[Melia Vinpearl Cua Sot] Operation Manager/ Quản lý Vận hành

OPERATIONS
Provides support to the GM/HM in the implementation in their business units of the defined action plans, executing the tasks that have been assigned, to optimize the operation and customer satisfaction.
Supports in its coordination with the hotel's operational departments based on the guidelines or guidelines received from the GM/HM. You can provide feedback to the GM/HM.
Member of the hotel's operating committee and ensures the operational excellence of its business unit together with GM/HM.
ECONOMIC-FINANCIAL
Provides feedback to the GM/HM information about the operational departments to include in the projection based on your previous experience.
Based on the KPIs and indications received (with guides or guidelines in those of greater complexity), it is operationally aligned with the goals set.
Participates in operational audits ensuring compliance with the different programs and the standards of Operational Audits.
SALES & REVENUE
Participates in the implementation of In-house Sales / Upselling actions in daily operations, to improve revenues, as well as the financial result of the hotel, with supervision of its results.
Supports the GM/HM and sales team in inspection visits where their assistance is required, ensuring their success.
Supports the teams in the delivery of the event and achieve customer satisfaction, based on detailed guides or guidelines.
PRODUCT & BRAND MANAGEMENT
Attends to the customer at the hotel: follow-up of complaints and incidents, acting based on instructions and procedures.
Supports in the implementation of the Hotel's Marketing and Communication Plan.
Participates in the implementation of brand programs, with supervision of their results.
Supports HODs and GM/HM in the adaptation and development of SOPs in the business unit, aligning them with Brand standards and Operational needs.
Supports GEX and GM/HM in coordinating the operation of all areas including the Guest Experience vision in sensory architecture, music, Setups, etc.
ROOMS
Provides support in the supervision of the accommodation area (cleaning of rooms, public areas, laundry, reception and concierge).
Supports to achieve good communication and coordination between the Accommodation departments.
Provides support so that customer service follows the defined standards and procedures by reviewing the different areas of the hotel on-site.
FOOD & BEVERAGE
Provides support in the implementation of the standards of products, services and F&B attributes defined by Hotel Services with supervision over their results.
Provides support in the daily operations of M&B, with the aim of maximizing customer satisfaction, based on detailed procedures or guidelines.
Supports GM/HM and F&B in ensuring the profitability of operating departments and maximizing in-house revenues.
Supports compliance with and follow-up of hygienic-sanitary audits of kitchens and facilities and of the incidents detected, supervise compliance with the defined action plan.
HUMAN RESOURCES
Participates in the hotel team's service culture and brand induction sessions.
LOYALTY
Provides support for fidelity trainings to take place.
Ensures the customer experience and satisfaction in the loyalty program, ensuring the delivery of benefits , based on detailed guides or guidelines.
SUSTAINABILITY
Participates in the implementation of sustainability projects or initiatives in the hotel.
HEALTH & SAFETY / HEALTHY WORKPLACE
Knows the evacuation plan of your Hotels.
Assumes the responsibilities assigned to them in the Centre's Self-Protection Manual or local equivalent in other countries.
Ensures compliance with the Procedures and Instructions on health and safety at work.
Knows the personal protective equipment of their department and ensure its correct implementation and use through the corresponding training actions.
Verifies correct compliance with safety regulations.
Participates in ongoing risk assessment.
Assumes the responsibilities assigned to them in the Occupational Health and Safety Management System Manual.