Hotel Manager, The Savoy

The Savoy, a Fairmont Managed Hotel, is one of the world's most iconic hotels. A renowned leaders in the hospitality industry, The Savoy has a reputation for outstanding service and excellence. Originally built in 1889, the hotel has a rich history and has played host to royalty, world leaders and legends of the stage and screen. Today, colleagues pride themselves on being innovative and inspirational, delivering the very best in five star luxury. Passionate about developing and promoting talent, The Savoy offers unwavering support and recognition to colleagues, as well as having a very competitive benefits plan.

Job Title: Hotel Manager          

Inspired and Supported by: General Manager     

Your purpose will be:

• The Hotel Manager is responsible for the day-to-day operation of The Savoy.
• To ensure the delivery of a consistently high level of memorable luxury guest experiences, colleague engagement and profitability across all aspects of the operation, through providing strategic planning and inspirational leadership that creates a positive high performance and high engagement culture.
• You will be an inspirational ambassador for The Savoy and deputise for the Managing Director as required toward guests, colleagues, owners, corporate and other hotel stakeholders.

You will be accountable for:

All aspects of the hotel operation (Food and Beverage, Rooms division, Engineering, Quality and Security), whilst working in partnership with Sales and Marketing, Finance, Purchasing, IT and Talent and Culture to ensure a seamless five star guest experience with each outlet optimising its performance.

• Consistently delivering memorable and Forbes 5 star service experiences
• Building a high performing and highly engaged team
• Optimising both profitability and value of The Savoy brand.

Your key responsibilities & contribution will be:

Guest Centric

• Ensures that delivery of Forbes 5 star personalised guest experience is the key focus across all areas of the hotel
• Leads by example in developing high quality relationships with the guests, ensuring that all tasks relating to guest service, comfort and satisfaction are treated with utmost priority.
• Inspires the HODs and talents to strive to continuously improve the guest experience.
• Analyses feedback and trends in guest satisfaction taking appropriate action to strive for enhancements at every opportunity.
• Has expert knowledge of the facilities, services and events offered by the hotel and the surrounding area and actively promotes them as well as all amenities and programs offered by the company.

Operations

• Ensures that the team are fully aware of the Standard Operating Procedures including but not limited to Forbes 5 star and LQA standards, and are capable of delivering them.
• Builds a culture of prioritising quality improvement through training plans, quality audits, corrective action plans, and regular review.
• Ensures that guest problems or complaints are effectively resolved.
• Liaises closely with all Heads of Department with regards to servicing and handling of high profile guests.
• Ensures the cleanliness of all areas of the hotel meet with legislative requirements and standards.
• Monitors rotas to ensure effective coverage of the outlets and manages payroll in line with budget.
• Supports the HODs in the management of the talents, ensuring that expectations are clear, feedback is given and talent is developed.
• Builds positive and collaborative working relationships with ExCom and Accor stakeholders, Ownership and Community.
• Develops strategies and plans to enhance the performance across the hotel, working inclusively with HODs.
• Meets regularly with HOD’s to review the operational performance
• Ensures the operational departments meet their quantitative and qualitative targets.
• Responsible for all matters concerning the safety, security and well-being of guests and colleagues.

Talent & Culture

• Working in partnership with Director of T&C to create a positive, diverse and empowered, high performance culture, role modelling inclusive ‘inverted pyramid’ leadership, and nurturing talent to ensure that all HOD’s are effective in their current roles and developed to their full potential.
• Ensuring that Standard Operating Procedures and On Job Training Programs are in place and delivered across the operations to build capability and meet brand and service standards.
• Ensuring that all talents have a complete understanding of, and adherence to, the company rules and regulations and in particular the policies and procedures relating to Fire, Hygiene, Health and Safety.
• Monitoring that grooming standards, punctuality and other behavioural standards are met and ensuring that corrective action is taken where necessary.
• Monitoring the on-boarding of new talents to ensure they are positively welcomed and supported into the team.
• Ensuring that regular one-to-one meetings, probation reviews and appraisals are conducted in a timely manner.
• Ensuring that all talents are consistently treated fairly, with dignity and respect as outlined in their terms and conditions of employment, local legislation and company policies and procedures.
• Actively promoting a ‘one team’ culture and diversity and inclusion throughout the hotel.

Budgeting and Cost Control

• Working in partnership with the Director of Finance and Business Services to optimize financial performance whilst enhancing brand reputation and value.
• Ensuring that financial results are in line with the hotel's targets.
• Preparing the operational annual budget in line with hotel strategy,
• Driving revenue increases through F&B sales and marketing strategy.
• Optimising labour costs throughout the operation.
• Monitoring all costs and recommending measures to control them in accordance with the annual budgets.
• Validating the closing of the month, and working to optimize stock control and waste management.
• Ensuring that the building, equipment and cultural assets of the hotel remain in good condition and working order.

Other

• Championing sustainability efforts of the hotel, diversity and inclusion and other Accor related programs in the operation.
• Responding to any changes as dictated by the needs of the industry, company or hotel.
• Maintaining all hotel records and forms required for audit purposes and as prescribed by local management and policies.
• Ensuring that all departmental reports and correspondence are completed punctually and accurately.
• During the course of duty you will have access to certain information, which demands the utmost confidentiality. Discretion must be exercised at all times.

What you will need to do in this role?

• Extensive Hotel operations experience required in a senior leadership role, within a similar hotel brand
• University/College degree in a related discipline preferred
• Demonstrates courage, confidence and a positive outlook across a wide range of challenging situations.
• Develops, mentors and empowers team members inspiring them by building a positive culture
• Advocates guest passion. Makes guests and their needs a primary focus in developing business initiatives.
• Inspires, engages and motivates the team to achieve a shared vision
• Collaborates with colleagues across the hotel, communicating clearly and consistently to ensure understanding
• Enables the team by directing, coaching, coordinating and monitoring resources and activities to achieve goals
• Seeks opportunities to self-develop, is detail minded, highly organised and time efficient to ensure that goals are met
• Operational decision making – provides practical solutions to complex operational problems
• Monitors market trends and understands their impact on the strategic plans of the business
• Understands financial data and the operations of their own and other departments
• Is willing to work week-ends, sharing the duty with the Director of Rooms and other Directors of Operations as needed or directed by the Managing Director
• Identifies opportunities for business improvement and change, develops and implements change initiatives

Your responsibilities are included but not limited to this job description as this has been drafted as a guide to the purpose and main duties of the role as it currently exists. The Savoy relies on the flexibility of its colleagues to ensure the continuity of the high standards currently being achieved. It is not intended as a wholly comprehensive or permanent schedule of duties and it does not form part of the contract of employment. The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.

What’s in it for you?

• Competitive salary and benefits including pension and life assurance
• Private health insurance
• 31 days of holiday including public holidays (increase to 33 days after 5 years)
• Cashback scheme for everyday wellbeing/healthcare expenses including Perkbox
• Special rates for Savoy colleagues and their friends & family and discount across Accor hotels worldwide
• Fantastic colleague rates in Fairmont and Raffles hotels worldwide that includes friends & family
• Free stay at The Savoy after successful completion of probation
• 50% discount at our iconic American & Beaufort Bars
• 50% discount at our world-famous Afternoon Tea
• 50% discount at our spa and florist
• 50% discount at Gordon Ramsay's River Restaurant and Savoy Grill
• 20% at Gordon Ramsay restaurants outside the hotel and restaurant 1890
• Laundry services & dry cleaning for uniformed and non-uniformed colleagues
• Colleague gym facility and Virgin Active gym membership discount
• Employee assistance programme
• Annual optician reimbursements for eye tests and glasses
• English language classes
• Colleague restaurant
• Local F&B, retail and gym discounts
• Interfaith prayer room
• Wellness room
• Cycle to work scheme