Senior Manager – Rooms

Job description / Role

Position Summary

In accordance with the policies, procedures and standards of MCE Leisure (Philippines) Corporation, this position is responsible for providing leadership and direction to ensure efficient, effective and profitable operations of all departments under the Rooms Division. This position is also responsible for achieving sales, profitability and quality goals for the Rooms Division by developing and executing marketing strategies, controlling costs and providing quality service and products to customers.

Primary Responsibilities:

- Develops and implements strategies to achieve Customer Satisfaction Index Goals
- Creates a positive work environment for all employees
- Prepares monthly forecast of revenues, expenses and GOP for the Rooms Division.
- Collates and analyses forecast from Front office and other areas under Rooms
- Consults with Sales and Marketing on key action plans to come up with the best marketing strategies
- Prepares Operating Budget, Capital Expenditures and Business Plan
- Reviews financial results and develops plans to boost revenues.
- Develops and implements appropriate action plans
- Provides control over rates; implements approved rate changes
- Coordinates billing with the Finance Division
- Assures the maximization of total room occupancy by supervising the accurate listing of all future reservations
- Maximizes the total occupancy of the Hotels by serving as a reservation liaison with other hotels within the Company.
- Develops and implements Customer Recognition Program. Conducts courtesy calls to guests/customers (in-house and external)
- Ensures that proper and updated Guest History and Preferences are maintained and updated.
- Ensures that there are proper service standards in all areas of the Rooms Division.
- Ensure Rooms Division staff are competent in and effectively use up-selling techniques to maximize revenue
- Efficiently resolve any issues raised by any guest to ensure their needs are met and their expectations are exceeded. Ensure on-going relations and rapport are not compromised with the guest and exceptional customer service is provided at all times
- Manage, coach and develop all employees within the division to ensure competence, performance and succession objectives are met.
- Monitor the training and development needs of staff and develop and organize appropriate training to ensure competency standards are maintained
- Continually look to improve and develop procedures in order to increase efficiency and productivity and improve service to guests
- Ensures that there are proper service standards in all areas of Rooms Division. Recommends improvements and consults with Training and Development for specific training programmes.
- Maintains open line of communication with appropriate Heads
- Checks daily for out-of-order rooms, VIP Rooms and special accommodation requests
- Ensures proper maintenance of all rooms and related facilities in line with the image of the Hotel
- Adhere to and exhibit pro-active leadership in accordance with internal policies by assuming responsibility for ensuring the workplace is free of unacceptable workplace behaviour, and a workplace culture of equity and diversity is fostered
- Oversee proper operation of various departments of the division especially those servicing VIP guests
- Maintain consistent and effective communication to all departmental managers and staff
- Ensure close communication and relationship with VIP guests to ensure guest’s stay experience is positive
- Adhere to all Company policies and procedures
- Report accidents, injuries, unsafe work conditions and/or security issues to the Management
- Recommend and/or execute management policies to hire, transfer, suspend, layoff, recall, discharge, re-assign, or discipline employees.
- Perform other reasonable job duties as assigned by management from time to time

Requirements

Experience

- 5 -6 years’ work experience in a various areas of Rooms Division (Front Office, Business Canter, Club Floors, etc.) in managerial level/role or equivalent at a 5 star hotel with 1 – 2 years preferably as Rooms Division Manager or similar position

Education

- Degree Holder in hospitality field or equivalent professional training
- Preferably, has attended summer programs or short programs in Business Management although not a major requirement

Skills/Competencies

- Understanding of Hotel Property Management System (preferably Opera)
- Proficient in software packages including Word, Excel, Outlook
- Leadership skills and staff motivation, strong in finance and budgeting
- Extrovert, proactive, responsible, alert and agile, pleasant personality, efficient and tactful
- Energetics and positive
- Good command in both written and spoken English
- Consistently well-groomed
- Above average analytical skills
- Good Financial understanding and hands-on experience with budgeting, forecasting, revenue analysis, cost/expense management, and the likes
- Able to work on flexible shifts including overnight, weekends and holidays on rotation basis
- Able to work on overtime when needed

About the Company

Melco Crown (Philippines) Resorts Corporation (PSE: MCP) is a subsidiary of Melco Crown Entertainment Limited (SEHK: 6883; NASDAQ: MPEL), a developer and owner of casino gaming and entertainment casino resort facilities in Asia.

Melco Crown Philippines is currently developing City of Dreams Manila, an integrated resort in Manila, which is expected to open in 2014 and have six hotel towers, including an approximately 260-room Crown Towers hotel, the 321-room trendsetting Nobu Hotel Manila and other hotel with VIP and five-star luxury rooms, numerous specialty restaurants and bars, gaming facilities, a multi-level car park, as well as three separate entertainment venues, including Manila’s first branded Family Entertainment Center, a live performance central lounge inside the casino and a night club situated at the Fortune Egg – a unique domelike structure expected to become an iconic landmark in this part of town.