POSITION: Hotel Operations Manager RESPONSIBLE FOR: Customer Engagement, Duty Managers/HOD, Food & Beverage, Accommodation, Sales & Marketing and Health & Safety REPORTS TO: General Manager & Deputy General Manager TASKS, DUTIES AND RESPONSIBILITIES: FOOD & BEVERAGE GOALS: Utilises leadership skills and motivation to maximise employee productivity and satisfaction Monitors hotel's overall service and team work daily Selects and develops strategies to improve guest service, food production techniques and efficiency Analyses financial reports relating to food & beverage, and takes corrective action and follow-up Assists in the preparation of the food and beverage business plan Assists in the development of the hotel's annual business plan, by developing strategies to increase sales in food & beverage.
Controls and analyses departmental costs on an ongoing basis; takes action to control negative deviation Is proficient in all food & beverage procedures to be a resource when needed. LAWS, REGULATIONS AND POLICIES: Monitors and makes sure the food & beverage departments follow all applicable laws Monitors purchasing practices to ensure maximum quality to lowest possible price Monitors and ensures highest levels of guest satisfaction by providing quality guest services and products within corporate standards Ensuring compliance in all departments, H&S, RSA etc To ensure a high standard of Practice at all times and to install and follow effective system level of standards.
Audits food & beverage services and quality on a regular basis and develops and implements strategies to improve results HEALTH AND SAFETY: Ensures that all potential and real hazards are reported and reduced immediately Ensures all Seachange Boards are updated and are being used correctly. Fully understands the hotel's fire, emergency evacuation plan Ensures that emergency procedures are practised and enforced to provide for the security and safety of guests and employees. Ensures that employees work in a safe manner that does not harm or injure self or others Stimulates and encourages a general awareness of health and safety in tasks and activities carried out within the division Ensures the safety of the people and property within the premises by applying HACCP, hotel regulations, adhering to existing laws and regulations Anticipates possible and probable hazards and conditions and either corrects them or takes action to prevent them from happening Ensures that the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct of hotel employees is maintained by all employees in the department SYSTEMSEnsure all Managers are using TMS correctly to forecast and budget staff requirementsEnsure that all Managers and Supervisors are using correct systems for all bookings and are proficient in its use. SALES & MARKETINGTo act as a salesperson for the hotel in conjunction with the Sales & Marketing Team,, constantly looking at new sales opportunities and ensuring the hotel is being sold effectively with rooms revenue focus by yourself and the team to achieve budget and maximize revenue.Develop and drive new events or ideas to improve on existing business.Drive and take part in wedding and conference sales initiatives.
Review and evaluate guest satisfaction of the individual revenue areas on a regular basis and make recommendations on new ideas/concepts whenever a decline is noticed in the trend of operations. Work with Sales & Marketing Department to deliver significant growth in presence on all social media channels.
Ensure social media message is consistent, is updated as regularly as required and complies with brand. GUEST SERVICES & CUSTOMER ENGAGEMENT To be a role model for the guest care program and to ensure that all staff are trained and understand their role in delivering exceptional guest care. Ensure that the team receives training to enable them to carry out an effective and professional service. Review and respond to all positive and negative opinions via comment cards, Trip advisor, own website and other channels.
Analyze the guest Revinates.
Engage with the VIP guests. Ensure there is lobby presence at all times. Address guest complaints in the correct manner. TRAINING & DEVELOPMENT Ensure HOD's complete relevant training of all team members and that it is scheduled, recorded on individual training cards and followed up. Evaluate and give feedback on the performance of management on a regular basis through Management Appraisals to direct reports Work with Head of Department to implement a development plan for staff Liaise with HR dept in recruiting and selecting new staff Ensure staff are following 'The hotel experience' and regular training and motivation is given in this regard. ACCOMMODATION Ensure that bedroom standards are PPP and review bedroom standards with Manager.Ensure a linen review is carried out.Discuss and review the Perfect Room Project with Manager and all senior management.
MISCELLANEOUS Attends meetings and training required by the General Manager/Deputy General Manager Assists colleagues to perform similar or related jobs when necessary Carry out Duty Management shifts when required.
Creating weekly DM rosters & ensuring there is coverage. Ensures guest satisfaction by attending to their requests and inquires courteously and efficiently Accepts flexible work schedule necessary for uninterrupted service to hotel guests and the hotel's stakeholders Maintains own working area, materials and company property clean, tidy and in good shape; reports defective materials and equipment to appropriate individual Continuously seeks to endeavor and improve the department's efficient operation, and knowledge of own job function Is well updated on, and possesses solid knowledge of the following: Hotel fire, and emergency procedures Hotel health and safety policies and procedures Hotel facilities and nearby sights of interest and importance (i.e.
hospitals, stations, tourist sights) Hotel standards of operation and departmental procedures Current licensing relating to own department and the hotel Accepted methods of payment by the hotel Short and long term hotel, as well as corporate marketing and promotional programs Corporate clients and clients generating high business volumeBenefits:Competitive rate of payRelocation AssistanceAccess to our Company Pension SchemeDeath in Service BenefitEmployee referral bonusFriends & Family discounts across our restaurantsSpecial rates in our hotel accommodationPaid internal and external training daysAccess to Trained Mental Health First AidersTeam Member Social & Wellbeing EventsTeam Member Annual Awards, Service Recognition, Monthly Team Member of The MonthMeals on DutyAssistance with Leap Cards