Operation Manager - Melia Ba Vi Mountain Retreat

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MISSION: Provide support to the GM/HM in the management of all operational departments of the hotel, with the objective of maximising internal and external customer satisfaction. Ensure compliance with Meliá Hotels International policies and procedures, goals and objectives established by Hotel Services.WHAT WILL YOU HAVE TO DO:OPERATIONS • Provide support to the GM/HM in the implementation in their business units of the action plans defined to optimise the operation and customer satisfaction. • Knowledgeable of the hotel’s vision and objectives and support the coordination with the hotel's operational departments. Able to provide feedback to the GM/HM. • Being part of the hotel's operational committee and ensuring the operational excellence of their business unit together with the GM/HM. ECONOMIC-FINANCIAL • Able to provide feedback to the GM/HM on operational departments to include in the projection. • Based on the KPIs and indications received, they align operationally with the goals set. • They can participate in operational audits to ensure compliance with the various programmes and standards of the Operational Audits. SALES & REVENUE • Participate in the implementation of inhouse Sales / Upselling actions in the daily operations, in order to improve revenues and the financial results of the hotel. • Support the GM/HM and sales team in the inspection visits where their assistance is required, ensuring the success of the visits. • Support the teams in the delivery of the event and achieve customer satisfaction. PRODUCT & BRAND MANAGEMENT • Customer service at the hotel: follow-up of complaints and incidents. • Support in the implementation of the hotel's marketing and communication plan. • Participate in the implementation of branding programmes. • Support HODs and GM/HM in the adaptation and elaboration of SOPs in the business unit, aligning them to brand standards and operational needs. • Support GEX and GM/HM in coordinating the operation of all areas including Guest Experience vision in sensory architecture, music, setups, etc. ROOMS • Provide support in the supervision of the lodging area (cleaning of rooms, public areas, laundry, reception and concierge). • Ensure good communication and coordination between the lodging departments. • Ensure that customer service follows the defined standards and procedures by checking on-site in the different areas of the hotel. FOOD & BEVERAGE • Provide support in the implementation of the product, service and F&B attribute standards defined by Hotel Services. • Provide support in the daily operations of F&B, with the aim of maximising customer satisfaction. • Support GM/HM and F&B in ensuring the profitability of the operational departments and maximising in-house revenues. • Support the compliance and follow-up of the health and safety audits of the kitchens and facilities and of the incidents detected, supervise compliance with the defined action plan. HUMAN RESOURCES • Participate in service culture and brand induction sessions for the hotel team. LOYALTY • Provide support for loyalty training to take place. • Ensure customer experience and satisfaction with the loyalty programme, ensuring the delivery of benefits by tier. SUSTAINABILITY • Ensure the implementation of sustainability projects or initiatives in the hotel. HEALTH & SAFETY/ HEALTHY WORKPLACE  • Be knowledgeable of the hotel’s evacuation plan.   • Embrace the responsibilities assigned in the Centre's Self-Protection Manual or local equivalent in other countries.  • Ensure compliance with the Occupational Health and Safety Procedures and Instructions.  • Be knowledgeable of the individual protection equipment in their department and to ensure its correct implementation and use by means of the corresponding training actions.  • Verify correct compliance with safety regulations.  • Participate in ongoing risk assessment. WHAT ARE WE LOOKING FOR:Education: University diploma / degree, preferably in Tourism (or equivalent Hospitality and Tourism studies).Language: Local Language. High level of English (verbal and written) is mandatory.Competencies: •    360 degrees of Hotel Operations knowledge. •    Functional knowledge of all department operations, especially in Food & Beverage •    Knowledge of IT tools used in hotel management. •    Proficient in Microsoft Office. •    International experience is preferred.  •    High geographical flexibility is preferred. •    Warm and dynamic person. •    Attention to detail & a passion for excellence. •    Hostess profile, person be able to be front the operations and guest focus.

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