Hotel Manager

COMO Cocoa Island

Property: COMO Cocoa Island
Position: Hotel Manager
Base Location: Maldives
Department: Admin and General
Reporting to: Cluster GM / General Manager

Job Summary:

The Hotel Manager plays a crucial role in the overall management and operation of the Resort. Responsible for overseeing various departments, ensuring exceptional guest experiences, and contributing to the overall success of the Resort. 

Tasks/Responsibilities:

Operational Excellence

  • Serve as a COMO ambassador, engaging with guests and maintaining a visible presence on the property.
  • Establish and uphold high standards of service and hospitality across the property.
  • Monitor key performance indicators (KPIs) related to guest satisfaction, employee performance, and operational efficiency.
  • Continuously adjust and improve operational areas to enhance guest satisfaction.
  • Respond to inquiries and address guest complaints in a timely manner.
  • Ensure updated product knowledge of all COMO properties and initiatives is shared with the team.

Guest Experience

  • Ensure the highest level of guest satisfaction by providing exceptional guest services and amenities within property and group standards.
  • Oversee guest services to ensure a personalized and luxurious experience.
  • Handle guest feedback and implement strategies to enhance satisfaction.
  • Coordinate with relevant departments to promptly address guest requests and concerns.
  • Proactively obtain feedback from guests to ensure consistent service levels.
  • Maintain a positive and professional manner with guests and and the team to build rapport and loyalty.

Quality Control:

  • Maintain and enhance the resort's reputation for luxury and excellence.
  • Uphold brand standards and ensure compliance with industry regulations.
  • Conduct regular inspections to ensure facilities and services meet the highest standards.
  • Manage the department based on product specifications aligned with Leading Quality Assurance standards.
  • Ensure full knowledge of all hotel systems for optimal use.

People Leadership

  • Build rapport with company owners, partners, and COMO managers visiting the property.
  • Develop a positive and motivated team, fostering a 'can do' attitude.
  • Manage and develop a service-oriented environment with a focus on attention to detail.
  • Establish an 'open door' policy for effective communication with employees.
  • Adjust appropriate manning levels during peak and low occupancies.

Financial leadership

  • Implement the approved budget and monitor expenditures to stay within budget.
  • Attend Revenue and Forecast meetings to drive additional revenue through upselling.
  • Assist in collecting information for the annual sales and marketing plan.
  • Stay informed about market developments and competitor activities.
  • Implement systems to maximize property facilities revenue.
  • Safeguard company assets through effective controls and reviews.
  • Conduct monthly sessions with Department Heads after profit and loss meetings.
  • Research ways to minimize operating costs without compromising service and production quality.

Key Requirements:

Education and Experience:

  • Bachelor's degree in Hospitality Management, Business Administration, or a related field.
  • Proven track record of successful hotel management, preferably in luxury resorts.
  • Extensive experience in various hotel departments, including front office, housekeeping, and food and beverage.

Leadership Skills:

  • Strong leadership and interpersonal skills to effectively manage a diverse team.
  • Ability to inspire and motivate team to consistently deliver exceptional service.

Industry Knowledge:

  • In-depth knowledge of the luxury hospitality industry, market trends, and customer preferences.
  • Familiarity with the regulatory and compliance requirements of the hospitality sector.

Communication Skills:

  • Excellent verbal and written communication skills.
  • Ability to interact confidently with guests, team members, and senior management.

Problem-Solving:

  • Proven ability to analyze and resolve complex operational and guest-related issues.
  • Strategic thinker with the capability to make sound decisions under pressure.

Flexibility and Adaptability:

  • Willingness to work irregular hours, weekends, and holidays as required by the resort's operational needs.
  • Adaptability to changing circumstances and a dynamic hospitality environment