Hotel Manager - Raffles Sentosa

Company Description

The Birthplace of stories and legends since 1887, Raffles is a legendary brand, steeped in history and loved by generations past, present and future.  
Representing the pinnacle of ultra-luxury hospitality within the Accor Group, Raffles is currently going through exciting phases of rebirth and expansion.
Raffles, at distinguished landmark addresses around the world, is the vibrant heart of its destination, curating experiences that are culturally enriching, intellectually stimulating and always respectful of local communities, heritage and the environment. Its timeless elegance, refined manners and spirit of generosity ensure that every visitor arrives as a guest, leaves as a friend and returns as family.
Raffles is progressively shaping the future of luxury hospitality, focusing on employee journey and growth.

Job Description

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

Primary Responsibilities

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

• Acts as the face of Raffles Hotels & Resorts and Raffles 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 Raffles 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 Raffles Hotel Singapore and the Raffles Brand in projecting a credible image to the market, residents, and colleagues alike.
• Be visible around the hotel and show an active interest in our colleagues’ 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 Raffles’ 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), Raffles 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 ExCo and management teams in driving the hotel to achieve its KPIs.
• Complies with Raffles Sentosa’s established guidelines on recruitment, appointment and promotion of ExCo, Department Heads and colleagues.
• Works with local education and government institutions to ensure Raffles’ position as a community leader is ensured.
• Develops training programs for colleagues and interns and is the face to the local Singapore core of young talent.
• Leads the HACCP, Colleague Cafeteria and Sustainability committees.
• Ensures all Marketing and PR Communications are in compliance with Raffles Brand Marketing guidelines.
• Supports and helps to prepare and submit the weekly/monthly reports to Corporate Office and Owners.
• Complies with Accor and Raffles’ established guidelines on colleague’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, organizational, 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.