Khách Sạn Crowne Plaza Đà Nẵng

Your day to day

People

• Provide strategic leadership and direction to all operational department heads
• Establish clear performance objectives aligned with hotel KPIs and business goals
• Drive talent development, succession planning, and leadership pipeline initiatives
• Coach and mentor department heads to enhance overall operational effectiveness
• Foster a culture of accountability, collaboration, and continuous improvement
• Lead workforce planning strategy to ensure optimal staffing productivity and cost efficiency
• Champion employee engagement initiatives and promote a positive workplace culture
• Ensure full compliance with HR policies, labor laws, and company standards
• Partner with the General Manager to align people strategy with overall hotel business strategy

Financial

• Lead the development and execution of the annual operating budget and business plan in partnership with the General Manager
• Drive overall hotel profitability, including GOP performance and departmental productivity targets
• Monitor financial results through regular forecasting and variance analysis; implement corrective actions where required
• Optimize labor productivity and operating expenses while maintaining brand service standards
• Partner with Sales & Marketing to align operational capacity with revenue strategy and market positioning
• Identify opportunities for operational efficiency, cost control, and revenue enhancement
• Lead capital expenditure planning and asset improvement initiatives to protect and enhance hotel value
• Maintain effective communication with ownership representatives and provide clear operational and financial performance updates

Guest Experience

• Establish and oversee the implementation of effective service recovery guidelines to ensure consistent and complete guest satisfaction.
• Ensure guest complaints and concerns are handled promptly, professionally, and in alignment with brand standards.
• Review guest feedback trends and drive continuous improvement initiatives across all operational departments.
• Ensure clear communication of VIP requirements, group needs, and key guest expectations across relevant departments to deliver seamless experiences.
• Drive initiatives that enhance guest engagement and encourage the promotion of hotel services, facilities, and amenities.

Responsible Business

• Ensure the hotel maintains a safe and secure environment for guests, team members, and assets, in full compliance with owner policies, company standards, and all applicable regulatory requirements.
• Oversee and assume overall responsibility for compliance with all federal and local regulations relating to health, occupational safety, fire & life safety, and alcohol service.
• Establish and maintain internal control systems to minimize operational risks and safeguard hotel assets.
• Champion and lead sustainability initiatives, optimizing the use of energy and resources while reducing environmental impact in daily operations.
• Represent the hotel in working with local authorities, partners, and relevant external stakeholders on operational and compliance matters.
• Support the General Manager in risk management and emergency response situations as required.

• International and professional working environment
• Competitive benefit packages
• Annual Leave up to 16 days per year
• Healthcare Insurance provided by Hotel 
• Compulsory Insurance by Law
• IHG Benefits and Programs for employee

• Minimum 5 years of progressive experience in senior operations management within a hotel or hospitality environment.
• Proven experience within internationally branded full-service hotels, with strong understanding of brand standards and compliance requirements.
• Strong leadership and team management skills, with the ability to drive performance and inspire high levels of employee engagement.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments.
• In-depth knowledge of hotel operations, including front office, housekeeping, food and beverage, and engineering.
• Strong financial acumen, with experience in budgeting, forecasting, and cost control.
• Proficiency in hotel property management systems (PMS) and other relevant operational software.
• Proficiency in English; additional languages are a plus.
• Ability to work flexible hours, including nights, weekends, and holidays.