Hotel Manager - Hyatt Place Kuala Lumpur Bukit Jalil

Job description

Come and join us in our journey as we care for people so they can be their best! We believe that being your best is about being your true self - engaged, fulfilled and ready to take on the world.

Hyatt Place Kuala Lumpur, Bukit Jalil - marks the first Hyatt Place hotel in Malaysia. Located in Bukit Jalil, an affluent suburb located within the southern corridor of Kuala Lumpur, the hotel features 250 guestrooms, a three-meal restaurant, large Ballroom, 4 meeting rooms and flexible event space, Rooftop restaurant, a fitness centre, and a sky pool.

We are currently looking for a Hotel Manager to join us as we continue to embark this exciting journey with the hotel. This position reports to the hotel General Manager. Due to work permit restrictions, this position is only open for candidates with work authorization in Malaysia.

Main Duties

Administration

· Oversees and assists in the preparation and updates of the Guests Services Operations Manual.

· Conducts regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.

· Plays in-charge role when General Manager is away from the hotel site.

Customer Service

· Ensures that all associates under your responsibility deliver the brand promise and provide exceptional guest service at all times.

· Ensures that all associates under your responsibility also provide excellent service to internal customers as appropriate.

· Ensures that all associates under your responsibility are aware of current promotions, policies and other important information.

· Ensures that all associates under your responsibility are familiar with the hotel’s products and services.

· Ensure that Guest Satisfaction Survey (Medallia) score is achieved or exceeded the corporate target.

· Implements consistent guest recognition programmes and maintains a relevant guest history database.

· Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

· Maintains positive guest and associate interactions with good working relationships.

· Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.

· Spends time in Front of House during peak periods to ensure that areas are managed well by the respective team and delivers the brand promise.

Financial

· Maximises associate 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.

· Ensures that all associates under your responsibility 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.

· Maximises rooms’ sales and revenues for the hotel through appropriate yield management, upselling and inventory management initiatives, and working closely with the General Manager and Director of Sales.

· Assists in monthly reforecast, as appropriate.

· Assists in the preparation of the Annual Business Plan.

· Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.

Marketing

· Assists in weekly yield and revenue management meetings, as necessary.

· Assists in the preparation, utilisation and update of an annual Marketing Plan.

Operational

· Monitors rooms’ standards in general, working through the respective Manager, Lead Hosts and Hosts to take corrective action where necessary.

· Conducts frequent and thorough inspections of guest rooms and all Front of House areas

· Ensures the strict control of room keys.

· Assists in securing external guest accommodation in overbooking situations.

· Ensures that public areas are clean and up to standard.

· Ensures that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified and that each room is prepared.

· Ensures rooms are blocked as necessary for maintenance.

· Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.

· Responds to the results of the Quality Audit and ensures that the relevant changes are implemented.

· Handles valuable 'Lost and Found' items according to Hyatt Policy.

· Works closely with other associates in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

· Ensures that the Guest Services associates work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.

· Ensures that all guest details are entered correctly in accordance with the principles of clean data.

Personnel

· Recruits and selects, along with the General Manager, Manager, Lead Host, Host follows hotel guidelines when recruiting and uses a Leadership Expectation and Core Skills approach to selecting associates.

· Ensures the punctuality and appearance of all Guest Services associates, 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.

· Conducts Annual and Mid-Year Performance Development reviews all associates under your responsibility, supports them in their professional development goals.

· Implements Hyatt Place Learning Activities training and makes sure all associates under your responsibility complete the Learning Guides within 90 days.

· Develops the skills and effectiveness of all associates under your responsibility through the appropriate training, coaching, and/or mentoring.

· Prepares and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.

· Encourages associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.

· Supports the implementation of The People Brand, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.

· Ensures that associates have a complete understanding of and adhere to employee rules and regulations.

· Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

· Feedback the results of the Colleague Engagement Survey and ensure that the relevant changes are implemented.

· Drives employees satisfaction and maintains Employee Turnover rate to meet or within our annual target.

Other Duties

· Attends and contributes to all training sessions and meetings as required.

· Is knowledgeable in statutory legislation regarding associate and industrial relations.

· Exercises responsible management and behaviour at all times and positively representing the hotel management team and Hyatt International.

· Maintains strong, professional relationship with relevant representatives from competitor hotels, business partners and other organisations, especially travel agencies, local business groups and airlines.

· Reads the hotel's Associate Guide and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.

· Ensures high standards of personal presentation and grooming.

· Responds to changes in the Guest Services function as dictated by the industry, company and hotel.

· Carries out any other reasonable duties and responsibilities as assigned.

Desired profile

Qualifications :

Minimum 5–10 years in the hospitality industry

At least 3–5 years in a senior leadership role (e.g. Rooms Division Manager, Director of Operations, or Department Head)

Proven track record in:Managing hotel operations (Rooms, F&B, Front Office, Housekeeping)

Handling financial targets (RevPAR, ADR, GOP)

Handling guest satisfaction and service excellence