Hospitality Manager
International Hospital
Total years of experience :18 years, 11 Months
Directing, controlling, and coordinating the daily operations of reporting departments to ensure proper facility maintenance and promote an innovative service culture for an enhanced patient/guest experience at International Hospital.
This involves consistently inspecting and enforcing adherence to hospital Standards of Excellence, Quality assurance, and cost control measures, in line with the institutions vision, mission, and values.
Ensuring staff hospitality standards align with quality, health, and safety procedures. Acting as a liaison to optimize the guest/patient experience and manage customer complaints across hospitality departments.
Planning work schedules, delegating assignments, and fostering clear communication and coordination within hospital departments.
Supervising patient requests and concerns to maintain high guest satisfaction levels. Managing inventories, monitoring stock levels, and controlling supply consumption.
Maintaining venues for meetings/events and overseeing contracted staff activities. Identifying and addressing issues affecting hospitality standards, proposing cost-effective solutions.
Studying market hospitality practices to introduce new services for a competitive advantage.
Setting challenging operational goals, anticipating problems, and leading the department to high performance.
Providing feedback, coaching, and conflict resolution for subordinate staff.
Coordinating effectively with other services, managing budgets, and controlling departmental expenditure. Conducting candidate interviews, overseeing cleanliness standards, and managing services such as F&B, Valet Parking, and Concierge services.
Ensuring compliance with safety standards and performing assigned duties from Hospital Administration
Direct, control and co-ordinate all housekeeping activities in order that all guest rooms, public areas and back of the house areas are cleaned and amenities are replenished punctually within budgeted costs .
Oversees the Laundry/Linen Department ensuring they perform to the requisite standards.
Also oversees the contractual Housekeeping and laundry services
Maintaining Operational Standards
To prepare, implement. Maintain and update cleaning procedure for rooms, public areas and back of house.
To inspect rooms, Public area and back of house on a daily basis to ensure that they are cleaned, tidied and maintained following hospital standard.
To conduct housekeeping department meetings if the hospitals/ hotel standards of cleanliness are below par.
Interdepartmental Communication
To ensure that information relevant to day to day and future operations and events is obtained from and passed on to all related departments.
To ensure that all employees in your department are provided with information and details about the day to day operations and events.
Guest Contact
To converse with guests to ensure that they are satisfied with services and room and to take action in case they are not pleased.
To handle complaints of guest.
To provide information about hospitality services to guests as and when they required. To handle and forward special request by Guests.
Employee handling
To prepare and update as and when required employee specifications, job descriptions and task lists for all positions in the department.
To interview candidates for vacant positions following the hospitals interview procedures.
To appraise employees before the end of probation period, transfers or promotions and on the anniversary date of employment, following the hospitals employee performance appraisal procedures.
To conduct grievance and disciplinary interviews as and when required, following the hospitals counseling and disciplinary procedures.
To ensure that work rosters for all employees in the department are prepared in time, ensuring that a sufficient number of employees are available, according to the volume of business.
To prepare an annual vacation plan for all employees, following the hospitals/hotel leave and public holiday procedures.
To monitor the productivity of individual employees and positions and to initiate action to improve their output as and when required.
To ensure that all employees report for duty punctually wearing the correct uniform and name tag at all times. To lead in the building of an efficient team of employees by taking an active interest in their welfare, safety and security, training and development.
To ensure that all employees have a complete understanding of and adhere to the hospitals /hotels policies and procedures and rules and regulations.
Development and Planning To ensure that all employees are trained in all standards of performance and can perform all tasks on their task lists.
To prepare the Departments training plan together with the Departmental Trainers.
To plan, prepare and conduct training within the department following the companys training. To record all training activities within the department.
To monitor effectiveness of training by comparing actual performance against the departments standards of performance.
Management Responsibilities
Preparing annual operation plan for the department line with hospital strategic plan.
To conduct monthly inventories of, linen, guest supplies, uniforms and furniture inventory. To monitor and control the departmental expenses.
To follow up on maintenance requests.