Hotel Manager (St Julian’s, Malta)

Hotel Manager (St Julian’s, Malta)

Our client is an international hotel group with a top hotel in Malta, they are seeking a Hotel Manager to join their team.

Role Purpose

As a Hotel Manager, your main responsibilities include ensuring the smooth operation of the hotel, maintaining guest safety and comfort, and maximizing financial performance. Additionally, you will be in charge of developing and managing the staff, creating and sustaining a unique guest experience, implementing brand standards, and promoting the hotel and brand within the local community. You will also be expected to fill in for the General Manager when necessary.

Responsibilities:

People

• Manage everyday activities, plan, and assign work ensuring you always have the right staffing numbers.
• Develop your team and improve their performance through coaching and feedback and create performance and development goals for colleagues – recognise good performance.
• Train colleagues to make sure they deliver with compliance and to the standards we expect and have the tools they need to work efficiently while driving a great working environment for teams to thrive and connect departments to create a sense of one team.
• Oversee the day-to-day operations and assignments of the hotel staff and assist the General Manager in the development and communication of departmental strategies and goals. Communicate and enforce policies and procedures.

Guest Experience

• Establish and implement appropriate service recovery guidelines to ensure complete guest satisfaction. Respond to guest complaints or concerns promptly and professionally.
• Review guest feedback and implement strategies for continuous improvement.
• Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIPs, large groups, and other key guests.
• Lead marketing efforts to upsell guests on hotel services, offerings, and amenities.

Responsible Business

• Ensure a safe and secure environment for guests, team members and hotel assets in compliance with the hotel or owners’ policies and procedures and regulatory requirements. Maintain relations with outside contacts.
• Comply with federal, state, and local laws regarding health, safety, and alcohol services.
• Maintain a focus and commitment to operating a green hotel.
• Perform other duties as assigned. May also serve as the manager on duty.

Financial

• Help the General Manager in the development, implementation, and monitoring of financial and operational plans for the Hotel.
• Monitor and report variances against budget and control labour costs and other expenses.
• Foster positive owner relationships if applicable and assist in providing ongoing information and status reports.

Qualifications

• Bachelor’s degree/ higher education qualification equivalent in Hotel Administration, Business administration.
• Three years of guest service/ hotel experience with at least two years in a management position.
• Must speak fluent English.
• Other languages preferred.
• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests.
• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay.
• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs.
• True Responsiveness: is about providing guests with what they need and doing so in a timely and caring manner.