SHANGRI-LA HOTEL, JAKARTA**MAIN RESPONSIBILITY**:The key responsibility will be to manage the day to day operation of the hotel, in line with company policy and brand standards.Represents the hotel through visibility and high profile with both in-house and external guests. Actively involved in strengthening relationships with key accounts and ensures the Shangri-La brand image is protected/enhanced at all times.Work closely and effectively with the General Manager to drive strategic projects, revenue and financial goalsAdopt a hands-on approach to maintain quality and lead the team in all areas of operations to ensure enhanced levels of guest satisfaction by creating a fun atmosphere and ensure a highly personalized and locally inspired guest experience in the hotel.Handle every part of the hotel through close involvement in all operations, multi-skilling the team to ensure an efficient and effective business.Lead and encourage the team by understanding their individual needs and working with them in an approachable way by creating an environment that promotes development of people through coaching and mentoring. Actively involved in employee development, assists with evaluation, succession planning, tracking and effectively communicating staff development.Effectively manage costs, expenses, wastage, breakages, security and stock control whilst maintaining operational service levels to improve profitability in line with flow-through targets. Is knowledgeable about forecasting, budgeting, CAPEX, ROI, balance sheets, cash flow report, finance policies and procedures and finance audits.Actively involved with guest on a daily basis. Regularly meets and effectively communicates with guests of the hotel and is able to handle requests, disputes, complaints and emergency situations in the best interest of the both the customer and the hotel. Demonstrates operational knowledge of F&B, Rooms, Engineering, and Security matters and addresses any issues identified through the audit process.Perform duties of the General Manager in the absence of the incumbent and perform other duties as requiredDrives and monitors all IMS/CSR initiatives including environment, health and safety, employees and the community, and supply chain management.Drives the brand culture through effectively managing such programs as Shang-Care, CDP, Orientation and Staff dialogues.Drives/monitors all matters pertaining to quality assurance and effectively manages the core project teams to assures that quarterly/yearly goals are met by using effective internal/external communication and teamwork.Is properly trained, demonstrates a thorough understanding and is proactive in addressing any safety or security matters relating to the hotel property, equipment, guests and staff.Manages hotel operations and assigned divisions effectively in order to maximize/optimize revenues and profits and drives performance monitor scores without affecting brand image, service quality and guest expectations.Monitors employee satisfaction levels based on SOS and other feedback available: organizes and chairs focus group meetings, tracks implementation and measures results.**REQUIREMENTS**:Excellent communication skills in English and Mandarin (both written and spoken)A diploma and/or undergraduate degree in related disciplinesIdeally more than 10 years of experience in an international luxury hospitality industry with strong knowledge across multiple functions, preferably with rooms operation background.Knowledge in hotel management best practices and relevant laws and guidelinesEnthusiastic and dedicated with an eye for detailsService-oriented and well-organized with strong sense of responsibility
