Executive Manager - Hotel Operations

Position Summary

Operates under the general direction of General Manager and in accordance with the objectives, performance and quality standards established by Capella hotel. Oversees and directs all aspects of the Hotel operations. 

Primary Responsibility

- Strategizes and steers the team towards accomplishing the ambitious objectives set by the Hotel. In addition, expertly formulates both short-term milestones and long-term aspirations for the department, ensuring a clear path towards success.
- Monitors Hotel daily operations to ensure all guests receive pure luxury staying experience. 
- Works closely with EM - Front Office in managing hotel operation related functions which include Front Desk, Butler, Concierge and Welcome Service to ensure achieve department goals and service standard. 
- Manages and provides guidance to Butler team to provide elite service to hotel VIPs and create unforgettable moment on a daily basis.
- Cooperates with EM - HSKP to establish and enforce high standards of room cleanliness, maintenance, and presentation throughout the hotel. Conduct regular inspections to ensure compliance and address any deficiencies promptly.
- Ensures that Hotel Operations are efficiently staffed with full trained Butler personnel in accordance with the performance and quality standards established by the Hotel.
- Conducts a comprehensive review of the business process flow, incident log, and guest comments alongside the respective section heads on a weekly basis. This meticulous analysis aims to uncover valuable insights and identify areas where enhancements can be made, fostering a continuous improvement mindset throughout the team.
- Thoroughly examines departmental policies, procedures, and regulations on a quarterly basis, diligently ensuring their currency and adherence among team members and ensure all guidelines are up-to-date, fostering a culture of compliance and consistency within the team.
- Collaboratively with related department heads, including but not limited to F&B, Teleservices, Casino Services, IS&T, and Facilities Management. This such as a platform for synergy, fostering a collective effort to elevate the overall guest staying experience. By exchanging insights, sharing best practices, and exploring innovative ideas, this cross-departmental collaboration aims to create a seamless and unforgettable experience for every guest.
- Resolves problem arising from guest complaints and handles unusual requests and inquiries in cooperation with other departments and divisions when necessary. 
- Supports General Manager in long-term planning and other special projects assignments. 
- Focuses on Enterprise Butler strategies and seeks continuous improvement of Butler experience for Galaxy Macau properties.
- Provides support to Hotel Training team on enterprise Butler skills training. 

Requirements

- Knowledge & Skills: Knowledge of Front Office Operation, Customer Service, Service Quality Management and Housekeeping operation. 
- Education, Training Qualifications: Diploma holder in Hospitality Management or related disciplines. 
- Experience: Minimum 5 years relevant experience in managerial level of Front Office & Housekeeping operations in luxury hotels.
- Personality: Customer oriented, Excellent Communication Skills, and Action Oriented. 
- Languages: Good command of both written and spoken English.