Job Description:
The Operations and Service Manager is a pivotal leadership role in ensuring the smooth operation and exceptional guest experience. As second-in-command, they drive day-to-day operations, enforce brand standards, and foster a culture of excellence across departments.
* Conduct regular audits and develop strategies to improve guest satisfaction, cost control, and operational efficiency.
* Collaborate with senior management to oversee rostering and achieve key performance indicators (KPIs).
* Communicate daily revenue targets and work with teams to achieve them.
* Participate in weekly revenue and sales meetings, focusing on room business levels, forecasting, advertising, and yield management.
* Ensure compliance with health and safety regulations and applicable legislation.
* Support the sales team in promoting hotel offerings and seeking new business opportunities.
* Deliver exceptional service through the 'Hospitality First' program.
* Implement relevant training programs, maintain training records, and develop team members.
* Stay informed about industry trends, service innovations, and equipment developments.