Operations Manager Position:
The Operations Manager plays a vital role in ensuring the efficient operation of the hotel. Key responsibilities include delivering exceptional guest experiences, overseeing departmental operations, maintaining facility presentation and safety, and promoting team engagement and development.
1. Guest Experience & Customer Care:
* Deliver personalized welcome to every guest.
* Respond to guest queries and concerns promptly and professionally.
* Conduct hotel show-arounds and present facilities in a confident manner.
2. Operational Leadership:
* Oversee all departments during shifts, ensuring efficient operations.
* Complete operational checklists to guarantee consistency in service quality, safety, and presentation.
* Liaise daily with Heads of Department for optimal staffing levels and workload distribution.
3. Facility Presentation & Safety:
* Conduct regular patrols to ensure cleanliness, order, and safety.
* Lead the team confidently during fire alarms or pre-alarm scenarios.
* Maintain oversight of back-of-house spaces.
4. Communication, Documentation & Coordination:
* Attend meetings and briefings to discuss business for the day.
* Ensure thorough handover system for clear communication of relevant information.
* Maintain accurate and up-to-date operational documentation.
5. Team Engagement & Development:
* Support staff across departments during busy periods.
* Contribute to ongoing staff training and coaching team members.
* Promote a positive, inclusive team environment.