Resident Manager, Hotel Operations

Reports to the Director, Hotel Operations, the Resident Manager performs the crucial function in the daily operation of the 400-room Hong Kong Disneyland Hotel & 600-room Disney’s Hollywood Hotel and has the direct responsibility for Front Office and Housekeeping Operations of the Hotel. This position has to lead and motivate Cast Members within the Hotel in driving operational excellence and efficiency, exceptional guest experiences, as well as maximizing new business opportunities and deepening existing relationships with different guest segments. Responsibilities

• Responsible for the overall day to day running of Hong Kong Disneyland Hotel & Disney’s Hollywood Hotel and the management of Front Office and Housekeeping operations
• Manage other hotel operations that are in conjunction with the resort-wide line of business (LOB) leaders (e.g. Food & Beverage, Merchandise, Facility Services, Entertainment & Business Solutions and Events), interact and collaborate with related LOBs to resolve issues and guest complaints, and derive solutions for enhancing guest experiences
• Monitor the operating budget and financial performance for all departmental revenue and expenses. Drive incremental revenue through new initiatives including product development such as Room Overlay packages and upselling strategies at front desk, and maximize operations and productivity through the enhancement of workflow and procedures
• Provide leadership to the Senior Management Team and Hotel Cast Members enabling the delivery of consistent world class Disney Guest experiences throughout the operations

Basic Qualifications

• Bachelor Degree in Business or Hotel Administration
• At least 15 years solid experience in Hotel Operations, with 10 years in managerial role. Experience in Deluxe 5 Stars hotel chain is preferred
• Strong business acumen with long-term vision
• Extensive knowledge and understanding of all aspects of hotel operations, in particular Front Office and Housekeeping
• Customer-oriented in delivering exceptional guest experiences
• Effective leadership skills including developing and mentoring cast members
• Outstanding negotiation, persuasion, communication, presentation and public speaking skills with high level of creativity and innovation
• Excellent command of spoken and written English and Chinese