Director of Operations
Hotel Brand: InterContinental Hotels
Location: Malta, Malta
Job number: EMEAA23239
About UsInterContinental Malta has established itself as the Mediterranean’s leading hotel of distinction. At InterContinental Malta luxury is not only a state of mind, but core to the beliefs, desires and aspirations of all. All481 bedrooms are elegantly furnished, having all the comforts expected of an indulgent property. The Highline suites are located on the hotel’s higher floors; here guests can avail themselves of the Club InterContinental lounge.With a variety of restaurants and bars, the hotel offers varied cuisine at all times of day. The hotel’s extensive leisure facilities include three pools (2 outdoor and 1 indoor), kids club, Malta’s largest fitness centre, spa and room service. We are seeking to recruit a Director of Operations. In this capacity, you’ll keep our hotel running smoothly and make sure everything is working well and all our guests are safe and comfortable. You’ll maximise financial returns, driving development of people, creating and maintaining a unique guest experience, executing brand standards, and building awareness of hotel and brand in the local community. Act as the General Manager in his/her absence.
Your day to dayPeople • 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 • Recommend or initiate any HR elated actions where needed • Drive a great working environment for teams to thrive – connect departments to create sense of one team • Oversee the day-to-day operations and assignments of the hotel staff; assist the General Manager in the development and communication of departmental strategies and goals. Communicate and enforce policies and procedures • Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management • Financial • Help the General Manager in the development, implementation and monitoring of financial and operational plans for the hotel. Provide regular direction and manage hotel operations for all departments. • Monitor and report variances against budget and control labour costs and other expenses. • Make recommendations for capital improvements to enhance the assets of the hotel and/or company and brand loyalty • Foster positive owner relationships if applicable and assist in providing ongoing information and status reports Guest Experience • Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner • Review guest feedback and implement strategies for continuous improvement • Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIP’s, large groups, and other key guests • Lead marketing efforts to up sell 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’s or owner’s 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 manager on duty
What we need from youApplicants should preferably hold a minimum of 5 years of managerial experience in a similar role, and demonstrate the ability to work in a dynamic and results-driven environment. Hold a Bachelor’s degree / higher education qualification / equivalent in Hotel Administration, Business Administration. • Previous luxury experience or experience in a hotel of similar size and complexity preferred • Must speak fluent English & Maltese • Other languages preferred.
What we offerIn return for your hard work, you can look forward to a highly competitive salary and benefits package including hotel discounts worldwide as well as access to a wide variety of discount programs and the chance to work with a great team of people. All applicants must be eligible to work in the EU and must be in possession of the relevant passport and visa. We are an equal opportunities employer.