KEY ROLES AND RESPONSIBILITIES:

• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.

• Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer.

• Analyzes contemporary service issues and identifies trends.

• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.

• Works with hotel management team to develop an operational strategy that is aligned with the brand's business strategy and leads its execution.

• Champions the brand's service vision for product and service delivery and ensures alignment amongst the hotel leadership teams.

• Develops systems to enable employees to understand guest satisfaction results.

• Communicates a clear and consistent message regarding departmental goals to produce desired results.

• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.

• Responds to and handles guest problems and complaints.

• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

• Creates an atmosphere in all hotel areas that exceeds guest expectations.

 PERSONAL ATTRIBUTES

 

• Luxury hotel/resort experience with good understanding of the market
• Strong operational (Rooms and Food & Beverage) experience preferred
• Able to lead expatriates and local colleagues effectively
• Fluency in English language; ability to speak and present clearly and effectively
• Fluency in a second language (e.g. German, French, Russian, Mandarin and etc) preferred 

 

 QUALIFICATIONS

 

• Bachelor’s Degree from reputable hotel schools preferred

EXPERIENCE

• 10 years’ progressive experience in 5 star luxury hotels and resorts.
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Alisa Rakhubovskaya

Professional Recruiter

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