Hospitality Manager
Clifton International Hotel
Total des années d'expérience :13 years, 3 Mois
Responsible for day to day management of 4 sites in a 5 star luxury hotel complex
Manager of 21 staff with 3 direct reports
Promoting and marketing the business to deliver maximum exposure with a limited budget
Managing budgets and financial plans as well as controlling expenditure
Maintaining statistical and financial records
Setting and achieving sales and profit targets
Analysing sales figures and devising revenue management strategies
Recruitment and selection of all staff including dealing with visa requirements
Training and developing teams to create an environment focused on delivering an exceptional customer experience
Planning work schedules for individuals and teams
Meeting and greeting clients
Resolving customer complaints
Addressing problems and troubleshooting
Ensuring private events run smoothly and delight the client
Supervising maintenance, supplies, renovations and furnishings
Dealing with contractors and suppliers
Ensuring security is effective
Carrying out inspections of property and services
Ensuring compliance with licensing laws, health and safety and other statutory regulations
Ensure optimal stock management
Prospecting for and purchasing land
Completing building projects on time and within a budget
Making arrangements for all of construction work
Purchase of all construction materials, negotiating favourable rates
Oversee contractors and subcontractors working on site
Ensure all paperwork complies with local, regional and national guidelines
Marketing and Promoting sites
Negotiating prices with prospective purchasers
Build relationships with customers and deliver excellent customer service
Support staff and ensure the required Starbucks training is delivered
Develop positive relationships with the shift team, providing coaching and direction to maximise their potential
Plan and execute staff training, challenging the senior team leaders and Baristas to deliver and exceed The Starbucks values
Participate in the implementation of recruitment and selection procedures
Appraise and counsel team on their performance
Effective time management, constantly monitor store staffing levels
Follow operational polices and procedures, including cash handling, security and health and safety
Determine call centre operation strategies based on analyses of customer needs and a cost/benefit analyses
Drive a ‘quality first’ ethos with the team to achieve ‘one contact resolution’
Recruitment and selection of call centre staff
Lead, motivate and inspire the team, clarifying expectations and utilising training, feedback, coaching and regular appraisals to develop performance
Define achievable targets and goals for teams to ensure customer and business needs are met.
Manage department resources as required to support customer demands.
Put in place new ideas and best business practice and drive these initiatives
Directly handle escalated customer queries and complaints
Put in place a sustainable supervisory and management structure to sustain the day-to-day functioning of the department.
Awarded Starbucks Employee of The Year, 2009
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