EAM Rooms

Company Description

Reporting to the General Manager, the role holder will contribute to the
performance of their departments by facilitating the hiring and retention of
exceptional talent as well as driving heartist engagement, learning and
development, performance and talent within their departments by strategically
leading through their Department Heads. They will have a desire to be the best
at what they do and achieve operational excellence in their departments
through all the metrics that are measured.

Job Description

• EAM Rooms leads and supervises all relevant activities in Rooms operations departments and manage overall operations in absence of General Manager.


• Responsible for the commercial results of operational departments.


• Keeps close contact with the General Manager and co-ordinates relevant activities to improve commercial, Rooms and other results.


• Ensures that the hotel consistently disposes of adequate, motivated and skilled personnel at all levels.


• In performing these duties he/she shall at all times maintain good relations with his/her supervisor, the Department Heads as well as the local authorities and other key persons On-going self-driven education on hotel, hotel industry, local market, and technology


• Handle all guest interactions professionally and appropriately


• Effectively communicate with other hotel departments, regional, and corporate teams


• Manage the operations of the hotel in order to maximize profitability and to ensure superior guest service and product quality


• Develop, recommend, implement and manage the operational department's annual and long-term goals


• Ensure that all operations departments are maximizing revenue and profit potentials while minimizing costs


• Manage operational expenses to stay within budget guidelines, as well as gather and report financial information to the General Manager


• Manages performance issues that arise within the operational departments, as well as train, develop, coach and counsel, conduct performance evaluations and resolve problems of departmental team members and managers


• Ensures optimal compliance with corporate focus audit


• Is an integral part of the business team, attends all scheduled meetings and contributes actively with proper preparation


• Conducts a daily briefing with management on current key activities


• Evaluates changes in guest needs, the guest mix and competitive set, to recommend appropriate product/service and operational changes as necessary


• Ensures guest and employee satisfaction, while maintaining market competitiveness and exceptional financial performance


• Anticipate and address guest issues and establish proactive processes to promote guest satisfaction


• Interacts in a positive way with all team members to ensure a luxury guest experience


• Ensures compliance with local health and safety regulations

Rooms Division
* Supervises all operational areas, ensuring that all hotel guests and visitors are met, and guest satisfaction is maintained across the resort.
* Maintains a high level of communication and feedback within the departments
* To ensure that all Rixos policies and SOP's are in place for the Food and Beverage Department and that they are regularly checked upon, filed correctly and adhered to at all times
* To make sure that appropriate fire evacuation procedures are in place, that all Associates are aware of them and that regular fire drills are carried out
* To ensure regular team, section and departmental meetings are held in the Rooms Departments and that the results/outcomes are recorded, filed and followed up
* To be aware of local market competition, to monitor trends within the industry and make suggestions how these could be implemented in our hotel.
* To carry out regular quality control functions in all areas of the Rooms Departments to ensure a consistent high quality of all services is maintained.
* To be innovative, suggesting new ideas and investigating new ways of doing things or new services for our guests
* To provide advice to the hotel's management team on all aspects of the hotel's operations, environmental health & safety matters as well as the operational efficiency of the property
* To carry out quality control functions in all areas of the department daily to ensure a consistent high quality of all services is maintained
* To ensure the timely and correct preparation and submission of all administration and audit reports
* To handle guest complaints, comments, problems and requests in a professional & efficient manner, to document all complaints properly and to ensure that other HODs and Managers are fully informed about complaints/issues concerning their areas of responsibility
* To carry out Duty Manager shifts/tasks when required and to perform any other duties that may be assigned from time to time by the Management
* To make sure that all working materials/equipment, areas, signage and vehicles are always in good condition and cleaned/maintained regularly and that all faulty equipment, repair matters and health & safety concerns are immediately reported to the appropriate departments for rectification
* To co-ordinate and control issues related to costs, expenses, wastage, breakages, security and stock control
* To ensure regular inventories of the Department are carried out on time.
Talent & Culture
Employee Relations
* Foster a positive and structured work environment which encourages the successful operation of the business, calling upon the necessary processes to deal with disciplinary, grievance and workforce change situations.
* Work alongside with the Talent & Culture leader to investigate, document and administer corrective action immediately and effectively to reach the mutual goals of the business and the heartist.
Recruitment
* Hire new heartists in conjunction with the Talent & Culture Leader through INES
* Use the interview guides provided and Talent Meter to gain further information on any potential candidate
Employee Engagement and Communications
* Strive to increase heartist engagement by promoting a positive work environment where each heartist is informed and proactive about the overall business goals. Ensure the consistent delivery of business and associate information with transparency so that each heartist understands how they contribute to the company's success. This will include working on the Employee Engagement Survey (EES) and Talent & Culture Audit. Ensure the EES Champions for the hotel/departmental action plans in order to increase heartist engagement and improve EES scores year on year.
* Represent the organization as an exemplary ambassador the All Inclusive - Heartist Service Culture
* Labour Turnover to be closely monitored and proactive actions taken with regards to trends and suggestions to Talent & Culture leader as well as General Manager.
Learning & Talent Development & Performance Management
* Ensure bi-annual Talent Review process is conducted and associated documentation maintained to the required standard.
* Facilitate the performance management cycle from probation reviews, annual performance reviews, development plans and goal setting as well as on the job training
* Ensure Departments have adequate Departmental trainers, and these are well utilised
* For all supervisory positions have a transparent development programme in place in conjunction with the Talent & Culture leader as well as Learning & Development.
* Development of direct reports to give them ongoing feedback and development.
Finance
* The activities and contribution of the role will impact the performance of the hotel.
* They will act on behalf of the business to work through complex situations and reduce risk, interpreting and implementing company policies and employment legislation as appropriate.
* They will be required to exercise sound judgment and integrity at all times to ensure confidentiality of protected information.
* Be fiscally competent in rostering and labour costs, budgeting, forecasting including the commentary that goes with the documents/meetings.
* Demonstrate full awareness of departmental budget/P &L and work towards achieving it by minimizing expenses and maximizing F&B revenue
* Plan all CAPEX

Abilities/Key Competencies/Skills
Alongside these key competencies, the incumbent of the role will be required
to demonstrate the fundamentals of the company's Heartist service culture to
be responsive, respectful and deliver a great experience.
Leading Myself
* Positive Orientation
* Operational Decision Making
* Self-Development & Management
Leading Others
* Developing an Empowered Team
* Leading an Engaged and Diverse Team
* Communication
Leading the Business
* Advocating Guest Passion
* Business Planning and Analysis
* Business Improvement and Change

Qualifications

Experience/Certificates/Education
* Bachelor 's Degree/Master's Degree from a reputable hospitality/business school preferred
* Minimum ‎15 years of total experience with strong operations background
* At least ‎2 years of experience in a similar capacity
* High degree of professionalism with strong understanding of hotel operations and business acumen
* Excellent reading, writing and oral proficiency in English language, knowledge of Arabic language can be added advantage
* Strong working knowledge of Digital tools
* Strong leadership, interpersonal and training skills
* Excellent communication and customer contact skills
* Results and service oriented with an eye for details
* Ability to multi-task, work well in stressful & high-pressure situations
* A motivator & self-starter
* Well-presented and professionally groomed at all times

Additional Information

This role requires an Arabic speaker.