Hotel Manager

3 weeks ago

Cameron Highlands, Malaysia Hotel Casadela Rosa Full time

**Company Overview**:
Nestled in the heart of the picturesque Cameron Highlands, Hotel De'La Ferns is a boutique gem, renowned for its timeless elegance and personalized service. Surrounded by lush greenery and mist-kissed landscapes, our hotel is a sanctuary where guests find solace in nature's embrace while experiencing the epitome of refined hospitality.

**Key Responsibilities**:
**Operations Oversight & Backup**:

- Work with and coordinate daily activities across all departments (including F&B), however the main focus will be Room Division (FO & HK) to ensure smooth operations.
- Act as the point of contact for any issues or emergencies that arise during the shift.
- Be ready to jump in and assist in Front Office or Housekeeping or F&B to assist in operational breakdown or additional support needed **during emergencies**

**Guest Services**:

- Provide exceptional customer service and address guest inquiries and concerns in a timely and professional manner.
- Ensure all guest requests are handled promptly and efficiently.

**Team Leadership**:

- Direct and guide front-line staff, including front desk agents, housekeeping, and maintenance teams.
- Have briefing with room division department to communicate goals, objectives, and immediate feedbacks

**Shift Management**:

- Oversee staffing schedules and assignments to ensure adequate coverage for all shifts.
- Handle shift changes, breaks, and allocate resources effectively.

**Conflict Resolution**:

- Address and resolve guest complaints or issues, finding suitable solutions to ensure guest satisfaction.
- Mediate and resolve any conflicts or issues among staff members.

**Revenue Management**:

- Monitor room rates, availability, and occupancy levels to optimize revenue.
- Implement strategies to maximize room revenue through upselling, cross-selling, and yield management.

**Online Review Management**:

- Implement strategies for online review solicitation and management to enhance the hotel's reputation.

**Customer Recovery**:

- Address guest concerns or complaints promptly and professionally, ensuring a satisfactory resolution mainly during check out times, or anytime if arises

**Safety and Security**:

- Enforce safety and security protocols to maintain a safe environment for guests and staff.
- Conduct regular checks of the property to identify and address potential hazards.

**Emergency Response**:

- Act as the first point of contact in the event of emergencies, coordinating response efforts and ensuring guest safety.
- Implement emergency procedures and conduct regular drills.

**Housekeeping Oversight & Quality Assurance**:

- Monitor and uphold quality standards for service delivery, cleanliness, and maintenance throughout the hotel.
- Assist in HK operations to ensure all rooms are up to hotel standards
- Conduct regular inspections to ensure adherence to brand and hotel standards.

**Training and Development**:

- Provide training, coaching, and mentorship to staff to enhance their skills and knowledge.
- Identify opportunities for skill development and career advancement for team members.

**Inventory and Supplies Management**:

- Oversee inventory levels for supplies and amenities, ensuring adequate stock levels are maintained.
- Coordinate with relevant departments to restock supplies as needed.

What You need to succeed in this role
- Customer Service Orientation
- Communication Skills (Verbal and Written)
- Leadership
- Problem-Solving
- Familiarity with IDB PMS and PoS system is additional advantage
- Conflict Resolution

Pay: RM4,000.00 - RM5,500.00 per month

Schedule:

- Day shift
- Evening shift
- Holidays

Ability to commute/relocate:

- Tanah Rata: Reliably commute or willing to relocate with an employer-provided relocation package (required)

Application Question(s):

- How many years of sales experience do you have in planning and overseeing sales department?
- How many years of operational experience in handling the operations of the hotel, from FO,HK, Kitchen? Please state the years and the type of experience you have

**Experience**:

- Hotel Manager: 3 years (preferred)

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