Group Operation Director

2 weeks ago

Ho Chi Minh City, Ho Chi Minh, Vietnam PERSOLKELLY Vietnam Full time
Open for bott expat and Local who has strong experience in Vietnam hospitality market

  • Base in HCMC
  • Negotiable Salary

Responsibilities

Revenue

  • Drives rooms revenue with collaboration of sales and marketing teams through setting room rates, buckets, analysis of RevPAR and continual improvement strategy
  • Drives F&B revenue with collaboration of FOH teams through cost analysis, supplier sourcing, table turnover, service delivery and continual improvement strategy
  • Understands and tracks ecommerce, social media and latest trends and functions
  • Liaises with the sales and marketing team on activities, tactics and goals, including account management strategies, PR and media planning. Plays an active role

Costing

  • Monitors and reviews hotel operations to gain efficiency while maintaining quality and consistency
  • Liaises with third party suppliers and outsourcing companies, including selection and negotiation, to achieve efficiency and in line with Wink brand and ethos
  • Ensures adherence to approved budget

Finance

  • Leads all operational budgeting exercises
  • Collaborates with CFO for clear and accurate financial reporting, in line with USALI and local standards
  • Monitors and controls net working capital and cash flow
  • Collaborates with accounting team for credit policies and accounts receivable, in collaboration with the sales team

Managing the Guest Experience

  • Demonstrates and communicates key drivers of guest satisfaction to target customers
  • Stays visible and interfaces with guests on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction
  • Adheres to and promotes brand standard and guidelines, sensed by all guests
  • Creates an overall positive and engaging atmosphere in all hotel areas

Pre-Opening Operations

  • Creates preopening budget and anticipated Year One budget of operations
  • Creates a competent, reputable, reliable and engaging team through recruitment, training, retaining, coaching and appraisal
  • Works with technical team, consultants and collaborators on all aspects of property handover including fitout plan adherence, timelines, task lists, purchasing, inventory control, defects, etc.
  • Manages and controls procuring, tendering, purchasing and implementation of OS&E and other deliverables for property sites
  • Sources and implements latest and appropriate proptech and incorporates all IT software and hardware systems into operations
  • Conducts regular site inspections during building stage with the technical team, ensuring plans consistent with design, fitout and overall inclusions
  • Provides feedback to technical team on operational efficiency

Per Annum Operations

  • Champions the brand's service vision for its product and service delivery and ensures alignment amongst the hotel leadership teams
  • Engages with, reviews, and hires thirdparty partnerships, contracts, and other agreements
  • Adheres to procurement procedures and policies
  • Makes and executes executive decisions to drive property forward as market leader
  • Develops and executes operational strategy
  • Ensures all SOPs are relevant, implemented and improved when necessary
  • Drives initiatives based on ecofriendly sustainability and techadvancement trends
  • Manages relationship with government, local authorities and neighbours within area
  • Engages with PR & media channels and acts as frontfacing ambassador
  • Keeps up to date with latest technology trends and implements into operations
  • Monitors utility, repair, and energy efficiencies
  • Ensures the property preventative maintenance program is adequate

Team Organisation & Development

  • Leads the process with the support of the Human resources, including L&D team for the hiring, onboarding, training, retention, career growth, coaching, counselling, promotion and succession planning as well as employees' yearly plan, benefits and engagement
  • Ensures fair, consistent guest and employee treatment, sets goals and expectations, tracks engagement, sets reward and disciplinary procedures and actions
  • Champions change, fosters commitment to excellent service, models desired service behaviours in all interactions, solicits feedback and utilises an "open door policy"
  • Incorporates guest satisfaction as a component of staff behaviour

Reporting & Others

  • Implements operating material as SOPs, JDs, mystery shoppers and training manuals
  • Prepares regular financial and operational reports, with operation managers for CEO
  • Ensures regular, ongoing communication in all hotel operations including preshift briefings, staff meetings, digital channel updates, and other checkins
  • Attends trainers' meetings and development programs and shares results
  • Maximises employee productivity and morale, communicates Wink standards, policies and procedures, and consistently adheres to brand guidelines and local regulations
  • Actively contributes to and attends hotel and departmental activities

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