Nova Service

- Supports the development, implementation and management of the resort's annual budget/business plan, with a focus on Sales & Marketing strategies.
- Working closely with the DOSM, continuously monitor competitive activity and implement any agreed changes to the property's sales and marketing strategy.
- Knows the business and keeps abreast of competition and customer trends, new products and legislation. Consults direct reports on operations needs and opportunities. Identifies and communicates potential new revenue opportunities to the hotel department heads influencing the development of plans to tap those opportunities.
- Manages multiple disciplines to continually drive total hotel revenue, maximize profitability, and improve colleague and guest engagement
- Maintains high performance levels in the department by setting smart goals and expectations in line with company priorities and hotel goals.
- Is highly visible and interacts with guests including meeting planners on a daily basis to obtain feedback on sales efforts, service levels, and overall satisfaction and to build long term relationships. Proactively develops and maintains effective relationships with internal and external key patrons, effectively responds to and resolves guest problems and complaints in a timely manner.
- Reviews Guest Satisfaction survey results, and other data to identify areas for improvement in relation to service, products and promotions. Reviews findings with all resort departments and ensures appropriate corrective action is taken.
- Observes behaviours, and provides timely feedback to individuals and/or leaders to ensure continuous improvement of service performance.
- Fosters an environment of teamwork where colleagues can communicate openly; keeps colleague informed of key business information.
- Celebrate successes and recognizes the contribution of team members; ensuring recognition occurs throughout the department and the hotel.
- Creates appropriate Personal Development Plans and develops team members based on their individual strengths, development needs, and career aspirations. Identifies future leaders within the hotel and ensures they have a Personal Development Plan to continuously grow within the company.
- Oversees training activities in conjunction with the Human Resources Department to ensure compliance with legal requirements, company's standards, and department learning needs.
- Assigns accountability to team members, drives and monitors the execution of the department strategic plan to ensure team delivers impressive results.
- Works with support department heads to ensure departmental strategies are aligned with the resort and company goals.
- Makes key decisions to keep the operations running smoothly sometimes with incomplete information and under tight deadline, pressure and reduced headcount.