Hotel Manager (HCM)

Tổng quan về công việc và trách nhiệm

Hotel Manager is responsible for operating and managing all work and operations staff in luxury hotel, working under the direction of the Operations Director. - Welcoming guests, and supervising hotel operations. - Scheduling and arranging work shifts for hotel staff. - Monitoring and checking work processes according to standards. - Conducting periodic evaluations of staff performance. - Controlling room quality, product quality, and customer service quality, ensuring cleanliness standards in guest rooms and public areas. - Monitoring reservation lists, room status, emails, sales, and service quality reports. - Reviewing KPIs (customer service quality, training quality, staff turnover rate, etc.). - Controlling and upgrading the system and equipment. - Managing operational and personnel costs. - Directly handling incidents that staff cannot resolve (guest complaints about service quality, room cleanliness, and other issues) to ensure maximum customer satisfaction. - Evaluating guest satisfaction, creating a positive impression for customers. - Building good relationships and images with all guests throughout their stay.