Director of Operations

Job Description

Has overall responsibility for the overall operations of the Hotel’s Rooms and Food & Beverage Divisions including the development and performance management of employees. Oversee the financial aspects of the above mentioned operations, optimizing profits while ensuring the highest level of service quality is provided to Hotel guests. The Resident Manager also has responsibility for departmental meetings, supplier relations and overall maintenance of the hotel.

Key Roles & Responsibilities

• Set, plan and direct the operations and departments to achieve agreed goals of gross operating profit, competitive RevPar Index, Guest Satisfaction, Brand Consistency and Employee Engagement.
• Support the hotel’s annual budgeting process and adhere to the Accor established guidelines.
• Assist in managing the operations and the hotel’s budget and ensuring that expenses incurred are within budget and in line with the Accor established guidelines.
• Lead and guide the ExCo and management teams in driving the hotel to achieve its Key Performance indicators (KPI’s) and goals
• Follow Accor protocol in approving expenses, and obtaining the approval first from the General Manager and Financial Controller for items which require approval at this level before implementation.
• Help to ensure all Marketing, Digital and PR Communications are in compliance with Sofitel Brand Marketing guidelines and are very relevant to the market, and thought through as to bring value to the property and services.
• Support and help to prepare and submit the weekly GM reports to RVP of Operations and Brand President
• Communicate in an effective and timely manner with ExCo and the General Manager on matters which require the attention of ExCo and the General Manager
• Represent the Sofitel Brand in projecting a credible image to the market, residents and colleagues alike
• Be present to personally welcome key residents and patrons
• Be the host for Sofitel Residents’ Evening Cocktail, if applicable.
• Comply with Sofitel’ established guidelines on the hotel organizational structure and reporting lines, for example ExCo structure.
• Comply with Sofitel’ established guidelines on recruitment, appointment and promotion of ExCo, Department Heads and colleagues.
• Comply with Accor’ established guidelines on staff fringe benefits.
• Be visible around the hotel and shows an active interest in our colleagues’ welfare by asking our colleagues how they are doing regularly.
• Lead by example in living the Sofitel brand values and service culture as well as Code of Ethics
• Help and support to establish positive owner relations through proper and appropriate communications with the appointed Owner’s representative
• Follow appropriate protocol in communicating with the appointed Owner’s representative and keeping the General Manager informed of such communications.
  
  

Qualifications

PERSONAL ATTRIBUTES

• Solid business / financial acumen with good understanding of luxury hotel operations
• Knowledge and interest in the digital platforms and trends
• Act as a role model in delivering elegant and understated service with sophistication
• Lead by example in building strong employee engagement
• Proven track record in leading a diverse culture of leaders and employees effectively
• Good communicator with fluency in English. Ability to communicate in a local language where the hotel operates (e.g. French, Mandarin, Arabic, etc) is desirable
• Executive presence – self assured exuding quiet confidence and humility
  
  

Qualifications

• Bachelor’s degree from reputable hotel schools preferred
  
  

Experience

Minimum of 5 years of luxury hotel management experience with strong Rooms and / or F&B background gained from working in key cities / resorts destinations globally.

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