General Manager of ROYAL HALONG HOTEL is responsible for all aspects of the operation of the Hotel, Villas, IT, Engineering, Maintenance departments. Oversees all aspects of Properties Management in accordance with Company vision and mission statement, including maximization of financial performance, guest satisfaction, safety, hygiene, environmental aspects as well as staff training & development within established quality standards.
Duties and responsibilities:
· Creates an operating environment that assures consistent guest satisfaction.
· Establishes and maintains a pro-active human resource function to ensure employee motivation, training and development, wage and benefits administration, and compliance with established labor regulations.
· Involving in giving ideas, consultancy during project management of new RIC projects and fully prepare for pre-opening and soft opening of the new projects.
· Develops accurate and aggressive long and short-range financial objectives consistent with the Company&039;s mission statement
· Deliver the budget goals and set other short and long term strategic goals for the properties and departments in charge.
· Hold regular briefings and meetings with all heads of department on operation issues, improvements, quality standards in relation to the established Mission and Vision.
· Be responsible for the operations of the Hotel and Villas, alongside other admin and operations departments, adhering to the group standards and policies.
· Ensure full compliance to Hotel operating controls, SOP’s, policies, procedures regulations and service standards.
· Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints
· Monitors the performance of the Hotel and Villas, alongside other admin & operations departments through verification and analysis of guest satisfaction systems and financial reports.
Lead all key properties’ issues including capital projects, customer service, maintenance and refurbishment.
· Ensure good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures.
· Maintain an appropriate level of the community & public affairs involvement.
· Manage on-going profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded.
· Be responsible for the preparation, presentation and subsequent achievement of the hotel&039;s annual Operating Budget, Marketing & Sales Plan and Capital Budget.
· Prepare a monthly financial report for the owners.
· Provide effective leadership to hotel team members.
· Overseeing and managing all departments and working closely with department heads daily.
· Respond to audits to ensure continual improvement is achieved.
· Prepare weekly report to Phu Long JSC – Hospitality Division.
· Be responsible for safeguarding the quality of operations both (internal & external audits).
· Developing improvement actions, carry out cost savings.
· Establish and maintain applicable preventive maintenance programs to protect the physical assets of the whole Complex.
· Lead in all aspects of business planning.
· Maximizing room yield and hotels / resort revenue through innovative sales practices and yield management programs.
· Profound financial and managerial accounting knowledge to devise appropriate, timely and impactful strategies
At the time of new RIC projects opening:
• Implementation of all pre-opening properties operational systems, developing & expedition policies, procedures, and standard operating procedures to ensure timely opening of the project.
• Deliverables according to set deadlines.
• Liaise with all government departments to source and facilitate all necessary licenses and operating certificates for legal opening and operating of the properties.
• Actively participate in the development of recruitment plan and key managerial positions to ensure timely and successful opening with the required manning levels.
• Other duties assigned by Board of Directors.
• Develop and expedited pre-opening budget and FFE and OSE budgets and projections.
• Recruit and train the operations teams.
• Timely opening of the projects.
• Prepare reports on project progress update to the Owners.
• Proactively involved with Project Owners and parties concerned to ensure design integrity and compliance to the property’s brand standards.
• Cooperate with concerned departments and the Company to develop financial projections, pre-opening budgets, and ongoing business forecasts.
• Coordinate critical path and monitor project progress on a daily and periodical basis.
• Implement procurement of operating equipment, including but not limited to kitchens, laundries, IT systems, fire and security systems, spa and gymnasium equipment, office equipment, engineering equipment, vehicles and vessels, chinaware, glassware, hollowware, flatware, restaurant and housekeeping linens, libraries.
• Participate to formulate and implement operational budgets.
• Establish policies and standard operating procedures for successful operations of the new projects.