1. The Residence Manager functions as the strategic business leader of property operations, with full accountability for guest experience, employee engagement, and operational financial performance.
2. Core areas of responsibility encompass Residence Service, Housekeeping, Security, Engineering, and Food & Beverage/Culinary (if applicable).
3. In close partnership with direct reports and the KaiShing operation team, the Residence Manager develops and executes the operational strategy, ensuring seamless delivery of the brand's service standards and strategic initiatives.
4. The Residence Manager champions a culture of operational excellence and profitability, driving property-wide strategies that consistently exceed guest and employee expectations while building a sustainable, high-performance operational culture where efficiency, service quality, and cost discipline work in harmony.
1.Keeps operations team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
2.Ensures all operational areas maintain an atmosphere conducive to an exceptional guest experience.
3.Reviews financial reports and statements to determine how Operations is performing against budget.
4.Works with direct reports and KaiShing operation team to determine areas of concern and establishing ways to improve the departments' financial performance.
5.Ensure efficient coordination among Residence Service, Housekeeping, Security, Engineering, and Food & Beverage/Culinary (if applicable), guarantee 24-hour smooth operation of the property and be responsible for the overall operational efficiency and service quality of the property.
6.Identifies and analyzes operational challenges and facilitates the development of solutions to prevent recurrence.
7.Take the lead in implementing the property's business strategy, assist in formulating annual and monthly business plans and budgets, monitor core business indicators such as revenue, cost, GOP and RevPAR, optimize operational processes, control operational costs, and help achieve the property's profit goals.
8.Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses
9.Develops an operational strategy that is aligned with the brand's business strategy and leads its execution.
10.Makes and executes key decisions to keep property moving forward towards achievement of goals.
11.Strives to improve service performance. Communicates a clear and consistent message regarding operational goals to produce desired results on a continuous basis.
12.Lead service quality control, conduct regular inspections of guest rooms, public areas, back-of-house facilities and various business outlets, supervise the implementation of service standards, analyze guest feedback (OTA reviews, satisfaction surveys, etc.), formulate and promote service improvement plans to enhance guest experience and loyalty.
13.Handle various emergencies in the property (safety hazards, major guest complaints, equipment failures, etc.), be on call 24/7, respond quickly and dispose scientifically, coordinate internal and external resources to minimize the negative impact of events, and ensure the personal and property safety of guests and employees.
14.Ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
15.Assist the Owner’s Representative in establishing and improving the property's internal management system, operation mechanism and safety norms, ensure that the property's operation complies with brand standards industry regulations and relevant requirements such as fire protection and hygiene, and prevent operational risks.
16.Ensures core elements of the service strategy are in place to produce the desired results. Tours building on a regular basis speaking with employees and guests to understand business needs and assess operational opportunities.
17.Champions the brand's service vision for product and service delivery and ensuring alignment amongst the property leadership team.
18.Observes service behaviors of employees and providing feedback to individuals and/or managers. Hires operations team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation.
19.Coordinate the property's marketing-related supporting work, assist in formulating price systems and promotion plans, cooperate with the sales department to expand the market and maintain customer relationships, participate in the reception important guests, and shape a good internal and external image of the property.
20.Conducts annual performance appraisals with direct reports according to Standard Operating Procedures.
21.Utilizes an "open door" policy and reviewing employee satisfaction results to identify and address employee problems or concerns.
22.Fosters employee commitment to providing excellent service, participating in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
23.Complete other tasks assigned by the Owner’s Representative and promote the continuous improvement of the property's operation and management level.
教育水平：大专及以上学历
经验：具有1年以上五星级酒店或服务式公寓房务总监同岗位工作经验
知识 ：熟悉各部门工作流程、政策和标准的操作程序。
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