Job title: ROOMS DIVISION MANAGER
Company: WHR Solution
Job description: About Company
DO YOU HAVE WHAT IT TAKES TO BE PART OF THE MELIÁ DESERT PALM FAMILY?
Meliá Desert Palm Member of Meliá Collection, is part of the global Spanish hotel company,
Meliá hotels International. Located only 20km outside Dubai’s city centre, this Arabian
retreat is the ultimate escape to relax in sophisticated elegance. A combination of rooms,
suites and cosy private pool villas, chic spaces for culinary refinement and spa
indulgences surrounded by vast green landscape and endless sunshine
WHAT WE BELIEVE AND HOW WE CHOOSE TO BEHAVE:
At MELIA DESERT PALM DUBAI, we always behave in the following way…
We have pride in the work we do, how we present ourselves, and how we communicate with our guests and our colleagues.
We use our initiative and always find the best way to solve a problem for a guest or a colleague.
We work closely with colleagues across all departments to deliver the highest quality of service on all occasions.
We always think of new ways to surprise and delight our guests.
We treat guests and colleagues with dignity and respect. Everyone is important.
We hold ourselves to the highest standards of honesty and integrity.
We are proud to represent our hotel and our country to guests from all over the world.
WHY THIS JOB EXISTS:
To oversee and manage the day to day and strategic operation of all Rooms operations to the agreed standards ensuring total guest satisfaction is achieved. To meet and improve upon all agreed financial and quality targets within the departments. To ensure all Rooms Management and staff are managed and developed to the agreed standards. To be involved with achieving the agreed Rooms sales strategy and ensuring yield is always maximised.
At MELIA DESERT PALM DUBAI, we are proud to represent our hotel and our country to guests from all over the world. We treat our guests and our colleagues with respect and work hard together to deliver the highest quality of service to all.
HOW YOU CAN SUCCEED IN THIS ROLE:
Within MELIA DESERT PALM HOTEL DUBAI, the top-performing people who do this job always demonstrate the following attitude:
Working with Others:
They always try to anticipate and exceed the needs of customers and colleagues.
They use their own initiative and good judgement to solve problems in a calm and efficient way.
They enjoy working with others to achieve common goals. They volunteer as required to ensure the success of the team.
They act with personal professionalism and integrity at all times.
They always conduct business honestly and fairly. They keep sensitive information confidential.
They can prioritize their workload effectively and be organized and structured at work
They manage their time and pay attention to detail. They know their jobs and are able to work without close supervision.
They display a positive attitude, even under pressure. They personally check their work to ensure its accuracy.
They are committed to meeting and exceeding all performance standards
They constantly look to develop their own professional skills and abilities
They perform job tasks in line with established policies and procedures
They always try to provide a top-quality experience to all our guests.
To ensure that the Rooms Departments are operated on an efficient and commercial basis and that all efforts are made to improve financial efficiency, where possible.
Minimum 2 Years of experience in handling Front Office & Housekeeping to ensure that all costs are contained to within the budget, in proportion to sales.
Fluency in English required, Fluency in Arabic desirable.
Minimum 5 years hotels experience within 5-star hotels.
In conjunction with the Sales Team, to initiate any sales activity, which will lead to increase in occupancy, Average Room Rate and yield. To be actively involved in all Rooms promotions, internally and externally and ensure good communication within the Hotel.
Ability to work under pressure, handle difficult situations and stay calm.
Strong experience with opera or similar PMS required.
FUNCTIONAL COMPETENCIES AND RESPONSIBILITIES:
Please note that this is not an exhaustive listo of everything that needs to be done. MELIA DESERT PALM DUBAI employees always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:
To analyze guest comments and audit results from a variety of tools (web, internal questionnaires, Social media, Mystery Guest, Internal Audits, etc.) and set action plans & reports which then will be shared with the management in order to identify gaps in service and training and implement actions; liaise with the Human Resources Department regarding training.
To liaise with the Head of Departments for the update and follow up of the Hotel’s Qualtiy Action Plan.
Present up to date quality results of the Hotel and the Company to the HODs at the monthly HOD meetings and quarterly Town Hall meeting.
To investigate all customer complaints and provide with a response within specified time limits (48 hours).
Promote storytelling, enhance the guest experience through sensorial architecture.
Target selected clients with Wow moments and special services such as Kids&CO.
To prepare and promote activities for special events or dates, promotions of outlets and keeping a calendar of those activities seeking the cooperation of other departments and suppliers.
To perform in all Hotel Departments, the necessary checks regarding standards and procedures to ensure that a constant level of service is maintained at all times, ensuring a general clientele satisfaction.
To provide advice and guidance to all departments within the hotel to implement new processes and procedures or/and improve the ones in place.
To conduct spot-checks in all outlets and hotel rooms to ensure that a constant level of standards are met and maintained.
To implement and monitor measures in order to resolve queries, comments and complaints as they are reported, through the various quality tools available (guest questionnaires, Melia Connect, guest feedback etc).
To attend monthly meetings of operational departments a minimum of once per quarter in order to familiarize those with the current results and expectations in terms of Guest Experience
To identify guest expectations, to ensure that their needs are met and where possible to exceed demand.
To ensure all guests’ questions and queries are answered as soon as possible. To set guidelines in handling complaints.
Defines clear procedures to maintain the quality of housekeeping operation. Procedure related to rooms cleanliness and public area, provision of supplies processing and distributing of linen, as well reporting faults and repairs
Guarantee the cleaning and maintaining of the guest’s rooms, the lobby, lounges and internal areas. Verify the observance of the procedures and the correct use of the cleaning products from the housekeeping team.
Assure a correct service from the laundry. If the laundry is an external service, coordinate the sending and collection of clothes.
Plan and distribute the daily work of the housekeeping colleagues.
Hold regular communication meetings / briefings with team members to ensure standards are understood
Develop and update quality of standard, where standard are available maintain standard as dictated by Melia Hotels International
Take action to overcome inappropriate deviations from quality standards
Plan and evaluate housekeeping operation
Review the rooms (cleaning, amenities, etc.)
Monitor housekeeping staff ensuring they maintain their personal presentation
Ensure housekeeping staff communicate with customers in appropriate manner
Free the reviewed rooms and maintain ongoing communication with reception.
Minimise the effect of problems they may disrupt housekeeping service operation
Design the annual cleaning programme: cleaning curtains, pillow covers, floor polishing, etc.
Collect, keep and organise the lost items and organise the return to the customers who made the lost item claim.
Assure that the housekeeping colleagues are doing the breakdown reports for the maintenance department and follow them up. If necessary, the Executive Housekeeper can block the rooms till the breakdown is solved.
Orders cleaning products and other purchase for the housekeeping department according Meliá Desert Palm Dubai purchasing policy.
Take responsibility for monitoring waste generated by the Hotel and source best ways to manage with focus on environmentally friendly strategies
Coordinate with the maintenance department the disinfection and extermination of rodents.
Manage the selection, training and development of the colleagues with the Human Resources Department.
Maintain security of stock and equipment
Ensure all equipment faults are reported and dealt with by appropriate person
Create an effective working environment that enables problems solving to take place to avoid conflict
Liaise with other departments to ensure effective co-operation
Recruit and select housekeeping employees
Identify skill gaps and provide the necessary training to existing employees
Monitor staff performance
Analyze quality index and customers’ comments to establish actions of improvement.
Accept the responsibility for the performance of obligations and legal rules in their department.
Collaborate with all the reports (Budget, Business Plan, forecast, etc.) regarding the operative and economic management of the hotel.
Review and control expenditure against budget
Ensure performance records and forecasts are analyzed and results reported to the appropriate person, these include records of performance against budgets.
Undertake activities in line with health and safety and risk assessment procedure
Comply with hygiene procedures and legal requirements
To attend all departmental meetings, briefings & internal or external training sessions as required.
To act wholeheartedly in the interests of the Company at all times & not to perform, arrange or carry out any work or activity which could be considered to be in competition with or affect in any way the company interests or be detrimental or damaging to it’s public image.
To ensure maximum efficiency, employees are engaged on the basis that they must be prepared to undertake reasonable duties other than those for which they have been specifically engaged.
All employees are expected to co-operate with the management, to ensure the successful application of the Company’s Equal Opportunities & Harassment policies.
To carry out any reasonable & lawful direct instruction given by a Head of Department / Assistant / Manager or Director during working hours.
Effective Communication Skills
Compensation & Benefits
- Highly Competitive Package and Benefits.
Job date: Thu, 06 Apr 2023 05:56:38 GMT
Apply for the job now!