-Provide leadership and support to the hotel operational and
-Provide inspirational expertise and innovative ideas to all
-Act with integrity, including being honest and candid while still
maintaining the confidentiality of information where required or
consistent with company's policy.
-Assume responsibility for the day to day running of the hotel.
-Spearhead the on-going evaluation and implementation of all Forbes
5 Star standards.
-Assume responsibility for the safety & security of all hotel
guests & colleagues.
-Observe both the form and spirit of laws and governmental rules
and regulations, accounting standard and company policy.
-Provide Managing Director with constant feedback on operational
and guest issues.
-In absence of Managing Director assume his/her
-Is an active member of the Executive Committee.
-Constantly seeks new procedures, methods and policies, which could
improve business results and servicing at all operational
-Anticipate business and operations needs of the outlets. To
discuss and participate with the Managing Director and Director of
Sales & Marketing to develop strategic marketing plans for the
-Assist and provide guidance in setting financial objectives,
operating & capital budgets with the respective department
-Supervise and coach the function heads of Rooms Division and Food
& Beverage. Oversee managers, colleagues, facilities, sales and
costs to ensure maximum departmental profit is achieved.
-To be aware of the financial aspects of the Sales & Marketing
Department for day to day operations.
-Control Operating expenses, payroll and staffing levels through
planning of needs and review of purchase orders and labor
productivity standards for day to day operations.
-Attend department heads meeting and other meetings for future
-Conduct daily briefings and monthly meetings to monitor the
operations, service standards, as well as review general business
performance with monthly KPI reviews with all departments.
-Visits all departments daily and observes routine activities.
Responsible for the smooth running of day-to-day rooms or/and
F&B functions of the hotel.
-Conduct quality checks with regards to the Room, Public Area and
-Review the daily financial performance and attend to all matters
pertaining to the well-being and efficient operation of the hotel
on a daily operational basis.
-Keep the Managing Director well informed of daily happenings.
-Work closely with other departments to ensure groups and special
functions are handled smoothly.
-Constantly keep Managing Director informed of colleague problems,
guest complaints and any emergencies such as fire and death.
-Review, design and constantly develop better service procedures
and workflows of all operating departments on a continuous basis.
Ensure the successful implementation of all company and
departmental procedures and workflows. Lead the teams to ensure the
highest quality of service and production at all times.
-Perform regular inspection of rooms, public areas and F&B
outlets including function spaces to ensure the areas attaining a
high standard of maintenance.
-Compare the service quality with other competitive hotels and
inspire the section heads to create appropriate
-Ensure corporate policy and internal department procedures are
-Motivate the department heads, section heads and colleagues in
providing personalized service to guests so as to gain an advantage
over other hotels in the same category with "Memorable Service
techniques and services."
-Control and analyze, on an on-going basis, in order to optimize
- Mystery shop reports
- Quantity requirements of Rooms FF&E
- Quality levels of product and service in Rooms, Food & Beverage
Department and the minor operating departments
- Quality League practices and to use the Langham Logic for key
- Guest satisfaction index review
- Merchandising and marketing within the operations to support such
- Operating costs
- Sustainability programs
- Conduct performance appraisals with the key Department heads and
manage their performance.
-Identify the strengths and weaknesses of respective Department
heads. Develop their full potential to achieve the Company's
-Co-ordinate with the Director of Human Resources to conduct such
functions as interviewing, hiring, colleague orientation,
performance appraisal, coaching, counseling to ensure appropriate
staffing and productivity.
-Co-ordinate with the Director of Human Resources in order to
develop and implement formal training plans for all the operational
departments as to improve or even examine all possible standards of
operations based on relevant surveys such as guest service
-Monitor the Security Manager to ensure a secure environment for
both guests and colleagues.
-Ensure all Occupational Health & Safety measures are in place.
Review and monitor the well-being of the guests and colleagues.
-Greet VIP guests and regular guests to promote the hotel's
The above job description may be amended from time to time with
mutual agreement and you may be needed to perform any duties
assigned by the Management as deemed necessary.