Mission of Position
Together with the Cluster General Manager, responsible for the planning, co-ordination, direction, supervision and results of all of the hotel's operations and service departments. The position of the Hotel Manager is an extension of the General Manager's office dealing fundamentally with hotel activities "in the field", leading the appropriate departments, actively interacting with departmental heads, employees and hotel guests. Ensure that Meliá Hotels International policies and procedures are adhered to, and that established goals and objectives and standards of quality in service and maintenance are strictly observed, and that safety and accident prevention rules are followed.
STRATEGY
Supporting the Cluster General Manager in a direct and decisive way when producing projects, programmes, strategies, budgets and action plans, being jointly responsible for their implementation and monitoring until the established goals and aims are met.
Provide direction, leadership and support for the subordinate management team in carrying out their responsibilities and in meeting performance targets. Ensure that the overall style of bosses and departmental heads is one of constant supervision, assessment and training of subordinates, granting them the authority and decision-making power necessary to extend the scope of their responsibility, with the result that they feel motivated and help to increase productivity.
Continually assess the performance of Directors and Managers and consult with them to establish short and long term objectives, standards of quality and service, monitoring and analysing results.
Provides input from operations management and is informed about the Action Plan to ensure its implementation in the hotel.
Responsible for the implementation of action plans in their business units to optimise operations and customer satisfaction.
Participates in the Meetings of the Executive Committee of its Operations, gathering the vision, objectives and action plans to be implemented and executed in the daily operation of the hotel.
Integrates the sustainability strategy set by the company into the performance and operations of the hotel unit, ensuring the implementation of the defined initiatives, attributes or projects, communicating the detected ESG opportunities and ensuring the measurement of non-financial reporting indicators
FINANCE
Participates in the preparation of budgets for operational departments. Implements corrective actions in operations based on deviations.
Together with the Cluster General Manager and the Heads of Department, help to prepare budgets and analyse the state of losses and gains at the end of each month in the operative departments, making pertinent recommendations to correct negative aberrations.
Provides feedback to operational departments to include in forecasts and receives instructions to ensure alignment with the goals defined.
Participates in operational audits and ensures mandatory compliance with the Stay Safe programme and the standards of Operational Audits. Receives the results of audits in the hotel to define an action plan and resolve incidents.
SALES & REVENUE
Define and implement programmes and action plans on an ongoing basis, aimed at achieving the highest occupation possible at the highest average prices.
Ensure that the decisions and actions that are taken in the departments which this role supervises are in line with established budgets and objectives, gearing efforts toward maximising revenue and controlling costs, verifying to what degree targets have been met in comparison with the budget to help identify areas that do not tally with the business plan. Determine the reason for the variations and take corrective action to remedy the situation.
Defines and implements sales and upselling actions together with management team to increase revenue and the financial result of the hotel. Ensures their implementation in daily operations.
Supports the sales team in site inspections for which their attendance is required and ensures their success
Supports the Marketing and communication plan of the Hotel.
PRODUCT & BRAND MANAGEMENT
Ensures the implementation of SOPs in the business unit, aligning them with Brand standards and Operational needs.
Supervises the implementation of product, service and attribute standards. Operates and executes the operational guidelines set by Hotel Services and Operations
Ensures the operation of all areas with a 360o vision including the Guest Experience vision in sensory architecture, music, Setups, etc.
Leads the services strategy and definition of service for VIP clients.
Follow-up of complaints, incidents, customer satisfaction. Supports GEX in the action plan to improve results.
Ensures compliance with customer satisfaction objectives, as well as the image and standards of its hotel.
Identifies key partners for the contribution of value both at the product and experiential level in its business unit.
Manages at an operational level the relationship with outsourced partners, as well as their relationship with the hotel departments involved
 Stimulates and requests investment proposals corresponding to product improvement.
Continually supervise and assess the standards of quality of services in general, the suitable maintenance and working order of facilities, furnishings and equipment, and the cleanliness, hygiene and safety conditions of areas, taking the necessary action to guarantee the complete satisfaction of the hotel's guests.
On a monthly basis, analyse the statistical report on questionnaires from guests and their degree of satisfaction as regards the services received, as well as their needs, wishes and ideas, with the aim of ensuring client-focused efforts toward improvement.
Supports Gex in the elaboration of the Hotel's Event Plan, ensuring the economic viability of the Program, and in turn, supervising their execution
HUMAN RESOURCES
Supports the implementation of organisational changes in the hotel. Analyses the general operational workforce every day and authorises any needs for general staff based on hotel occupancy
Receives potential candidates for HoDs and validates the final candidate. Supports HoDs in the validation of the candidates for Assistant HoDs in the hotel and is informed about candidates for general staff positions
Responsible for on boarding in the hotel with the support of HR and the HoD, ensures compliance with the entire onboarding process for HoDs and general staff.
 Ensures compliance with policies, plans, programmes and procedures in the Occupational Risk Prevention Management system and the adoption of preventative and corrective measures in the hotel. Coordinates and cooperates with the Health and Safety Committee, or similar, and with workers' representatives. Participates in the service culture and brand induction sessions of the hotel team, being the host of them.
Support training for the hotel team. Promote training for hotel staff, with particular emphasis on professional development within the hotel's structure.
Encourage teamwork and constant communication between departments to ensure that all employees are aware of the hotel's objectives, trends and needs.
Continually assess the performance of Managers and consult with them to establish short and long term objectives, standards of quality and service, monitoring and analysing results.
Others
Informed about any technical incidents, including those related to the continuity of supplies in the hotel's key facilities (air-conditioning, hot and cold water, electricity supply, etc.) and actively coordinates resources for their resolution.
Aware of the hotel Preventative Maintenance Plan and the incidents detected in technical audits and the actions to resolve them.
Monitoring safety Standards in daily operations.
Carrying other tasks assigned by direct manager.