hospitality and tourism management professor
Saudi German Hospital
Total years of experience :12 years, 4 Months
Planning, organizing, and managing the daily operations of the hospitality staff to ensure efficiency.
Supervising staff members and communicating the importance of customer satisfaction.
Checking the quantity and quality of supplies and equipment on a daily basis, such as guest amenities.
Maintaining a high standard of customer service according to company operating procedures.
Attending to any complaints logged by guests in a professional and timely manner.
Performing monthly evaluations of staff members according to performance and participation.
Preparing the monthly budget of the hospitality division and creating expenditure reports for senior management review.
Working with the human resources department to recruit and train new personnel.
Determining the future goals of the hospitality division by studying market trends and working with the marketing team.
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REPORTS TO: Owner
POSITION SUMMARY:
The General manager is responsible for all aspects of operations at the hotel, to day-to-day staff management and guests. He / She should be an ambassador for the brand and your hotel. Provide leadership and strategic planning to all departments in support of our service culture, maximized operations and guest satisfaction. Work Very closely with the hotel owners.
Responsible for managing the Hotels management team (HOD's) and overall hotel targets to deliver an excellent Guest experience. A General Manager would also be required to manage profitability and guest satisfaction measures.
GM DUTIES AND RESPONSIBILITIES:
Oversee the operations functions of the hotel, as per the Organizational chart.
Hold regular briefings and meetings with all head of departments.
Ensure full compliance to Hotel operating controls, SOP’s, policies, procedures and service standards.
Lead all key property issues including capital projects, customer service and refurbishment.
Handling complaints, and oversee the service recovery procedures.
Responsible for the preparation, presentation and subsequent achievement of the hotel's annual Operating Budget, Marketing & Sales Plan and Capital Budget.
Manage on-going profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded.
Ensure all decisions are made in the best interest of the hotels and management.
Deliver hotel budget goals and set other short and long term strategic goals for the property.
Developing improvement actions, carry out costs savings.
A strong understanding of P&L statements and the ability to react with impactful strategies
Closely monitor the hotels business reports on a daily basis and take decisions accordingly.
Ensure that monthly financial outlooks for Rooms, Food & Beverage, Admin & General, on target and accurate.
Maximizing room yield and hotels/resort revenue through innovative sales practices and yield management programs.
Prepare monthly financial reporting for the owners and stakeholders.
Draw up plans and budget (revenues, costs, etc.) for the owners.
Helping in the procurement of operating supplies and equipment, and contracting with third-party vendors for essential equipment and services.
Act as a final decision maker in hiring a key staff.
Coordination with HOD for the execution of all activities and functions.
Overseeing and managing all departments and working closely with department heads on a daily basis.
Manage and develop the Hotel Executive team to ensure career progression and development.
Be accountable for the responsibilities of department heads and take ownership of all guest complaints.
Provide effective leadership to hotel team members.
Job Title: Hospitality Consultant
Reports To: Operational Manager
Department: Hospitality
Supervise: All Hospitality Associates
Job Purpose:
Overseeing personnel, ensuring that the facilities are properly maintained, taking steps to ensure guest satisfaction and overseeing the upkeep of administrative and financial records
Accountabilities:
Do the planning, coordinating and directing guest services, food and beverage related services.
Coordinate and planning accounting for the Staff development.
Selecting, recruiting and hiring Hospitality staff.
Controlling capital as well as operational expenditure.
Prepare reports for the top management.
Supervise the arrangement and rearrangement of furnishings within the Hospital.
Allocate tasks and priorities and coordinate Hospital resources.
Develop \[internal\] marketing strategies and business plans.
Planning and achieving sales and profit targets
Ensure the Hospitality staff adheres to all health and safety standards.
Dealing with contractors and suppliers
Investigate guest complaints and solve them out through guest relation department.
Participate and support all the Quality activity required by the department in order to meet JCI required standard.
Minimum Required Education
BSc. in Tourism and Hotel
Minimum Required Experience, Knowledge:
5-7 years 2 at the same position.
Hotel 5 stars
Required Skills:
Communication skills.
Interpersonal skills.
Attention to Details.
Attentive, Active
Leadership
Commercial awareness \[entrepreneur\]
Team-building
Analytical thinking
Working Conditions:
Works primarily Indoor, but physical demand is required in order to make daily rounds and check services’ quality
Acknowledgement
I have received and read my job description which outlines my Accountabilities, by my signature below, I acknowledge, understand, accept and agree to comply with the information contained in the job description.
BRIEF
Responsible for all sales activity, promoting, packaging and marketing of the hotel, and management of
the Hotel sales team and delivery of the hotels annual sales budget.
AIMS AND OBJECTIVES
To work closely with above property Resort Sales & Marketing Director and Revenue Manager to set hotel selling and pricing strategies
To achieve and control the Hotel annual sales budget and assist in driving secondary spend throughout the resort
To have a full understanding of competitor’s strengths and weaknesses and current selling and pricing strategies
To drive new special corporate rate agreements as per the KPI set and maximize and negotiate all existing agreements
To met minimum targets set for appointments and revenue targets as set in the individuals KPI’s
Carry out agency and corporate presentations with sales team and corporate clients as required
To work with Cluster Revenue team to ensure hotel presence on all 3rd party sites is maximised
To liaise with all Marriott sales departments to ensure hotel targets are set and achieved
To ensure all sales and reservations calls are handled to standard and up sell opportunities are maximised
To ensure all conversion targets of the individual and the team are met or exceeded.
To provide the relevant reports as required by the Resort Sales & Marketing Manager
To ensure all test call targets are met or exceeded
To ensure all sales team have individual training and development plan
Ensure hotel is actively promoted through agents
Ensure communication of offers and promotions to the resort Marketing manager and assist in the annual marketing plan as required
To assist in ensuring all hotel promotional material is of high quality and helps to drive overall hotel objectives and targets
To participate in production of hotel budgeting process and produce forecasted and sales achieved reports as required
To assist in the growth of the resorts data and effective use of CRM system
To regularly review hotel competitors to ensure hotel pricing is set at right levels
To be fully aware of competitors and industry trends
Other
1. To ensure all Marriott requirements are met
2. To liaise with and be part of the hotel management team, assisting in all areas of business planning and strategy
3. To attend all relevant meetings as required
4. Perform all duties applicable to Management
5. Any other special duties or work outside the daily and weekly routines, but within the overall scope of the position.
6. Any other reasonable request from the senior management
7. To actively promote the resort on all occasions
A hotel manager manages the day-to-day operations of a
hotel, including reservations, food services, housekeeping
and conventions. In a small hotel, one manager usually
makes all the important daily decisions, whereas in a
large establishment, a general manager hires a number
of managers to be in charge of individual departments.
Work activities
• Planning menus in consultation with chefs and
ordering supplies as required
• Hiring, training, supervising and motivating permanent
and casual staff
• Organizing staff rotas
• Ensuring health and safety regulations are strictly
observed
• Monitoring the quality of the product and service
provided
• Setting and monitoring budgets and maintaining
financial and administrative records.
Work conditions
Travel: not a normal part of the working day (unless
working on cruise liners). Overseas employment possible.
Working hours: unsocial; long hours likely, including
weekends and bank holidays.
Location: opportunities exist mainly in towns or cities
throughout the country though also in hotels located in
rural areas.
Opportunities for self-employment: possible if one owns
the hotel.
Typical employers
• Hotels
• Holiday resorts
• Cruise liners
• Conference centers (including those on university
campuses)
Career development
Promotion prospects are generally good for those with
ability, strong interpersonal skills and a high level of
motivation, though much will depend on the size and
type of organisation. Hotel management is an area where
you can progress really quickly.
Most managers start as a section supervisor or manager
with responsibility for supervising operations in a
particular area, such as the reception or the bar, before
taking on more hotel-wide operational positions as duty
manager. The general manager is the most senior
executive of a hotel or venue.
Internal key liaisons:
Chief Financial Officer
President & C.E.O.
Director of Operations
Direct Subordinates:
Department heads
Executive Chef
Hotel Cost Controller
Housekeeping supervisor
Laundry supervisor
-External key liaisons:
Local & public authorities
Guests
AREAS OF RESPONSIBILITY:
All food and beverage outlets, storage and provision areas, food store rooms.
Executive Chef Quality, timing, costs
Restaurant Manager Quality, service level, Inventory Levels, Service levels,
Hotel Cost Controller Storage, Ordering, Requisition
Chief Engineer Equipment maintenance
Staff Captain Safety, disciplinary action
Financial Controller Cost controlling, revenue
Purchasing Manager Orders
Key accountabilities are responsible for achieving optimal guest satisfaction and a good working environment to attain all set objectives, to achieve this, Should run the hotel in accordance with the Standard Operating Procedures and
Policies shall see to the implementation of optimal and attractive products and services required to address the hotel’s target groups, based on pre-agreed marketing plans and budgets.
I shall ensure the correct production and distribution of information and Promotion materials as agreed to.
Guard the efficiency/productivity and the company results:
raw up plans and budget concepts (revenues, costs, etc.);
Safeguard the realization, tracing and adjustment of deviations;
Developing improvement actions carry out costs savings;
Guard/ controlling of cost price
Delivering of data and proposals for the budgets and investments.
Safeguard quality of operations (internal & external audits)
6. Manage the various Department Heads
Coordinate planning of Department Heads and Assistant Managers with
Regard to time-tables, work schedules, employment of employees within
the different services; solving of bottle necks;
Coordination of the execution of activities via instructions to the Heads of
Departments/ Assistant Managers, supervision of the execution;
Determination of the workforce, recruitment and hiring of new staff,
Supervision of sufficient introduction, execution of performance reviews and training of staff.
accountable for responsibilities of department heads in their absence.
11. Implement the Golden Tulip franchise formula optimally in the hotel and act as a
Flag ship establishment for the Golden Tulip brand.
12. Prepare a monthly financial reporting. Ensure an adequate administration, for the
Outgoing and incoming invoices, for the payment of invoices and for drawing up periodical management
data, Justify deviations and differences.
Other tasks;
Handling complaints, in the last resort.
Other reliable to the above mentioned, tasks in order of the executive;
Handing over opinions and beliefs, decisions etc. to the executives;
Leading various internal and external meetings;
Supervise the fulfillment of the regulations of the employment legalization, Occupational Health & Safety Act, HACCP, legionella, fire regulations and other legal requirements
Maintain contacts with public authorities
Job Title: Hospitality Manager
Reports To: Operational Manager
Department: Hospitality
Supervise: All Hospitality Associates
Job Purpose:
Overseeing personnel, ensuring that the facilities are properly maintained, taking steps to ensure guest satisfaction and overseeing the upkeep of administrative and financial records
Accountabilities:
Do the planning, coordinating and directing guest services, food and beverage related services.
Coordinate and planning to account for Staff development.
Selecting, recruiting and hiring Hospitality staff.
Controlling capital as well as operational expenditure.
Prepare reports for the top management.
Supervise the arrangement and rearrangement of furnishings within the Hospital.
Allocate tasks and priorities and coordinate Hospital resources.
Develop \[internal\] marketing strategies and business plans.
Planning and achieving sales and profit targets
Ensure the Hospitality staff adheres to all health and safety standards.
Dealing with contractors and suppliers
Investigate guest complaints and solve them out through guest relation department.
Participate and support all the Quality activity required by the department in order to meet JCI required standard.
Minimum Required Education
BSc. in Tourism and Hotel
Minimum Required Experience, Knowledge:
5-7 years 2 at the same position.
Hotel 5 stars
Required Skills:
Communication skills.
Interpersonal skills.
Attention to Details.
Attentive, Active
Leadership
Commercial awareness \[entrepreneur\]
Team-building
Analytical thinking
Working Conditions:
Works primarily Indoor, but physical demand is required in order to make daily rounds and check services’ quality
Acknowledgement
I have received and read my job description which outlines my Accountabilities, by my signature below, I acknowledge, understand, accept and agree to comply with the information contained in the job description.
• Consultant Hotel Services Manager at Riyadh Care Hospital, Riyadh-Saudi Arabia
Since 4 Aug 2011 - 12 March 2012
• Director of Management at Travellers Egypt Company
Since 12 Oct 2010 - 1 Aug 2011
A - Academic Master Degree from Arab Academy for science and Technology "Business Administration "October 2001
Arab Academy for Science & Technology
II. International Correspondence School (U.S.A) (Hotel Management) 1989 Diploma
