The Role: Operations ManagerReporting to: The Director of Operations Outline 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.KeyJob Aims 1.
Create a working environment thatincludes development 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.Accountabilities:OperationalMaximising Hotel revenue and profitability from all marketsegments.Responsible for development and direction of departmentalmanagers in order to achieve pre-set goals and targets as agreed.Responsible for maximising the profit opportunities of alloutlets in the property.Work closely with Group Revenue and Sales in order to achieve increased revenue peravailable room.
Analysing sales figures anddevising marketing and revenue management strategies.
Meeting budgets andexceeding revenue targets.Assist in managing budgets and financial plans as well ascontrolling expenditure.Monitors the performance of the hotel through verificationand analysis of guest satisfaction systems and financial reports.
Initiatescorrective action.Direct the development and organisation of special events,promotions and creation of packages with the Operational Heads of Department.To assist maintaining and regularly updating the companyspolicies and to ensure team members are adhering to it.Promotion of all company facilities and ensure consistency inbrand standards.Oversee all food and beverage operations within the hotel.Establishes and maintains a pro-active human resourcefunction to ensure employee motivation, training and development in conjunctionwith HR.To beresponsible for the Duty Management Team and ensure that they are fully trainedin all areas of the hotel.
To manage and motivate Heads of DepartmentEnsures good safety practices of employees and guests,assisting in the maintenance of proper emergency and security procedures.Supervising maintenance, supplies, renovations andfurnishings.
Liaising with contractors and suppliersEnsuring compliance with licensing laws, health andsafety, employment regulations and other statutory regulations.To make surethat appropriate fire evacuation procedures are in place for all hoteldepartments, that all hotel employees are aware of them and that regular firedrills are carried outPlanning and OrganizingTo ensure that SOPs are in place for all departments and toensure they are updated frequently and adhered to at all times.To ensure all team members attend all training as required bythe company.To develop the design of new programs and campaigns, toensure additional sales from various market segments.To ensure regular team and departmental meetings are held andthat minutes of meetings are recorded, followed up and forwarded for yourattention.To ascertain and follow up on client feedback, identify andaddress potential service shortfalls.To oversee hotelprinted promotional material including brochures, flyers, special offers,posters, etc. as required, always following brand guidelines To work ondeveloping and enhance the hotel website, working with marketing and websupplier to increase the market share for all markets.
To regularly monitor all factors capable of affecting thehotel tourism business.Oversees the annual operatingbudget.
Ensures successful performance by increasing sales and controlling keycosts such as payroll food, beverage and energy costsTo ensure all working materials/equipment, areas aremaintained in good condition.
All faulty/damaged equipment and matters ofhealth and safety concerns are immediately reported.GeneralTo interact and communicate with clients, guests andcolleagues in a courteous, friendly and professional manner at all times.To be fully aware of all company policies and procedures.To be consistently well groomed and professional inappearance and presentation at all times.To be innovative – developing and implementing new ideascontributing to company success.To protect andpromote the image of The Address at all times, both in print and verbally.Manage conflicteffectively.