The Role: OperationsManagerOutline of Position: Overseesall aspects of Hotel operation in accordance with Company standards,includingmaximisation of financial performance, guest satisfaction, and staffdevelopment within established quality standards.
Responsible for the day-to-day management of the hotel and its staff.Planning, organising and directing all hotel services, including front-of-house(reception, sales & marketing, reservations), food and beverage operations,and housekeeping.Key Job Aims1.
Create a working environment that includesdevelopment of colleagues.2.
Promote exceptional delivery incustomer service.3.
Ensure emphasis on achieving revenue.4.
All duties are carried out in linewith the Hotels guidelines and business plan.5.
Efficient operation and cost control of all hoteldepartments and facilities6.
Rooms and public areas consistently maintained tostandards of attractiveness, comfort and cleanliness7.
Food and beverage consistently maintained to standardsof quality, innovativeness, service and presentation.8.
Energy consumption is monitored and minimized.AccountabilitiesOperational· Maximising Hotel revenue andprofitability from all market segments.· Responsible for development anddirection of departmental managers in order to achieve pre-set goals andtargets as agreed.· Responsible for maximising the profitopportunities of all outlets in the property.· Work closely with Group Revenue andSales in order to achieve increasedrevenue per available room.
Analysingsales figures and devising marketing and revenue management strategies.
Meetingbudgets and exceeding revenue targets.· Assist in managing budgets andfinancial plans as well as controlling expenditure.· Monitors the performance of the hotelthrough verification and analysis of guest satisfaction systems and financialreports.
Initiates corrective action.· Direct the development andorganisation of special events, promotions and creation of packages with theOperational Heads of Department.· To assist maintaining and regularlyupdating the companys policies and to ensure team members are adhering to it.· Promotion of all company facilitiesand ensure consistency in brand standards.· Oversee all food and beverageoperations within the hotel.· Establishes and maintains apro-active human resource function to ensure employee motivation, training anddevelopment in conjunction with HR.· To be responsible for the Duty Management Team andensure that they are fully trained in all areas of the hotel.
To manage andmotivate Heads of Department· Ensures good safety practices ofemployees and guests, assisting in the maintenance of proper emergency andsecurity procedures.· Supervisingmaintenance, supplies, renovations and furnishings.
Liaising with contractorsand suppliers· Ensuringcompliance with licensing laws, health and safety, employment regulations andother statutory regulations.· To make sure that appropriate fire evacuationprocedures are in place for all hotel departments, that all hotel employees areaware of them and that regular fire drills are carried outPlanningand Organizing· To ensure that SOPs are in place forall departments and to ensure they are updated frequently and adhered to at alltimes.· To ensure all team members attend alltraining as required by the company.· To develop the design of new programsand campaigns, to ensure additional sales from various market segments.· To ensure regular team anddepartmental meetings are held and that minutes of meetings are recorded,followed up and forwarded for your attention.· To ascertain and follow up on clientfeedback, identify and address potential service shortfalls.· To oversee hotel printed promotional materialincluding brochures, flyers, special offers, posters, etc.
as required, alwaysfollowing brand guidelines · To work on developing and enhance the hotelwebsite, working with marketing and web supplier to increase the market sharefor all markets.
· To regularly monitor all factorscapable of affecting the hotel tourism business.· Oversees the annual operating budget.
Ensures successful performance byincreasing sales and controlling key costs such as payroll food, beverage andenergy costs· To ensure all workingmaterials/equipment, areas, sinage are maintained in good condition.
Allfaulty/damaged equipement and matters of health and safety concerns areimmediateley reported.General· To interact and communicate withclients, guests and colleagues in a corteous, friendly and professional mannerat all times.· To be fully aware of all companypolicies and procedures.· To be consistently well groomed andprofessional in appearance and presentation at all times.· To be innovative – developing andimplementing new ideas contributing to company success.· To protect and promote the image of TheAddress at all times, both in print and verbally.
· Manage conflict effectively.Abovelist of requirements although mandatory is not exhaustive, reasonableflexibility will be required within your role.