Jobs at MGallery Hotel Collection

Job Description

Your key responsibilities & contribution will be:

• Develop and implement strategic sales and marketing plans to maximise hotel revenue and achieve business goals.
• Manage department budgets, financial forecasts, and analyse monthly P&L reports, recommending corrective actions as needed.
• Lead and motivate the sales team, ensuring effective prospect management and pipeline development.
• Collaborate with the General Manager and Revenue Director on monthly forecasts, budgets, and function space yield maximisation.
• Direct all group, transient, and catering/banquet sales activities to optimise revenue streams.
• Analyse market trends, competition, and customer needs to inform strategic decisions and adapt business practices.
• Oversee all advertising, public relations, and promotional activities in conjunction with corporate marketing departments.
• Maintain high visibility across the property, participating in sales presentations, property tours, and customer meetings.
• Engage in community and professional organisations to promote a positive image of the hotel.
• Ensure the integrity of sales platform data and effective use of CRM systems across all verticals.

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Main responsibilities

• Performs Front Office, Reception and Information operations, applying the organisational structure defined by the Front Office Manager
• Promotes the La Maison brand philosophy through his or her exemplary attitude, behaviour, uniform and excellent communication skills
• Forms the link and interfaces between the hotel's different departments and various points of reception. Is mobile
• Takes care of guests from their arrival through to their departure
• Contributes to guest satisfaction at all times by providing high quality services throughout their stay.
• Promotes the hotel's offers and helps meet the department's quantitative targets through his/her sales efforts
• Customer relations
• Contributes to guests' sense of wellbeing and loyalty, by establishing a warm and personalised relationship 
• Gives priority to guest relations, while taking care to respect administrative procedures
• Anticipates guests' needs and takes them into consideration.
• Handles guests' requests for information and provides answers; puts them in contact with the appropriate people
• Handles any customer objections, comments or complaints; provides a response as soon as possible while the guest is still at the hotel
• Promotes the use of the automated check in/ check out kiosks to guests and provides assistance
• Collects and inputs information on guests, to improve future visits to the hotel
• Professional techniques / Production
• Manages the flow of hotel customers, keeping waiting times to a minimum
• Makes the guest's stay easier, providing appropriate information and solutions to meet his/her needs
• Takes care of the arrival and departure processes for guests in compliance with internal procedures
• Informs guests about the formalities, any particular conditions relating to their stay and the services available in the hotel
• Handles phone calls
• Passes on information as necessary to other departments (floor staff, technical etc) and to other members of the department
• Ensures that all guest documentation is up-to-date and available
• Handles reservations for all points of sale as needed
• Is the point of contact for information both destined for hotel customers and concerning them
• Team management and cross-departmental responsibilities
• Assures the interface between all hotel departments and service-providers if necessary.
• Helps train and develop other members in the team                                                                                      
• Ensure that service standards are consistently exceeded                          
• Applies a flexible approach and uses own initiative whilst working in a proactive manner
• Ensure the smooth running of the shift whilst providing all members of the team with support and coaching
• Commercial / Sales
• Promotes the hotel's range of services in order to increase sales
• Applies and actively supports the hotel's pricing policy in order to increase REVPAR
• Promotes the brand and/or Group loyalty programme, adapting the sales pitch to suit the guest's needs
• Encourages synergy within the marketplace by applying the inter-hotel coordination policy. Advises guests on potential trips to other Accor hotels
• Conducts visits of the hotel and points of sale. Gives feedback to the Sales department
• Management and administration
• Respects procedures governing invoicing and cash operations
• Manages the cash under his/her responsibility
• Undertake administrative tasks
• Hygiene / Personal safety / Environment
• Ensures that the workplace remains clean and tidy
• Knows and applies the hotel's safety regulations (in case of fire etc)
• Ensures the safety of people and property
• Respects the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc)

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Job Description

• Conduct a minimum of one training needs analysis per year identifying all the training required for the Hotel.
• Design, implement and evaluate training and development programs as identified by Training Needs Analysis.
• Proper administration of the Training Department.
• Prepare materials prior start of any Training.
• Compile all monthly reports and submit to the Talent & Culture Manager.
• Set up the training room well in advance before the training starts.
• To coordinate and monitor training programs as per the instruction of the Talent & Culture Manager.
• Conduct regular audit, evaluate and provide constructive feedback to Departmental Trainers on their performance.
• Keep an up-to-Date training record.
• Compile and monitor the Trainee Programs.
• Maintain close contacts with local colleges, hotel schools and universities.
• To participate actively in Career Fairs.
• To carry out any other reasonable duties as assigned by the Learning & Development Manager.
• To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department appearance standards.
• To provide a friendly, courteous and professional service at all times.
• To maintain good working relationships with your colleagues and all other departments.
• To respond to any changes in the department as dictated by the needs of the hotel.

Qualifications

• Bachelor's degree in Human Resources, Education, Organisational Development, or a related field (or equivalent experience).
• Minimum 1 year of experience in training coordination or learning and development.
• Demonstrates self-confidence, personable & refined.
• High degree of professionalism with understanding of hotel operations and business acumen.
• Excellent reading, writing and oral proficiency in English.
• Strong working knowledge of digital tools, i.e. MS Office..
• Prior experience with LMS administration.
• Previous experience in training coordination.
• Strong interpersonal and training skills.
• Excellent communication and customer contact skills.
• Results and service oriented with an eye for details.
• Ability to multi-task, work well in stressful & high-pressure situations.
• Strong presentation, facilitation, and communication abilities.
• Analytical mindset with the ability to assess training effectiveness.
• A proactive, team-oriented approach with a passion for employee development.
• Experience with e-learning platforms and content creation tools.
• Knowledge of adult learning principles and instructional design methodologies.
• Familiarity with hospitality industry standards and best practices.
• Ability to create engaging and interactive training materials.
• Experience in measuring and evaluating training effectiveness.