EAM/ Hotel Manager

the singapore resort & spa; Singapore; On-site; SGD 250,000 - 450,000; Full time

Job summary

Sofitel Singapore Sentosa is seeking an Executive Committee leader to direct all hotel operations, from F&B and Front Office to Culinary, Security and Engineering, ensuring an outstanding guest journey and strong brand integrity. You will lead ExCom, set strategic direction, forecast budgets and drive revenue while mentoring managers and heartists to deliver exceptional service.

You will actively represent the property to owners and corporate teams, ensure compliance with luxury standards, and

Qualifications

• Prior experience in a luxury hotel senior leadership position.
• Proven track record of managing complex hotel operations and teams.
• Strong budget, forecast and KPI management capabilities.
• Fluent English with excellent communication and presentation skills.
• Demonstrated leadership in guest service, quality culture and ethics.

Responsibilities

• Lead and guide ExCom and management to achieve brand and guest-driven goals.
• Oversee all hotel operations including F&B, Front Office, Culinary, Security, Engineering.
• Strategize, plan and forecast for future success and budget optimization.
• Ensure exceptional guest journey from pre-arrival to post-departure.
• Drive revenue opportunities, cost control and compliance with standards.
• Mentor managers and heartists, promote a high-performing culture.
• Represent the hotel in communications with owners and corporate offices.
• Maintain safety, cleanliness and HACCP compliance throughout the property.

Skills

Luxury leadership

Strategic planning

English fluent

People management

Budgeting

Crisis management

Tools

HACCP

Job description

Job Description

The position is an Executive Committee role responsible in managing all aspects of the Hotel Operation including Food and Beverage, Front Office, Culinary, Security, Engineering, at Sofitel Singapore Sentosa whilst working along with other Executive Committee heartists to strategize, plan and forecast accurately for the future success of the property. The incumbent is to ensure the delivery of Sofitel Singapore Sentosa’s experience throughout the entire guest journey meanwhile ensuring optimization of forecast and budget as well as developing managers and heartists.

Primary Responsibilities

Ensures Luxury guest journey from pre-arrival to post-departure

• Acts as the face of Sofitel Singapore Sentosa and represents the resort as the primary leader,
• Leads and guides the Executive Committee and management teams in driving the hotel to achieve its brand and guest driven goals.
• Be present to personally welcome residents and patrons.
• Be the host at Sofitel Singapore Sentosa and keeps levels of service constantly elevated.
• Re-invents service every day to create the best customer journey – engaging, enticing, surprising, entertaining, and fully individualized to each market, demographic and guest profile.
• Communicates in an effective and timely manner with Executives and the Cluster General Manager on matters which require the attention of Executive Committee and the Cluster General Manager.
• Represents Sofitel Singapore Sentosa and the Sofitel Brand in projecting a credible image to the market, residents, and heartists alike.
• Be visible around the hotel and show an active interest in our heartists’ welfare.
• Oversees all preventive maintenance plans.
• Always ensure a clean and hygiene-compliant hotel environment.
• Leads by example in living the Raffles brand values and established service culture as well as Code of Ethics.

Maximises REVENUE INFLOW AND COST CONTROL

• Sets, plans and directs the operational departments to achieve agreed goals of gross operating profit through attaining competitive RevPar Index, Average Check and goals.
• Supports the hotel’s annual budgeting process and adhere to the Owner/Accor established guidelines.
• Assists in managing the hotel’s budget and ensuring that expenses incurred are within budget and in line with the established guidelines.
• Leads the forecasting process for all areas of responsibility and ensures accuracy as per policy.
• Follows protocol in approving expenses and obtains the approval for items which require approval at this level before implementation.
• Cooperates with the Finance team and ensures compliance of credit policies and procedures through signatures and meetings.
• Constantly identifies new revenue opportunities and improvement of existing revenue streams.
• Ensures intelligent use of funds available by optimizing spending yet ensuring availability of funds for needed improvements and new initiatives.

Seeks constant improvement of quality in product and services

• Complies with Sofitel’s established guidelines on the hotel organizational structure and reporting lines, for example the Executive Committee structure.
• Works with respective Executive Committee member to ensure F&B concepts, service of sequence and products are always aligned with vision and market trends.
• Ensures residents and patrons receive the experience as detailed in brand Standard Operation Procedure (SOP), Sofitel Singapore Local Standard Operation Procedure (LSOP) as well as Forbes and LQA standards and aims to achieve the scores and goals set.
• Oversees the handling and follow-up of any security incident or guest complaint and always reinforces hotel values.
• Co-chairs the execution of cleanliness matters in line with government regulations and WHO requirements.
• Oversees management of CAPEX and projects for the year.

Inter-Divisional/Stakeholders LIAISON

• Responsible for all Sales and PR missions and visits on property.
• Helps and supports to establish positive owner relations through proper and appropriate communications with the appointed Owner’s representative.
• Follows appropriate protocol in communicating with the appointed Owner’s representative and keeping the Cluster General Manager informed of such communications.
• Leads and guides the ExCom and management teams in driving the hotel to achieve its KPIs.
• Complies with Sofitel Singapore Sentosa’s established guidelines on recruitment, appointment and promotion of ExCom, Department Heads and heartists.
• Works with local education and government institutions to ensure Sofitel’s position as a community leader is ensured.
• Develops training programs for heartists and interns and is the face to the local Singapore core of young talent.
• Leads the HACCP, Heartist Cafeteria and Sustainability committees.
• Ensures all Marketing and PR Communications are in compliance with Sofitel Brand Marketing guidelines.
• Supports and helps to prepare and submit the weekly/monthly reports to Corporate Office and Owners.
• Complies with Accor and Sofitel’s established guidelines on heartist’s fringe benefits.
• Ensures synergies amongst departments.
• Performs any other duties and responsibilities that may be assigned.

Main Complexity/Critical issues in the Job

• Integrated aspect of the property.
• Historic hotel with constant product challenges.
• Emergency and crisis management.

Qualifications

• Prior experience in a luxury hotel senior leadership position.
• Experience managing ultra-luxury operations, with a preference in resort style properties
• Strong educational background with professional qualifications and a continuous learning mindset.
• Fluent in English.
• Proven track record of building a strong service, and quality culture
• Strong people skills and a track record of fostering positive, inclusive, high-performing cultures.
• Demonstrated leadership, organization, and interpersonal skills.
• Strategic thinker with excellent communication and presentation skills.
• Displays a strong entrepreneurial spirit
• Bottom-line oriented with a focus on quality guest service and team-building.
• Creative and innovative mindset.
• Ability to collaborate and work in a fast-paced environment.
• Excellent sense of prioritization and time management.
• Professional demeanor and strategic orientation.
• Engaging, friendly, and charismatic with a natural ability to connect with guests.