Hospitality Manager

Leadership and Team Managements:

• Lead, motivate, and manage a diverse team of guest services professionals across various locations
• Implement a training plan to ensure the team is equipped with the latest hospitality standards and practices.
• Promote and ensure inclusivity within the team, encouraging diverse perspectives and creating a supportive atmosphere for all employees.
• Implement communication strategy with the team, clients, and relevant stakeholders across all the sites.

Operations:

• Oversee all front desk, hospitality, meeting room reservations and switchboard activities, ensuring efficient and exceptional service.
• Develop and implement standard operating procedures (SOPs) for front desk, hospitality, room reservations.
• Ensure a high standard of guest satisfaction by anticipating the guests needs.
• Collect and analyze guest feedback to continuously improve service quality.
• Implement initiatives to constantly improve the overall guest experience

Contract Management:

• Monitor and manage budgets related to guest services operations and drives business performance in the unit.
• Complete period end finance process.
• Prepare regular reports on operational performance and guest satisfaction metrics.
• Ensure compliance with all health, safety, and regulatory requirements.
• Manage regular meeting cadence and presentations with the clients.
• Ensure SLA/KPIs are adhered to at all times and achieved to the highest possible level.
• Ensure full team adheres to both client and Compass policies.
• Manage vendor relationships to ensure the highest quality of services.

Strategic Planning:

• Develop and implement strategic plans to enhance guest services across locations.
• Identify opportunities for service improvements and cost efficiencies.
• Seek opportunities to develop the contract where possible.
• Stay updated on industry trends and best practices to keep the organization competitive

Job Requirements & Qualifications:

• Min. Diploma in Hospitality or equivalent qualification with at least 5-8 years of experience in hospitality and F&B environment
• Experience working within a service industry and within a demanding fast paced environment.
• Experience in working within a team and desire to provide a ‘five-star’ service
• Excellent verbal and written communication skills
• Proficiency in MS applications and knowledge of office technology and equipment
• Familiarity with conference room reservation and space management systems
• Excellent organizational and administrative skills with the ability to prioritize tasks
• Ability to carry out responsibilities with minimal supervision.
• Extensive knowledge in event and space management with focus on event logistics and execution
• Ability to think strategically in terms of both short-term and long-term objectives and challenges