Manager of Luxury Guest Experience

Role Summary

This is an exceptional opportunity to lead and inspire a high-performing team, driving guest satisfaction and financial success in a fast-paced, dynamic environment. The Operations Manager will oversee the day-to-day activities across Rooms, Housekeeping, and Engineering departments, ensuring effective planning, rostering, and resource allocation to maintain optimal staffing levels and service coverage.

As a strategic leader, you will establish clear performance expectations and personal development goals for all leaders and colleagues, ensuring they have the necessary tools, training, and cross-training opportunities to succeed in their roles. You will also lead the Front Office, Housekeeping, and Engineering teams to ensure product quality meets or exceeds guest expectations and supports Quality Evaluation Audit results.

The successful candidate will be passionate about delivering True Hospitality, with excellent communication and relationship-building skills. They will thrive in a fast-paced, dynamic environment, and possess proficiency in the local language.

Key Responsibilities

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• Act as the guardian of the guest journey, ensuring every touchpoint reflects the Hotel's promise of purposeful luxury and distinctive experiences.\
• Manage the day-to-day activities across Rooms, Housekeeping, and Engineering departments, ensuring effective planning, rostering, and resource allocation to maintain optimal staffing levels and service coverage.\
• Establish clear performance expectations and personal development goals for all leaders and colleagues, ensuring they have the necessary tools, training, and cross-training opportunities to succeed in their roles.\
• Lead the Front Office, Housekeeping, and Engineering teams to ensure product quality meets or exceeds guest expectations and supports Quality Evaluation Audit results.\
• Help the General Manager in the development, implementation, and monitoring of financial and operational plans for the hotel, providing regular direction and managing hotel operations for all departments.\
• Ensure a safe and secure environment for guests, team members, and hotel assets, in compliance with the hotel's policies and procedures and regulatory requirements.\
• Lead the hotel's commitment to sustainability by partnering with Engineering to improve energy efficiency and environmental performance.\
• Act as the Hotel's First Responder in emergency/crisis situations.\
• Develop and implement strategies to drive guest satisfaction, loyalty, and retention, while maximizing revenue and profitability.\
• Collaborate with other departments to achieve business objectives, including Sales, Marketing, and Revenue Management.\
• Maintain accurate records, reports, and data analysis to inform business decisions and drive continuous improvement.\
• Stay up-to-date with industry trends, best practices, and regulatory requirements, applying this knowledge to enhance hotel operations and guest experience.\
• Lead by example, demonstrating a strong work ethic, adaptability, and a customer-centric approach.\
• Build and maintain positive relationships with guests, colleagues, and stakeholders, fostering a culture of respect, trust, and open communication.\
• Embody the hotel's values and mission, promoting a positive and inclusive work environment that attracts and retains top talent.\
• Contribute to the development of the hotel's strategic plan, aligning with the company's overall vision and objectives.\
• Participate in ongoing training and development programs to enhance leadership, management, and technical skills.\
• Perform other duties as assigned by the General Manager or other senior management personnel.\