Group Operation Director

2 days ago

Ho Chi Minh City, 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 e-commerce, 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 pre-opening 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 fit-out 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 prop-tech 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, fit-out 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 third-party 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 eco-friendly sustainability and tech-advancement trends
- Manages relationship with government, local authorities and neighbours within area
- Engages with PR & media channels and acts as front-facing 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 pre-shift briefings, staff meetings, digital channel updates, and other check-ins
- 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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