Assistant Regional Operation Manager

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Operations and Department Management:

? Ensure General Managers and Department heads deeply understand Financial and TQM KPIs and consistently set priorities using SMART principles based on actual results compared to targets.
? Ensure General Managers and Department heads are setting daily and weekly commitments for their property and departments, and are held to account for the quality and completeness of those commitments.
? Ensure that daily morning briefings are thriving within each property.
? Act as a coach and advisor to General Managers to help them achieve their Financial and TQM targets as well as their professional development.
? Ensure Operations team has full access to all available resources and is optimizing its use of official project and collaboration software tools.
? Provide support to the General Manager in the day-to-day running of their properties.
? Ensure that ?Servant Leadership? is embraced by team members in Management and Supervisor positions.
? Solicits and provides team member feedback, embeds an ?open door policy?, applies Agile methodology and has regular ?job chats? with key personnel in addition to Performance Reviews and Performance Improvement Plans with the team.


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Regional Profitability:

? Analyze financial statements, along the ROM, to determine each property?s operations performance and ensure General Managers set monthly priorities based on this analysis.
? Recommend and implement operating improvements that aim to increase revenue and control costs on a consistent basis.
? Ensures that strategic upselling and cross-selling is implemented consistently.
? Regularly align with the Global Revenue team to ensure that room and dorm pricing strategies are optimized.
? Regularly align with the Global/Regional Travel & Tours team to ensure that Travel & Tour product mix and quality and pricing strategy is optimized
? Regularly align with the Global/Regional Food & Beverage team to ensure that Food & Beverage product mix and quality and pricing strategy is optimized.
? Regularly align with the Global/Regional Guest Experience team to ensure that Events and Guest Journey quality is optimized.
? Drive the high quality implementation of projects led by Marketing, Food & Beverage, Travel & Tours and Guest Experience that aim to increase revenue.
? Organize and chair monthly Financial and TQM performance review calls with each property, to be presented by the General Manager
? Deliver high quality monthly Presentations about Regional performance to the Board of Directors
? Lead annual budgeting process on behalf of Regional & General Managers.
? Perform site visits (minimum 3-days) to each property each quarter.

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Customer Satisfaction:

? Drive Customer Satisfaction by continually optimizing and standard and consistency of the Guest Journey within your properties.

? Perform Root Cause Analysis on Service Failures and implement solutions that sustainably resolve or minimize chance of recurrence, as supported by TQM department.
? Coach General Managers on handling Guest Complaints and be available to handle guest complaints when escalated by the General Manager.
? Be visible and connect with guests on a regular basis to obtain feedback on the quality of product, service levels, and identify opportunities for optimization..

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Training & Capability:

? Ensure that team member Training is completed in line with Mad Monkey Evolution requirements.
? Proactively identify training gaps within Operations and organize training schedules to close gaps with existing internal resources.
? Oversee the high quality implementation of Training initiatives requested by Operations by Operations and supporting departments.
? Oversee the high quality Implementation of probationary and 6-monthly Performance Reviews and Performance Improvement Plans across Operations
? Ensure that disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures.
? Ambassador for Agile Principles that ensures initiatives and campaigns are implemented and communicates follow-up actions with the team as necessary.

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Health, Safety & Compliance:

? Ensure Incident Reports are completed within acceptable timelines at all times where required.
? Ensure the Escalation Process is implemented at all times where required.
? Ensure Property Management is consistently prioritizing action items assigned during Health, Safety & Compliance audits.
? Ensure Property Management is operating in alignment with Health, Safety & Compliance requirements at all times.
? Support a Health & Safety focused work-environment
? Ensure that brand standards and operating standards are consistently implemented within properties at all times.

สวัสดิการ
1 Uniform
2 2 Meals
3 6 Days vacation
4 50% Discount for foods
5 SSO