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Job Summary
Duties:Assist the Managing Director in the strategic planning, direction, and coordination of all hotel operations.
Oversee daily operations across all departments to ensure consistency in ultra-luxury service delivery.
Lead, mentor, and develop Heads of Department; conduct performance reviews and succession planning.
Champion the hotel’s brand standards, ensuring every guest touchpoint reflects the five-star ethos.
Manage and resolve escalated guest complaints with diplomacy, empathy, and swift resolution.
Review and analyse operational KPIs, financial performance reports, and guest satisfaction scores.
Drive revenue-generating initiatives in collaboration with Sales, Revenue, and F&B teams.
Ensure full compliance with all statutory, health, safety, and licensing requirements.
Represent the hotel at industry events, VIP functions, and community engagements.
Oversee budgeting processes and monitor departmental cost controls.
Foster a culture of continuous improvement, innovation, and genuine hospitality.
Deputise for the Managing Director in their absence.
Requirements:
Grade 12
A formal hospitality qualification
Minimum 8–10 years’ progressive hotel management experience, with at least 3 years at EAM or equivalent.
Prior experience in a 5* or ultra-luxury property is essential.
Proven track record of leading large, multi-cultural teams.
Strong financial acumen with experience in budgeting and P&L management.
Demonstrated experience serving an international, high-net-worth, and culturally diverse clientele, with a refined understanding of the nuanced expectations, sensitivities, and preferences of discerning global travellers.
Thorough understanding of the intimate, detail-obsessed, and hyper-personalised service culture that defines a 102-key operation where every guest interaction carries the full weight of the brand and no request is too small to matter.
Exceptional leadership and people management skills.
Outstanding verbal and written communication abilities.
High emotional intelligence and guest-centric mindset.
Strategic thinker with strong operational problem-solving skills.
Proficiency in hotel management systems (e.g., Opera, Protel).
Multilingual ability is an advantage.
Craven Cottage CC
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