Job Descriptions:
The Hotel Director is responsible for the development and delivery of hotels (3 theme hotels, total 1000 rooms) operations and strategy that fits within the Resort, providing exceptional guest experience, while ensuring full compliance with health & safety legislation and achievement of budgeted financials/KPIs (Key Performance Indicators).
Key Responsibilities:
Operational Leadership:
• In conjunction with the General Manager, develop and deliver overall resort/Group Hotel Strategy.
• Delivery of hotel financial & quality standards KPIs.
• Compliance with all health & safety/food hygiene legislation and standards.
• Ensure all aspects of hotel are consistent with the corporate brand image.
• As a key member of the Senior Leadership Team, to participate in and drive the strategic direction of the business and master plans.
• Act as a role model for staff in leading the Merlin Way.
• Works closely to integrate the hotel with the park to work as a whole resort.
Business Impact/Results:
• Ensure consistent delivery of brand proposition, with particular emphasis on delivery of excellent guest service.
• Total responsibility for all EBITDA generation within the Hotel.
• Deliver Resort guest satisfaction targets through standards, maximum product availability and ensuring the team consistently exceed the guest’s expectations.
• Major stakeholder in the ‘People Agenda’ in particular process of recruitment, retention, and development of the team.
• Responsible for the delivery of all hotel capex projects – on time and on budget.
• Create the hotel budget in-conjunction with the Finance Director.
Produce forecasts as and when required.
• Delivers ROI （Return on investment） targets on new concepts.
Creativity:
• Create and manage relevant entertainment product, appropriate to the changing guest profile through the year.
• Assist the F&B Director with the delivery of key F&B strategies within the hotel.
• Pursue new revenue earning opportunities to facilitate additional brand experiences and profit streams.
• Facilitate guest workshops in-conjunction with the Marketing Director to explore new ways of delivering improvements to the guest experience.
Communication:
• Develop effective relationships with Regional Officers and Brand Partners.
• Develop effective relationships with Group Internal Auditors, Group Health and Safety Manager and Merlin Business Support teams to obtain operational help and guidance on policies and procedures.
• Develop effective working relationships with Hotel Directors across the group to ensure sharing of ideas.
• Ensure clear leadership for the hotel as a business unit within the Resort.
• Drive high levels of communication throughout the hotel & ensure that relevant information is cascaded throughout the hotel team.
• Liaise & communicate on a continual basis with the leadership team and other managers to ensure best practice is achieved across the Resort.
Decision Making & Autonomy:
• Ultimate responsibility for all development and decision making within the hotel at Resort level.
• Review complaints & guest feedback and ensure strategies are put into place to ensure that improvements are made & maintained.
• Proactively manage consumer website feedback on an ongoing basis.
• Ensure all policies and procedures in relation to employment law as advised by HR department and operations manual are adhered to amongst your team.
• Execute and manage Health and Safety in conjunction with Company policies & procedures & the Health and Safety Manager.
Background and Experience:
• Proven business success and expertise to ensure all strategic developments are achieved.
• Strong and empowered management competency level, commitment, drive, energy and positive approach to new and fresh challenges.
• Development of hotel operational managers and other key members of the team.
• Requires a hotel / business degree or previous significant operational experience in order to lead the team to manage the day-to-day operational complexities within the department.
• Strong knowledge of both local and country specific markets and consumer trends.
• Leading multi-discipline management teams.
Managing Resources:
• Provide leadership to the team and ensure the delivery of excellent guest service standards.
• Ultimate responsibility to deliver revenue targets and manage cost centers to deliver profit target and ensure swift and decisive reaction to business downturns.
• Analysis of all resources to ensure maximum productivity, efficiency, and effectiveness, including the integration of resort efficiencies.
• Drive and motivate the team to manage results based upon audit results, guidelines, and controls.
• Motivate the team in order to maximize enthusiasm for the product and the need to give excellent guest service.
• Ensure that the hotel team are recruited, inducted, developed, and appraised to the highest standard in order to maximize operational effectiveness of the business in conjunction with HR policies.
• Ensure all contractors comply with relevant legislation, codes of practice and company procedures.
• Develop the team to ensure that all employees take an active part in the PDP process and that all reviews take place as per agreed timetables.
• Create a plan to ensure year on year improvements with WWTK (employee survey).
Complexity & Problem Solving:
• Drive targets on key guest satisfaction measures
• Review hotel data on a daily, weekly, and period basis and drive actions from these reviews.
• Continually review the hotel operation from a guest perspective, providing operational teams with accurate and timely feedback.
• Use all KPI feedback to ensure continuous improvement of the guest experience offer.
• Regularly benchmark own performance against others within the wider Merlin Entertainments Group and competitors to establish best practice.
• Ensure all operational standards are, where possible, exceeded and that a culture is developed within all staff of ensuring the attraction is always at its very best, both visitor experience wise and in protecting future loyalty i.e., through creating memorable visits & compelling reasons to come in the first place.
Personal Qualities:
• Passionate & enthusiastic with the ability to inspire creativity, fun and learning in the team.
• High integrity and personal standards with the drive and determination to succeed – the ability to create the right environment through enthusiasm and respect.
• A self-starter who is highly motivated and extremely well organized.
• An excellent leader and people manager, able to pull a team together and communicate the common goals and gain buy in and support.
• An ability to innovate and delegate implementation through involving other employees/team members.
• With strong communication and interpersonal skills, the individual will be a confident communicator with senior management and at junior employee levels.
• The ability to be able to think and plan strategically but still deliver to demanding time scales.
• Confident and able to gain the respect of others with a mature approach.
• A professional, immaculate image and approach, able to manage up and down the management line very effectively.
Skills, Experience & Qualifications:
• Substantial experience in the entertainment and or hospitality industry, rooms background preferred.
• Requires a track record of success in planning, directing, and managing hotel operations.
• In-depth knowledge of strategies and methods to lead and direct operations to achieve revenue, guest experience and other performance measures.
• An ability to coordinate efforts and build alliances and partnerships with other company departments and external contacts.
• Strong analytical and decision-making skills, project management skills, including contracting, budgeting, and scheduling.
• Strong people management skills, including selecting, training, developing, and coaching.
• Ability to set performance standards and manage against objectives and effectively coordinate the utilization of internal and external resources.
• Demonstrated skill in interpersonal relationships, making presentations, verbal, and written communications.
• A degree in business, marketing, management, or closely related field (or equivalent education and experience) is required; a master’s degree in business or closely related field is desirable.
• Must be willing to work flexible hours, including evenings and weekends.
Education
• Bachelor’s degree or university qualifications
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