Hotel Manager

Nestled along the western shore overlooking the Bellagio mountains, The Lake Como EDITION combines striking design and Italian warmth with a sophisticated luxury lifestyle experience. Lake-view rooms and suites, indoor and outdoor restaurants and bars, a unique floating pool, and a spa sanctuary deliver an unforgettable escape.

Functions as the strategic business leader of property operations and acts as General Manager in his/her absence. Areas of responsibility include Front Office, SPA/Fitness Center, Housekeeping, Security/Loss Prevention, Engineering/Maintenance, Food and Beverage/Culinary and Event Management. Position works with direct reports (Executive Committee members and department heads) to develop and implement the operations strategy and ensuring implementation of the brand service strategy and brand initiatives. The position ensuring operations meet the brand’s target customer needs, ensuring employee satisfaction, focuses on growing revenues and maximizes financial performance. As a member of the Executive Committee, develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and property employees and provides a return on investment.

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 8 years’ experience in the management operations 

or

• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 6 years’ experience in the management operations

• Managing Profitability and Departmental Budgets
• Keeps operations team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Ensures that all operational areas have an atmosphere that is conducive to the overall guest experience.
• Reviews financial reports and statements to determine how Operations are performing against budget.
• Ensures capital expenditure funds are being used to address the priorities outlined in the service strategy.
• Works with direct reports to determine areas of concern and establishing ways to improve the departments’ financial performance.
• Strives to maintain profit margins without compromising guest or employee satisfaction.
• Identifies and analyzes operational challenges and facilitates the development of solutions to prevent reoccurrence.
• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
• Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holds team accountable for results.
• Develops an operational strategy that is aligned with the brand’s business strategy and leads its execution.
• Makes and executes key decisions to keep property moving forward towards achievement of goals.
• Enforces strict cost control practices, actively preventing avoidable expenses caused by non-compliant behaviors (e.g., waste mismanagement, damages, misuse of company property). Monitors financial impact of operational discipline, including costs related to staff housing, absenteeism and policy violations.
  Holds department heads accountable for controllable expenses tied to team behavior and operational execution.

• Strives to improve service performance.
• Communicates a clear and consistent message regarding operational goals to produce desired results on a continuous basis.
• Ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
• 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.
• Ensures strict adherence to company procedures and operational standards across all departments.
• Oversees staff housing, ensuring proper use, cleanliness, safety and respect of shared spaces.
• Takes immediate corrective actions in case of misconduct or operational non-compliance.

• Establishes a vision for product and service delivery on property.
• Champions the brand’s service vision for product and service delivery and ensuring alignment amongst the property leadership team.
• Ensures employees are treated fairly and equitably.

• Observes service behaviors of employees and provide feedback to individuals and/or managers.
• Hires operations management team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation.
• Conducts annual performance appraisals with direct reports according to Standard Operating Procedures.
• Utilizes an “open door” policy and reviewing employee satisfaction results to identify and address employee problems or concerns.
• Stays knowledgeable of leadership talent in the property.
• 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.
• Ensures strict compliance with company policies related to attendance, absence reporting, leave authorization and employee conduct.
• Partners closely with HR to guarantee timely communication of employee status (e.g., sick leave, injury, unplanned absence) in accordance with legal requirements.
• Ensures managers reinforce policies daily (e.g., daily briefings) and actively monitor compliance within their teams.
• Addresses and escalates cases of unauthorized leave or absence, ensuring proper disciplinary processes are followed.
• Promotes awareness among leaders of the financial, legal and operational consequences of non-compliant behaviors.
• Ensures full compliance with Italian labor law requirements, avoiding risks of company non-compliance.