Hotel Manager

Founded in Singapore in 1887, Raffles Hotels, Resorts & Residences are places of endless possibility where ideas are born, history is made and stories and legends are created. We champion fine art and design, and foster culture in all its forms – within our storied walls and the communities beyond. Our renowned legacy of gracious service knows no bounds. We are the authentic heart of a destination.

At Fairmont, our passion is to connect our guests to the very best of our destinations. From the beaches of Hawaii to the deserts of the United Arab Emirates to the heart of London, our hotels offer guests extraordinary places, created by combining unique architecture, expressive decor and artistry, and magnificent features. Add engaging service, and the result is an unforgettable guest experience.

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities. 

By joining an Accor brand, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.  

Do what you love; care for the world; dare to challenge the status quo! #BELIMITLESS 

Job Purpose

The position is an ExCo role responsible in managing all aspects of the Hotel Operation including Food and Beverage, Rooms, Culinary, Security and Maintenance at Raffles & Fairmont Doha whilst working along with other administrative Exco peers and to ensure the delivery of hotel’s experience throughout the entire guest journey meanwhile ensuring optimisation of forecast and budget as well as developing managers and colleagues.

Primary Responsibilities

ENSURES LUXURY GUEST JOURNEY FROM PRE-ARRIVAL TO POST-DEPARTURE                

• Leads and guides the ExCo and management teams in driving the hotel to achieve its brand and guest driven goals
• Be present to personally welcome key residents and patrons
• Be the host at Raffles & Fairmont Doha
• Communicates in an effective and timely manner with ExCo and the Managing Director on matters which requires the attention of ExCo and the Managing Director
• Represents Raffles & Fairmont Doha and the Raffles & Fairmont brands in projecting a credible image to the market, residents and colleagues alike
• Be visible around the hotel and shows an active interest in our colleagues’ welfare
• Oversees and vet on all preventive maintenance plans
• Ensures a clean and hygiene compliant hotel environment at all times
• Leads by example in living the Raffles & Fairmont brands values and established service culture as well as Code of Ethics

MAXIMISES REVENUE INFLOW AND COST CONTROL

• Sets, plans and directs the operational departments to achieve agreed goals of gross operating profit through attaining competitive RevPar Index, Average Check and CPOR goals
• Supports the hotel’s annual budgeting process and adhere to the KH/Accor established guidelines
• Assists in managing the hotel’s budget and ensuring that expenses incurred are within budget and in line with the established guidelines
• Follows protocol in approving expenses, and obtains the approval first from the Managing Director and Financial Controller for items which require approval at this level before implementation
• Cooperates with the Finance team and ensures compliance of credit policies and procedures through signatures and meetings
• Constantly identifies new revenue opportunities and improvement of existing revenue streams
• Ensures intelligent use of funds available by optimising spending yet ensuring availability of funds for needed improvements and new initiatives

SEEKS CONSTANT IMPROVEMENT OF QUALITY IN PRODUCT AND SERVICES 

• Complies with Raffles & Fairmont’s established guidelines on the hotel organisational structure and reporting lines, for example ExCo structure
• Works with respective ExCo to ensure F&B concepts, service of sequence and product are aligned with vision and market trends at all times
• Ensures residents and patrons receive the experience as detailed in brand Standard Operation Procedure (SOP), Raffles Singapore Local Standard Operation Procedure (LSOP) as well as Forbes and LQA standards, and aims to achieve the scores and goals set
• Oversees the handling and follow-up of any security incident and guest complaint and always reinforces hotel values
• Co-chairs the execution of cleanliness matters in line with government regulations and WHO requirements
• Oversees management of CAPEX and projects for the year.

INTER-DIVISIONAL/STAKEHOLDERS LIAISON

• Acts on behalf of the Managing Director in his absence
• Helps and supports to establish positive owner relations through proper and appropriate communications with the appointed Owner’s representative
• Follows appropriate protocol in communicating with the appointed Owner’s representative and keeping the Managing Director informed of such communications
• Leads and guides the ExCo and management teams in driving the hotel to achieve its KPIs
• Complies with Raffles & Fairmont Doha’s established guidelines on recruitment, appointment and promotion of ExCo, Department Heads and colleagues
• Ensures all Marketing and PR Communications are in compliance with Raffles & Fairmont Brand Marketing guidelines
• Supports and helps to prepare and submit the weekly reports to Corporate Office and Owners
• Complies with Accor, Raffles and Fairmont’s established guidelines on staff fringe benefits
• Ensures synergies amongst departments

MAIN COMPLEXITY/CRITICAL ISSUES IN THE JOB

• Integrated aspect of the property
• Historic hotel with constant product challenges
• Emergency and crisis management

Profile

KNOWLEDGE AND EXPERIENCE

• Diploma or Degree from preferably hospitality or related field
• Minimum 12 years’ relevant experience with at least 3 years at ExCo level
• Excellent communication skills in English and ability to communicate in a second language
• Prior work experience in Middle East preferred
• Thrives in large scale operation and high-volume operation
• Enjoys working in multi-cultural environment
• Pre-opening experience preferred

COMPETENCIES

• Possesses strong interpersonal skills
• Ascertains and addresses guest/colleague needs
• Directs, trains and motivates individuals and creates and maintains a cohesive team
• Possesses good working knowledge of budgets, forecasting, profit and loss statements
• Focuses on service with an eye for detail and an approachable attitude
• Works well under pressure, analyses and resolves problems, and exercises good judgment
• Prioritises and organises work assignments and delegates work effectively
• Self-motivates and shows good initiative in a dynamic environment
• Ensures security and confidentiality of guest and hotel information
• Possesses good computer and property management system skills
• Flexible and able to embrace and responds to change effectively