ASSISTANT HOTEL MANAGER /OPERATION MANAGER

Pearl View Hotel; Butterworth; On-site; MYR 78,000 - 134,000; Full time

Job summary

Pearl View Hotel in Butterworth, Penang is seeking an experienced Assistant Hotel Manager / Operation Manager to oversee all hotel operations, ensuring smooth day-to-day activities in line with brand standards and profitability.

The role coordinates Front Office, F&B, Housekeeping and Sales, develops procedures, trains staff, handles guest feedback, and supports marketing and revenue initiatives while maintaining excellent guest service.

Qualifications

• Experience in hotel operations management or similar role.
• Ability to coordinate Front Office, F&B, Housekeeping and Sales.
• Experience in training and staff development.

Responsibilities

• Oversee all hotel operations to ensure smooth, professional and profitable day-to-day performance.
• Coordinate Front Office, F&B, Housekeeping and Sales to maximize revenue across rooms and services.
• Develop and implement standard operating procedures and training programs for departments.
• Greet and respond to guest feedback, ensuring timely resolution and satisfaction.
• Lead regular briefings, meetings and performance reviews with department heads.
• Support marketing planning and sales initiatives, including planning and forecasting.

Job description

ASSISTANT HOTEL MANAGER /OPERATION MANAGER

Manages all aspects of the hotel operations, ensuring smooth day-to-day operation in a professional, efficient, profitable manner and in accordance with the policies and guidelines of the hotel.The Operation Manager is responsible for all aspects of Hotel activities relating to the effective and efficient operation and makes decision during the absence of Director of Operations / Directors.

Administration

Front Office/F&B/Housekeeping/Sales

Coordinate the activities of Front Office, Sales and Food&Beverage department to maximize rooms and F&B revenue.

Develop effective office organization and procedures to support the front office & F&B department.

To coordinate Front Office activities to ensure work updates are consistently maintained and all correspondences promptly handled within 24 hours of receipt

To plan and implement the development and execution of Training programs based on Standard Operation Procedures.

Meets with guests to check on guests’ satisfaction and feedback for improvement

Supervises the Front Office & F&B & Housekeeping department and ensures the highest level of service is provided.

Confidentiality

Shall not disclosed or divulge at any external person, firm or corporation, any trade secrets or confidential information regarding business dealings or affairs of the Hotel to which you may become aware or may have had access arising from employment with the company.

Training

Conduct regular training to duty managers and all front office staff and ensures that they achieved the desired level of customer service.

Conduct daily briefing to all depts.-Front Office/F&B/Housekeeping/Maintenance staff pertaining to daily Hotel operations.

Chair daily briefing and weekly departmental meeting.

Attends or Chairs Specific Meetings to Update, Share or Obtain Information

Chair daily morning department head briefing.

Chair F&B meeting/Sales Meeting/Operation meeting.

Operations

Support and assists the Director of Operations in meeting with the hotel’s operational standards.

Assists to develop training program, plan staff work schedule and other management activities with the Management.

Assists in acting as the hotel’s representative to promote good publicity and counteract bad publicity.

Accepts guests complaints, requests, enquiries and handles them under the guidance of the Management.

Participate in the monthly forecast and departmental reports and performances.

Marketing Planning

Participate in the development and execution of the hotel marketing plan :

Identify sources of group business for the hotel and establish solicitation programs to maximize sales.

Help identify sources of individual business and provide the sales elements of developing relationship with them.

Participate in development of marketing plan (specially sales action), budget and marketing audits.

Maintain accurate forecasting for all group / FIT segments and identify peak periods for sales emphasis.

Direct and administer the sales program of the hotel :

Establish programs and direct efforts to achieve group and FIT room night goalsset by Management.

Monitor sales production and adjust sales activities, account coverage and sales priorities as necessary to achieve plan goals.

Establish account qualification criteria and use market research and telemarketing resources to identify priority markets and accounts, assign sales to assure coverage of all major markets.

Establish travel schedules and monitor travel expenses to optimize sales productivity.

Develop active communication and close rapport with Convention and Incentive Bureau, National Tourist Offices, Corporate Companies, planner associations and other sources of sales information and support.

Plan, establish goals for, and administer sales function to deliver qualified leads to the hotel.

Develop annual sales department budget and execute the sales programs and activities within it.

Selling – Rooms & F&B

Solicit new accounts for new business.

Close follow-up on tentative/holding bookings

Increase revenue through new business or upselling

You are to achieve a monthly sales target of RM150,000.00 (‘the target’) during your fixed term employment with the Hotel. The target shall not include OTA and walk in guest room revenue.

Business Tracking/Database Management

Summarizes all relevant data current and previous years.

Obtains all information available for the forthcoming year (occupancy, economical outlooks, trends, festivities, banquet and room reservations, etc)

Lead and develop sales personnel :

Recruit, select, train and motivate Sales Department personnel to realize their potential to develop individuals for advancement within the hotel.

Assure understanding of Position Description, goals and Standard of Operating Procedures for Sales Department personnel, and conduct formal annual evaluations and ongoing coaching and counseling.

Maintain established personnel policies and procedures of the hotel. The target shall not include OTA and walk in guest room revenue.

Human Resources

Identifies with the Human Resource the training needs required for further development within the departments.

Working Relationship

Maintains communication and creates a sound working relationship within the Front Office, F&B and Housekeeping Department.

Maintains close liaisons with the other departments.

Environment Awareness

Reduces waste and re-use as much as possible.

Recycles whenever possible.

Conserves water and energy

Maintains a healthy and clean surrounding

Participates in activities relative to the protection of the environment.

General

In addition to his primary responsibility, may be called upon to help other departments

From time to time, may be ask to take on special task and to perform additional duties to those outlined above by the management.