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Hotel Operations Manager

2 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia IHG Hotels & Resorts Full time
Job Summary

We are seeking a highly skilled and experienced Hotel Operations Manager to join our team at IHG Hotels & Resorts. As a key member of our hotel management team, you will be responsible for the day-to-day leadership and direction of the hotel, with a focus on maximizing sales and revenue, driving financial returns, and delivering exceptional guest experiences.

Key Responsibilities
  • People Management
    • Develop and implement programs to increase team engagement and alignment with our hotel's service philosophy.
    • Establish performance and development goals for team members, providing mentoring, coaching, and regular feedback to enhance performance.
    • Oversee HR-related actions in accordance with company rules and policies.
  • Guest Experience
    • Demonstrate brand citizenship by maintaining compliance with all required brand and service standards.
    • Drive improvement in guest satisfaction goals, collaborating with colleagues and hotel team members to establish and implement services and programs that meet or exceed guest expectations.
    • Speak to guests, asking for their feedback and building relationships.
  • Financial Management
    • Prepare annual capital, cash flow, and sales and marketing plans to accurately forecast budgets.
    • Analyze financials to drive revenues, future profitability, and maximum return on investment.
    • Use distribution channels and technology platforms to drive revenue and maximize market share.
    • Lead capital plans and asset management initiatives, including working with owners to maintain or improve property's market leadership position.
  • Responsible Business Practices
    • Ensure a safe and secure environment for guests, colleagues, and hotel assets.
    • Act as a public relations representative to raise awareness of the hotel and brand in the local community.
    • Drive team member involvement in community organizations, activities, and businesses.
    • Develop and carry out action plans to be environmentally conscious, taking steps to reduce the hotel's carbon footprint.
    Requirements
    • Bachelor's degree or higher education qualification in Hotel Administration, Business Administration, or equivalent.
    • Five to ten years of prior hotel management experience, or equivalent combination of education and experience.
    • Ideal experience as a General Manager in a City Centre Kuala Lumpur hotel.
    • Fluent Malay and English language skills.