主な職責： 業績管理 + 各アウトレットのPLを分析し、料飲部長と共に年間・月間の戦略を策定 + スーパーバイザーと連携し、日々の業績進捗をモニタリング + 売上向上のためのアップセル・クロスセル戦略の立案と実行 + マーケティング部門と連携し、OTAやSNSを活用した販促計画を主導 オペレーション統括 + 全アウトレットのサービス品質とオペレーションの一貫性を監督 + ブランド基準・HACCP・衛生基準の遵守を徹底 + 清掃・設備・CAPEXの年間計画を策定し、料飲部長に報告 人材マネジメント + スーパーバイザーやチームリーダーの育成・評価を主導 + 年次評価・KPI設定・PDPの策定と実施 + 労働時間・残業管理を徹底し、法令遵守とワークライフバランスを両立 顧客体験の向上 + ハートビートスコアやOTAレビューの分析と改善アクションの実施 + クレーム対応の最終責任者として、迅速かつ適切な対応を行う + VIP対応やイベント時のサービス監督 戦略・分析 + 競合分析・市場動向を踏まえたプロモーションカレンダーの策定 + 月次・四半期ごとの業績レポートを作成し、料飲部長へ報告 + 新規プロジェクトや改善提案の立案・実行 求められるスキル・経験： + 5年程度以上のホテルまたはレストラン業界で経験 + チームマネジメント経験 + PL管理・人材育成・顧客対応の実績 + 英語でのコミュニケーション能力（TOEIC 700点以上推奨） + OTAやSNSを活用したマーケティング知識 Key Responsibilities: 1. Performance Management - Analyze PL of each outlet and develop annual/monthly strategies with the Director - Monitor daily performance in collaboration with Supervisors - Plan and execute upselling and cross-selling strategies - Lead promotional planning with Marketing using OTA and SNS 2. Operations Oversight - Supervise service quality and operational consistency across outlets - Ensure compliance with brand standards, HACCP, and hygiene protocols - Develop annual plans for cleaning, equipment, and CAPEX and report to the Director 3. Human Resource Management - Lead training and evaluation of Supervisors and Team Leaders - Implement annual evaluations, KPI setting, and PDPs - Manage working hours and overtime to ensure legal compliance and work-life balance 4. Guest Experience Enhancement - Analyze Heartbeat scores and OTA reviews and implement improvements - Act as final authority for complaint resolution - Oversee VIP service and event operations 5. Strategy and Analysis - Develop promotional calendars based on market trends and competitor analysis - Prepare monthly and quarterly performance reports for the Director - Propose and execute new projects and improvements Required Skills and Experience: - Minimum 5 years of management experience in hotel or restaurant industry - Proven track record in PL management, staff development, and guest service - English communication skills (TOEIC 700+ recommended) - Knowledge of marketing using OTA and social media Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today. At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.