Key Performance Indicators:
Areas KPIs
1. Customer Related

Level of guest satisfaction, including responses to special requests and management of Guest Feedback and Online Reputation

2. People Related

Effective coordination of Hotel Team effort to serve Guests; the morale, growth, and development of Hotel Team Members

3. Process Related

Achievement of quality improvements as agreed by the Owner and Valor team and standards to govern the activities of the Hotel Team

4. Finance Related

Achievement of the Hotel profitability targets (GOP, EBITDA, REVPAR, COS, Revenue) KPI shared with the Valor team
Timeliness and completeness of submission, and adherence to, the Hotel annual budget (Revenue, Cost, Capex)
Effective management of Hotel Cash Flow to ensure sufficient working capital for daily activities

Roles and Responsibilities: Key Dimensions Major Activities
1- General Responsibilities

Is accountable for all aspects of the Guest Experience, Operational Excellence, and Commercial Health of the business
Effectively monitor the continuous upkeep of Hotel facilities

2- Customer Specific Responsibilities

Ensures world-class upscale 5-Star service is delivered to Guests, in all locations, by effectively directing the Hotel Team (F&B, Service, Housekeeping, Reservations, and Grounds) on all matters impacting the guest service provision as measured by online reputation metrics and direct guest feedback
Is available to meet, greet, and if necessary, entertain guests to ensure that they receive the highest standards of care
Leads the service by adopting a hands-on approach, demonstrating the willingness to serve alongside the hospitality team, especially during times of high occupancy
Ensures that policies, processes, and standards directly affecting Guests reflect their safety, security, and preferences
Implements and monitors processes and systems that ensure the highest levels of confidentiality and security of information.
Works with 3rd Party suppliers to ensure excellent service to these organizations and to the guests that they place in the hotel

3- People Specific Responsibilities

Supports the selection of appropriately competent employees who reflect a high degree of service orientation, professional charm, and who can uphold the Hotel values
Implements practices and activities to support the continuous development of Hotel Team leaders and employees
Completes feedback and performance appraisals for own team in time and according to the required standards
Addresses performance shortcomings and rewards performance achievement
Creates an environment that contributes to highly positive employee engagement and commitment to the job
Promotes and maintains compliance and awareness of health, safety, and security issues in accordance with applicable legislation and best practice

4- Quality Specific Responsibilities

Working with the Valor Team, ensures that all policies, processes, and standards affecting the Guests are complete and documented to guide and direct activities
Takes appropriate time to inspect all aspects of the offering to ensure the highest standards (Upscale 5-Star standard) of housekeeping, cleanliness, personalized service, and attention to guest requests are achieved.
Ensures that the Hotel Team know of, understand, comply with, and consistently apply relevant quality-related standards policies, processes, rules, and procedures.
Notices and communicates opportunities to further improve quality standards and ensures that Hotel teams follow through on implementation
Develops, implements, and monitors systems and methods that capture and communicate Guests' preferences, likes and dislikes as appropriate without compromising their privacy

5- Finance Specific Responsibilities

Prepares and proposes the annual budgets for the Hotel Team needs and activities
Ensures that REVPAR, GOP and EBITDA objectives are realized or surpassed
Monitors the usage of equipment and consumption of stock
Working with finance and purchasing, ensures inventory and par stock levels are appropriate to ensure consistent levels of quality service
Ensures that Debtors Days are kept to within acceptable minimums
Ensures that Creditors Days are kept to within acceptable maximums while ensuring that good supplier relationships are maintained

6- Facilities

Assists the Property Leaders in ensuring that Guest spaces and facilities are maintained in impeccable and fully functional condition.
Liaises with commercial tenants to ensure that service level agreements are fully respected (if applicable)

7- Legal and Compliance Specific Responsibilities

Takes active steps to ensure Hotel, sensitive and confidential information is not accessible to unauthorized persons
Ensures a dogmatic application of all legislative, safety, security, and health measures for the protection of guests and employees.
Ensures that all legislative provisions regarding financial reporting, manpower management, and liquor management are strictly adhered to

8- Additional Duties

This Job Description outlines the duties that are typically performed by the jobholder. These duties are not the only duties required by the job, and management might assign additional duties from time to time.

Key Competencies: Competency Leadership Pipeline level of Competence

Process Excellence and Service Delivery Manager of a Managers
Sustainable Quality and Attention to Detail Manager of a Managers
Innovation for Results Manager of a Managers
Initiative and Change Agent Manager of a Managers
Teamwork, Cross Organizational Collaboration and Building High Performance Teams Manager of a Managers
Managing Uncertainty (Ambiguity) and Adaptability Manager of a Managers

Job Requirements

Ability to anticipate future circumstances, conditions, and requests and to plan hotel activities using these scenarios
Ability to comprehend, develop and communicate abstract concepts
Ability to correctly communicate detailed information and instruction to others
Operates comfortably in an environment of high levels of ambiguity
Ability to recognize health, safety, or security concerns High levels of abstract reasoning
Proactive, commercial approach to planning

Academic Qualifications and Background

Degree or equivalent in Hospitality Management / Leadership
Background in Food and Beverage or Rooms Division Service

Languages

Ability to effectively communicate with others in English (written and spoken) Ability to effectively communicate with others in one other language

Work Experience

Previous experience in overseeing the operations of a 5-Star or equivalent luxury hotel
Previous experience in senior (Head of Department) hotel management
Previous experience in International 5-Star Hotels
Hotel opening experience

Job Technical Skills

Proficient in reading and interpreting financial statements
Proficient in constructing budgets and forecasts
Proficient in Pricing and Yield Management
Proficient in the use of negotiation skills
Detailed understanding of the workings of 3rd Party suppliers (OTA, Consortia and PCAs)
Proficient user of Microsoft Office software applications
Conversant with specialist terminology including;
- F&B service
- Culinary
- Housekeeping
- HR
- Front Office
- Maintenance
- Operational Finance Proficient in the use of digital communication tools
Proficient in property-specific management software

Personal Qualities

High degree of confidentiality and protection of sensitive information
Committed to creating environments and systems that enable the delivery of exceptional and personalized services
Displays a sense of urgency and dedication to meeting the needs and wishes of others
Persistent in establishing effective systems and activities
Effective in creating and fostering an environment of collaboration
Does not make judgments about people based on their views, preferences, habits, and behaviors.
Demonstrates exceptional levels of integrity and fairness
Maintains a positive outlook in the most challenging situations and circumstances.
Demonstrates high levels of resilience in demanding environments.
Ability to work independently without receiving detailed instructions.
Has a passion for supporting the development of people
Presents impeccable grooming and deportment

Business Values