Self-motivated and energetic
- Well-presented and professionally groomed at all times
