Assistant Manager - Operation

Duties and responsibilities

Financial returns:

• Analyse financials to drive revenues, future profitability, and maximum return on investment. Focus on Upselling initiatives to drive revenue and maximise market share.
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• Develops and monitors the performance of financial and operational plans which support the overall objectives of the villas and operating division; develops the annual budget and business plan, and makes recommendations for capital improvements to enhance the assets of the villa and ensure brand loyalty.
• Oversees the development and execution of operations plans and yield management efforts to maximize revenue generation.

People:

• Develop programmers that drive improvements in team member engagement and are aligned with the service philosophy. 
• Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members and provide mentoring, coaching and regular feedback to enhance performance.
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• Establishes and maintains a proactive function to ensure employee motivation, training and development and compliance with policies and procedures and local labor regulations. 
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• Fosters the development of a positive work environment for all employees. Mentors all levels of employees through formal and informal meetings, discussions and performance feedback 
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• Works effectively with staff to address cultural and/or work environment issues so as to affect positive employee and guest experiences
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• Champions the brand at all times and provides brand perspective site tours to perspective guests, developers, owners and Elivaas personnel.

Guest experience:

• Demonstrate brand citizenship by maintaining compliance with all required brand and service standards, and license agreement mandates. 
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• Drive improvement in guest satisfaction goals. Collaborate with colleagues and villa team members to establish and implement services and programmes that meet or exceed guest expectations.
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• Make time to interact with guests, solicit feedback and build relationships.
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• Oversees the delivery of superior services to all guests ensuring the utmost quality and care is delivered including prompt response to requests and the effective resolution of all complaints to the satisfaction of guests
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• Ensures that product quality and service standards are met in all areas of the villas as pertains to physical appearance, maintenance and cleanliness. Establishes and maintains preventative maintenance programs to protect the physical assets of the villa.
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• Ensures the handling of community/media related inquiries in the most effective manner, while referring sensitive matters to corporate media office.

Responsible business:

• Ensure a safe and secure environment for guests, team members and apartments assets in compliance with company’s and owner’s policies and procedures and regulatory requirements. 
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• Ensure the security and proper storage of food and beverage products, inventory and equipment, and replenish supplies in a timely and efficient manner while minimising waste.
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• Perform other duties as assigned. May also serve as manager on duty.

Accountability:

This position will involve managing operations of apartments with variety of technical aspects, complex owner relationships, extensive competitive pressures, difficult labour relations and/or union pressures.

Qualifications and Requirements:

Bachelor’s degree / higher education qualification / equivalent in Hotel Administration, Business Administration, plus eight to ten years of prior hotel/Villa management experience or equivalent combination of education and experience. Experience required may vary based on size and complexity of operation. Must speak fluent English. Other languages preferred.