We are seeking a dynamic leader to join our fast-paced hotel team as the Operations Manager.
The Operations Manager will be responsible for overseeing the general hotel operations, quality standards throughout the hotel and provide an excellent experience for maximizing guest’s satisfaction and strategic development of the hotel. This role is also responsible for overseeing accommodation, food and beverage, reception, conference and banqueting. This is a leadership role that requires people management skills, excellent attention to detail and ability to execute and follow through on projects. Main responsibilities and essential job functions include, but are not limited to the following:
Key Responsibilities:
Leadership and Staff Management
Provide direction and motivation to department heads and staff across the housekeeping, reception and other departments.
Develop and implement training programs to ensure staff is skilled and knowledgeable in delivering.
Conduct performance evaluations and provide feedback to staff for continuous improvement.
Handle employee relations issues and maintain positive work environment Guest Experience
Oversee all aspect of guest services to ensure a seamless and enjoyable experience.
Develop and implement strategies to improve guests’ satisfaction and loyalty.
Address guest concerns and complaints promptly and professionally.
Monitor guest feedback and identify areas for improvement operations and efficiency.
Develop and implement operational plans and procedures to optimize hotel efficiency.
Manage budgets and expenses to ensure profitability.
Oversee inventory control and purchasing.
Maintain high standards of cleanliness and hygiene throughout the hotel.
Ensure adherence to all safety and security regulations.
Strategic Initiatives
Analyze market trends and identify opportunities to increase occupancy rates and revenue.
Develop and implement marketing strategies to attract new guests.
Stay informed about industry best practices and implement them within the hotel.
Work collaboratively with the General Manager and other HODs to achieve overall hotel goals.
Duties:
Provide timely and thoughtful guidance, coaching, leadership and expert support to all departments.
Ensure consistent compliance with hotel policies, SOP’s and any applicable laws and regulations.
Plan and direct the hotel main operations including quality, standards, cleanliness and guest satisfaction.
Work alongside all HODs to ensure the smooth running of the day-to-day operations.
Conduct regular operations meeting with all HODs to discuss routine operational matters, departmental performance targets and guest feedback.
Ensure consistent implementation and review of SOPs throughout all Departments.
Be responsible for all day-to-day queries, complaints or problems that arise in the hotel.
Liaise daily with the General Manager and other HODs to forecast Hotel business on a weekly basis and plan accordingly.
Ensure that each department delivers a consistently high standard of guest service.
Monitor the hotel functions book and familiarize yourself with all updates’ amendments.
Be responsible for maximizing profit through the consistent delivery of the highest standard of service.
Oversee the ordering process for both departments to ensure spending is kept within budget at all times.
Assessing and reviewing customer satisfaction and service recovery process.
Providing timely and constructive feedback to all direct reports as and when required either formally or informally.
Carry out Duty Management shifts as required.
Carry out regular inspections of all departments in the areas of guest service delivery, cleanliness, presentation, service delivery, employee presentation and grooming.
Ensure that reasonable care is taken for the Health and Safety of yourself, other employees, guests and any other persons on the Hotel premises.
Conduct regular fire walks and Health & Safety audits.
Promote a culture of excellence in guest care through a warm welcome and a desire to exceed expectations.
Promote a positive employee relations culture through effective communication and regular team meetings.
Identifying staff learning needs and assisting with development.
Assist departmental leaders with job advertising, recruitment, induction plans and training.
Organize and host staff appreciation days throughout the year, celebrating hotel and team member achievements.
Regular review of hotel’s website to ensure all information is accurate.
Be available on call 24 hours a day to resolve any urgent problems or emergencies.
Any other duties assigned.
Education
Bachelor’s degree in hospitality management, Business Administration, or a related field
Accredited Certificate or Diploma in catering, culinary arts, hospitality, or similar.
Key Skills and Competencies:
Minimum Work Experience
At least 3 years of experience in hotel management in similar roles in a premium brand hotel.
Proficiency in hospitality software and technology
Strong leadership and interpersonal skills.
In-depth knowledge of hospitality industry best practices.
Must have a passion for delivering outstanding service.
Excellent interpersonal, exceptional oral and written communication skills are essential.
Self-motivated, decisive, responsible and driven to achieve goals.
Ability to think independently, possess good judgment, proven problem-solving skills and effective decision-making skills.
Benefits:
Competitive salary and performance-based incentives.
Opportunities for professional development and career advancement.
Positive work environment with a great team
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