Job Title: Operations Manager
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Description:
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1. As a key member of the hotel team, you will be responsible for overseeing the daily operations of our property.
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2. You will ensure that all departments are staffed and running smoothly, maintaining high standards of cleanliness and service delivery.
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3. Your primary focus will be on providing excellent guest relations, ensuring that our guests have an enjoyable stay.
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4. You will liaise with department heads to ensure sufficient staffing levels and operate in all areas according to agreed standards.
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5. You may be required to assist in daily operations of other departments when needed.
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6. You will be operationally responsible for service delivery and standards throughout the building on duty.
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7. You will compile and implement new menus for all areas in conjunction with the Executive Head Chef, Restaurant and Bar Managers as required.
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8. You will patrol the building ensuring all fire exits are free from obstruction and in proper working order.
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9. You will be present around the building at all times during the day.
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10. You will ensure the highest level of cleanliness is upheld in all areas of responsibility.
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11. You will interface with customers regularly to obtain feedback on quality of product, service levels and overall satisfaction.
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12. You will respond to guest problems and complaints effectively.
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13. You will work in other departments as required.
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14. You will ensure operating standards are adhered to in all departments.
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15. You will update signage throughout the building to ensure it is up to date, in correct standard and professionally displayed.
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16. In the event of a fire alarm or pre-alarm scenario, you will take control and lead the team.
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17. You will ensure 100% rooms occupancy and no rooms are blocked off.
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18. You will follow up on any guest feedback.
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19. You will deliver daily team briefings where required.
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20. You will establish a comprehensive handover system to inform the Manager on Duty of all VIPs, Complaints, Special Requests, Function Business and AOB.
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21. You will look after requisitions outside of store hours ensuring all documentation is completed.
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22. You will carry out stock takes as required.
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23. You will create relevant Purchase Orders for approval for any purchasing requirements.
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24. You will follow up on any invoices ensuring they are sent to accounts to ensure timely payment.
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25. You will assist departments with their payroll forecasts as required.
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26. You will spot check guest bedrooms as required.
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27. You will handle all complaints in a calm, organised and discreet manner ensuring complete service recovery every time.
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28. You will conduct any Fire, Life, Safety projects as requested.
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29. You will get involved in and carry out training in the hotel.
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30. You will complete all projects within the required time frame as directed by Senior Management, HR Management, Deputy General Manager or General Manager.
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Requirements: To be successful in this role, you will need experience in hospitality management, particularly in front office, bar, restaurant, conference & banqueting and housekeeping. You should also have strong guest relations skills and be able to work under pressure with deadlines. In addition, you will need to have experience in making tough decisions and be able to communicate effectively with all team members and senior management.