Hotel Operations Manager

This is a key leadership role responsible for overseeing the day-to-day operations of the hotel's Housekeeping Department.

Main Responsibilities:

• To oversee and assist in the preparation and update of the Housekeeping Departmental Operations Manual.
• To conduct regular communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.
• To read and update the communications log books.
• To ensure that the use of new technology and equipment is explored and implemented wherever appropriate.

Customer Service:

• To ensure that all Housekeeping employees deliver the brand promise and provide exceptional guest service at all times.
• To ensure that Housekeeping employees also provide excellent service to internal customers as appropriate.
• To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

Financial:

• To approve all purchase requests and invoices for Housekeeping related expenses.
• To maximise employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
• To ensure that Housekeeping operates with the lowest possible cost structure while also delivering on the brand promise to the guest, proactively managing costs based on key performance indicators.
• To assist in the preparation of the Annual Business Plan for Rooms.
• To assist in monthly reforecast, as appropriate.
• To ensure that all relevant hotel, company and local rules, policies and regulations are adhered to.

Operational:

• To be responsible for the inventory of guest supplies, cleaning supplies, printing and stationary for the rooms, linen, uniforms, etc.
• To communicate with the Materials department to ensure the timely ordering and receipt of additional stock as required.
• To carry out inventory-taking of supplies and operating equipment as required by the Finance Department.
• To communicate with the florist for hotel flower arrangements, ensuring their proper arrangement and maintenance.

Operational (continued):

• To communicate with and supervise the hotel's contracted pest-control and other contracted companies to ensure that effective programmes are instituted and maintained.
• To ensure the cleanliness of guest rooms.
• To ensure that no defect or dirty rooms are sold to a guest.
• To ensure that public areas are clean and up to standard.
• To provide clean and presentable uniforms for all hotel employees.
• To assist the Food and Beverage department as necessary by providing decoration materials for special theme parties and other promotions.
• To ensure the proper handling and control of lost and found items.
• To conduct frequent and thorough inspections of guest rooms and Rooms areas in general, together with the Front Office Manager and Assistant Managers - Housekeeping.
• To ensure that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are prepared with the appropriate welcome and other amenities.
• To work closely with the Front Office and Engineering Departments to block rooms as necessary for maintenance.
• To ensure that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
• To work closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• To make sure that Housekeeping employees work in a supportive and flexible manner with other departments, in a spirit of "We work through Teams".

Personnel:

• To assist in the recruitment and selection of all Housekeeping employees. To follow hotel guidelines when recruiting and use a competency-based approach to selecting employees.
• To oversee the punctuality and appearance of all Housekeeping employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department's grooming standards.
• To conduct annual Performance Development Discussions with Housekeeping employees, to support them in their professional development goals.
• To plan and implement effective training programmes for all Housekeeping employees in coordination with the Training Manager and Departmental Trainers.
• To support Departmental Trainers through ongoing feedback and assistance at monthly meetings.
• To develop the skills and effectiveness of all Housekeeping Assistant Managers and Team Leaders through the appropriate training, coaching, and/or mentoring.
• To prepare and post weekly work schedules, making sure that they reflect business needs and other key performance indicators.
• To encourage employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
• To ensure that employees have a complete understanding of and adhere to employee rules and regulations.
• To ensure that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

Personnel (continued):

• To feedback the results of the Employee Opinion Survey and ensure that the relevant changes are implemented.

Other Duties:

• To maintain strong, professional relationships with the relevant representatives from vendors (suppliers), competitor hotels and other organisations.
• To respond to changes in the Housekeeping function as dictated by the industry, company and hotel.
• To read the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.
• To attend training sessions and meetings as and when required.
• To carry out any other reasonable duties and responsibilities as assigned.

About Us:

Archipelago International is a leading hospitality management company that operates over 150 hotels across Indonesia under various brands, including Aston, Quest, Harper, Thistle, favehotels, NEO+, and Collection O.

Salary:

The estimated salary range for this position is IDR 80,000,000 - IDR 120,000,000 per annum, depending on qualifications and experience.

Benefits:

• A comprehensive benefits package, including medical insurance, life insurance, retirement plan, and paid time off.
• Opportunities for career growth and professional development within a dynamic and growing company.
• A competitive salary and bonus structure.

Requirements:

• A bachelor's degree in Hotel Management or a related field.
• Minimum 3 years of experience in a similar role, preferably in the hospitality industry.
• Strong leadership and communication skills, with the ability to motivate and inspire team members.
• Excellent problem-solving and analytical skills, with the ability to think critically and make informed decisions.
• Proficiency in Microsoft Office and other relevant software applications.