Resident Manager, Hotel Job in 銷售 - 旅遊及酒店服務 in 所有澳門特別行政區地區 - Job Description


  • 公司名稱: Melco Crown Entertainment 新濠博亞娛樂

Resident Manager, Hotel


In accordance with the policies, procedures and standards of MCE Leisure (Philippines) Corporation, this position is responsible for providing leadership and direction to ensure efficient, effective and profitable operations of all departments under the Rooms Division. This position is also responsible for achieving sales, profitability and quality goals for the Rooms Division by developing and executing marketing strategies, controlling costs and providing quality service and products to customers.


  • Develops and implements strategies to achieve Customer Satisfaction Index Goals.
  • Creates a positive work environment for all employees.
  • Maintain consistent, effective, and communication to all departmental managers and staff.
  • Prepares monthly forecast of revenues, expenses and GOP for the Rooms Division.
  • Collates and analyzes forecast from Front Office and other areas under Rooms Division.
  • Consults with Sales and Marketing on key action plans to come up with the best marketing strategies.
  • Prepares Operating Budget, Capital Expenditures and Business Plan.
  • Produces and provides pertinent reports, statistics, and analysis to further improve the Hotel’s operation and services provided to its guests.
  • Reviews financial results and develops plans to boost revenues. Develops and implements appropriate action plans for Front Office, Housekeeping, Laundry, Health Club / Spa, and other minor operating departments as required.
  • Implements approved rate changes.
  • Coordinates billing with the Finance Division.
  • Identifies needs and estimated costs for capital improvements.
  • Assures the maximization of total room occupancy by supervising the accurate listing of all future reservations.
  • Maximizes the total occupancy of the Hotels by serving as a reservation liaison with other Business Units within the Company.
  • Develops and implements Customer Recognition Program. Conducts courtesy calls to guests /customers (in-house and external).
  • Ensures that proper and updated Guest History and Preferences are maintained and updated.
  • Ensures that there are proper service standards in all areas of the Rooms Division.
  • To have a thorough product knowledge of all business units in order to make recommendations while providing upsell alternatives.
  • Ensure Rooms Division staff is competent in and effectively uses up-selling techniques to maximize revenue.
  • Efficiently resolve any issues raised by any guest to ensure their needs are met and expectations are exceeded. Ensure on-going relations and rapport are not compromised with the guest and exceptional customer service is provided at all times.
  • Recruits best available candidates based on recommendation and personal interviews.
  • Manage, coach and develop all employees within the division to ensure competence, performance and succession objectives are met while consulting with Training and Development for specific training programs.
  • Immediately handles guest enquiries / complaints in a courteous manner in order to provide an appropriate guest recovery / resolution.
  • Ensures proper rostering of staff within all areas of the Rooms Division.
  • Conducts quality checks with regard to the Rooms and Public Areas products and services.
  • Checks daily for out-of-order rooms, VIP Rooms and special accommodation requests.
  • Ensures proper maintenance of all rooms and related facilities in line with the image of the Hotel.
  • Adhere to and exhibit pro-active leadership in accordance with internal policies by assuming responsibility for ensuring the workplace is free of unacceptable workplace behavior, and a workplace culture where equity and diversity is fostered.
  • Oversee proper operation of various departments of the division especially those servicing VIP guests.
  • Frequently conducts and attends meetings with the Rooms Division departments.
  • Ensure close communication and relationship with VIP guests to ensure guest’s stay experience is positive.
  • Adhere to all Company policies and procedures.
  • Participates in property’s Corporate Social Responsibility program.
  • Reduce waste material and supplies along with conserving water and energy where and when possible.
  • Report accidents, injuries, unsafe work conditions and/or security issues to the Management.
  • Through leadership and supervision encourage behaviours that promote health and safety responsibility, accountability and awareness.
  • Familiarize self and follow all established fire life safety practices.
  • To ensure place of work and surrounding areas are kept clean, safe, secure, and organized at all times.
  • Follows lost and found procedures at all times.
  • Recommend and/or execute management policies to hire, transfer, suspend, layoff, recall, discharge, re-assign, or discipline employees.
  • To be entirely flexible and adapt to rotate within the Hotel’s and different divisions of the City of Dreams Manila as needed or as assigned.
  • Perform other reasonable job duties as assigned by management from time to time.



Minimum 2 years previous experience as a Director of Rooms or Executive Assistant Manager, Rooms in a luxury hotel.


Degree Holder in hospitality field or equivalent professional training

Skills / Competencies
  • Understanding of Hotel Property Management System (preferably Opera)
  • Proficient in software packages including Word, Excel, Power Point, Outlook
  • Leadership skills including effective delegation, ability to prioritize, and staff motivation
  • Positive, extrovert, proactive, responsible, alert and agile, pleasant personality, efficient and tactful
  • Good command in both written and spoken English
  • Able to speak multiple languages (Chinese or Korean)
  • Consistently well-groomed
  • Above average analytical skills
  • Good financial understanding and hands-on experience with budgeting, forecasting, revenue analysis, cost/expense management, and the likes
  • Able to work on flexible shifts including overnight, weekends and holidays on a rotation basis
  • Able to work overtime when needed

Job Hotel Operations
Primary LocationPhilippines - Manila

To apply, please visit or by email:

  • 職位要求

  • 中級管理層 
  • 所有澳門特別行政區地區, 澳門特別行政區 
  • 學士學位 
  • 博彩 - 娛樂場 / 賭埸 
  • 銷售 - 旅遊及酒店服務 (酒店業 & 其它旅遊業) 
    酒店營運 - 房務部 (綜合) 
    酒店營運 - 營銷及市場推廣 (綜合) 
  • 11/10/2016