You will be accountable for:

• Overseeing the performance of the rooms division including Front Office, Concierge, Butlers, Guest Services, and Housekeeping.

• Driving a high performance culture, setting clear expectations, empowering your team and holding them accountable.
• Ensuring the execution and continued enhancement of the Raffles guest experience.
• Accuracy of all related budget, forecasts and P&L.

 

Your key responsibilities and contribution will be:

• Lead the performance of the Rooms Division team ensuring it is effectively managed through focus on colleague training, problem resolution, coaching, succession planning and accountability.
• Analyse guest feedback, address all concerns and ensure effective follow-up.
• Oversee the operation and co-ordination of the operating departments through their respective department heads.
• Assure that financial goals of the division and the hotel are being met. 
• Monitor and control labour expense, and other divisional expenses such as supplies and equipment.
• Work closely with Reservations, Sales and the Front Office to maximize rate, occupancy and total revenue. Assist in preparing business forecasts. Prepare Annual Budget for the division.
• Responsible for interviewing, training and development of all employees to ensure timely recruitment and career growth.
• Develop relationships with return guests, group contacts and other guests in order to provide personalised service.
• Network within our industry, keeping up to date with future trends

How you will be Extraordinary:

• Your passion for hospitality and your enthusiasm for what you do are clear for all to see.
• You are gifted in building authentic relationships with our guests and colleagues, tuning into what they need and always going the extra mile to make them feel special. Nothing is too much effort.
• Your glass is always half full and your positive energy is infectious.
• You are adaptable, and enjoy doing a variety of different things. You would never say ‘it’s not my job!’
• You work well under pressure, juggling tasks and prioritising brilliantly, so that you consistently deliver to a high standard.
• You have an eye for detail and are committed to doing everything you can to get it right first time for our guests and colleagues.
• You are constantly thinking about how we can improve the way we do things and create and even better guest and colleague experience.
• You are an expert in what you do best, and have the appetite to learn how to do new things.
• You are self-motivated, and take ownership for driving your own performance, thriving on being trusted and being given freedom in how you do your job.
• You work brilliantly with colleagues across the hotel so that we are one team delivering a seamless and memorable guest experience.

What you will need to do this role:

 

• 3 to 5 years’ experience in senior Department Head position within the Rooms Division.
• Hospitality and/or business degree/diploma an asset.
• Proven effective development of others.
• Excellent interpersonal  and communications skills.
• Highly organised, goal and results oriented person.
• Highly organised, goal and results oriented person.
• Planning skills are essential for this position.
• You cope well under pressure and are confident to handle crisis situations.
• Please note that we believe in flexibility and multi skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.