Operational Management:
- Supervise and coordinate all departments: Front Office, Housekeeping, Food & Beverage, Kitchen, Engineering, Spa & Recreation, Security, and other guest- facing and back- of- house operations.
- Ensure seamless, high- quality service delivery across all guest touchpoints, maintaining a strong presence in the lobby, outlets, and public areas.
- Regularly review operational procedures and guest feedback to implement continuous improvements and corrective actions.
Guest Experience & Brand Standards:
- Uphold and implement Melia brand standards, policies, and values in all departments.
- Oversee VIP arrivals and special guest arrangements to ensure personalized and memorable experiences.
- Proactively manage guest feedback and online reviews (e.g. TripAdvisor, Booking.com) to ensure a high reputation score.
Financial & Business Performance:
- Assist in developing and executing the hotel’s annual business plan, budget, and forecasting in coordination with Finance and the Cluster GM.
- Monitor departmental KPIs including GOP, REVPAR, ADR, cost ratios, and labor productivity.
- Identify and implement opportunities for cost control, revenue enhancement, and operational efficiency.
Commercial Collaboration:
- Collaborate with Sales, Marketing, Revenue, and E- Commerce teams to support initiatives that drive occupancy, ADR, and market share.
- Represent the operational needs of the hotel in strategic meetings and participate in pricing and promotional decision- making.
Human Resources & Leadership:
- Support the Talent & Culture team in recruitment, training, performance management, and employee engagement.
- Lead, coach, and develop Heads of Departments, fostering a culture of accountability, empowerment, and service excellence.
- Champion Melia’s corporate values and promote a positive and inclusive workplace culture.
Compliance & Risk Management:
- Oversee emergency procedures, crisis management planning, and operational risk mitigation.
- Ensure compliance with all local laws, health & safety regulations, and company policies.
