Director of Operations

Job Description
PURPOSE OF POSITION
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 Director of Operations also has responsibility for departmental meetings, supplier relations and overall maintenance of the hotel.

KEY ROLES AND RESPONSIBILITIES:

1. 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.
2. Support the hotel’s annual budgeting process and adhere to the FRHI established guidelines.
3. Assist in managing the hotel’s budget and ensuring that expenses incurred are within budget and in line with the FRHI established guidelines.
4. Lead and guide the ExCom and management teams in driving the hotel to achieve its performance goals.
5. 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.
6. Be present to personally welcome key residents and patrons.
7. Be the host for Raffles Residents Evening Cocktail, if applicable.
8. Help to ensure all Marketing and PR Communications are in compliance with Raffles Brand Marketing guidelines.
9. Support and help to prepare and submit the weekly GM reports to RVP of Operations and Brand President.
10. Communicate in an effective and timely manner with ExCom and the General Manager on matters which require the attention of ExCom and the General Manager.
11. Represent the Raffles Brand in projecting a credible image to the market, residents and colleagues alike.
12. Comply with Raffles established guidelines on the hotel organizational structure and reporting lines, for example ExCom structure.
13. Comply with Raffles established guidelines on recruitment, appointment and promotion of ExCom, Department Heads and colleagues.
14. Comply with ACCOR & Raffles established guidelines on staff fringe benefits.
15. Be visible around the hotel and show an active interest in our colleagues' welfare by asking our colleagues how they are doing regularly.
16. Lead by example in living the Raffles brand values and service culture as well as Code of Ethics.
17. Help and support to establish positive owner relations through proper and appropriate communications with the appointed Owner’s representative.

Qualifications
PERSONAL ATTRIBUTES

• Solid business / financial acumen with good understanding of luxury hotel operations.
• 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.