The Role: Operations Manager

Reporting to: The Director of Operations

Outline of Position: Oversees all aspects of Hotel operation in accordance with Company standards, including maximisation of financial performance, guest satisfaction, and staff development 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.

Key Job Aims

1.       Create a working environment that includes development of colleagues.

2.       Promote exceptional delivery in customer service.

3.       Ensure emphasis on achieving revenue.

4.       All duties are carried out in line with the Hotels guidelines and business plan.

5.       Efficient operation and cost control of all hotel departments and facilities

6.       Rooms and public areas consistently maintained to standards of attractiveness, comfort and cleanliness

7.       Food and beverage consistently maintained to standards of quality, innovativeness, service and presentation.

8.       Energy consumption is monitored and minimized.

Accountabilities:

Operational

• Maximising Hotel revenue and profitability from all market segments.
• Responsible for development and direction of departmental managers in order to achieve pre-set goals and targets as agreed.
• Responsible for maximising the profit opportunities of all outlets in the property.
• Work closely with Group Revenue and Sales  in order to achieve increased revenue per available room. Analysing sales figures and devising marketing and revenue management strategies. Meeting budgets and exceeding revenue targets.
• Assist in managing budgets and financial plans as well as controlling expenditure.
• Monitors the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports. Initiates corrective 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 companys policies and to ensure team members are adhering to it.
• Promotion of all company facilities and ensure consistency in brand standards.
• Oversee all food and beverage operations within the hotel.
• Establishes and maintains a pro-active human resource function to ensure employee motivation, training and development in conjunction with HR.
• To be responsible for the Duty Management Team and ensure that they are fully trained in all areas of the hotel. To manage and motivate Heads of Department
• Ensures good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures.
• Supervising maintenance, supplies, renovations and furnishings. Liaising with contractors and suppliers
• Ensuring compliance with licensing laws, health and safety, employment regulations and other statutory regulations.
• To make sure that appropriate fire evacuation procedures are in place for all hotel departments, that all hotel employees are aware of them and that regular fire drills are carried out

• To ensure that SOPs are in place for all departments and to ensure they are updated frequently and adhered to at all times.
• To ensure all team members attend all training as required by the company.
• To develop the design of new programs and campaigns, to ensure additional sales from various market segments.
• To ensure regular team and departmental meetings are held and that minutes of meetings are recorded, followed up and forwarded for your attention.
• To ascertain and follow up on client feedback, identify and address potential service shortfalls.
• To oversee hotel printed promotional material including brochures, flyers, special offers, posters, etc. as required, always following brand guidelines
• To work on developing and enhance the hotel website, working with marketing and web supplier to increase the market share for all markets.
• To regularly monitor all factors capable of affecting the hotel tourism business.
• Oversees the annual operating budget. Ensures successful performance by increasing sales and controlling key costs such as payroll food, beverage and energy costs
• To ensure all working materials/equipment, areas are maintained in good condition. All faulty/damaged equipment and matters of health and safety concerns are immediately reported.

General

• To interact and communicate with clients, guests and colleagues 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 in appearance and presentation at all times.
• To be innovative – developing and implementing new ideas contributing to company success.
• To protect and promote the image of The Address at all times, both in print and verbally.
• Manage conflict effectively.

The Role: Operations Manager

Reporting to: The Director of Operations

Outline of Position: Oversees all aspects of Hotel operation in accordance with Company standards, including maximisation of financial performance, guest satisfaction, and staff development 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.

Key Job Aims

1.       Create a working environment that includes development of colleagues.

2.       Promote exceptional delivery in customer service.

3.       Ensure emphasis on achieving revenue.

4.       All duties are carried out in line with the Hotels guidelines and business plan.

5.       Efficient operation and cost control of all hotel departments and facilities

6.       Rooms and public areas consistently maintained to standards of attractiveness, comfort and cleanliness

7.       Food and beverage consistently maintained to standards of quality, innovativeness, service and presentation.

8.       Energy consumption is monitored and minimized.

Accountabilities:

Operational

• Maximising Hotel revenue and profitability from all market segments.
• Responsible for development and direction of departmental managers in order to achieve pre-set goals and targets as agreed.
• Responsible for maximising the profit opportunities of all outlets in the property.
• Work closely with Group Revenue and Sales  in order to achieve increased revenue per available room. Analysing sales figures and devising marketing and revenue management strategies. Meeting budgets and exceeding revenue targets.
• Assist in managing budgets and financial plans as well as controlling expenditure.
• Monitors the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports. Initiates corrective 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 companys policies and to ensure team members are adhering to it.
• Promotion of all company facilities and ensure consistency in brand standards.
• Oversee all food and beverage operations within the hotel.
• Establishes and maintains a pro-active human resource function to ensure employee motivation, training and development in conjunction with HR.
• To be responsible for the Duty Management Team and ensure that they are fully trained in all areas of the hotel. To manage and motivate Heads of Department
• Ensures good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures.
• Supervising maintenance, supplies, renovations and furnishings. Liaising with contractors and suppliers
• Ensuring compliance with licensing laws, health and safety, employment regulations and other statutory regulations.
• To make sure that appropriate fire evacuation procedures are in place for all hotel departments, that all hotel employees are aware of them and that regular fire drills are carried out

• To ensure that SOPs are in place for all departments and to ensure they are updated frequently and adhered to at all times.
• To ensure all team members attend all training as required by the company.
• To develop the design of new programs and campaigns, to ensure additional sales from various market segments.
• To ensure regular team and departmental meetings are held and that minutes of meetings are recorded, followed up and forwarded for your attention.
• To ascertain and follow up on client feedback, identify and address potential service shortfalls.
• To oversee hotel printed promotional material including brochures, flyers, special offers, posters, etc. as required, always following brand guidelines
• To work on developing and enhance the hotel website, working with marketing and web supplier to increase the market share for all markets.
• To regularly monitor all factors capable of affecting the hotel tourism business.
• Oversees the annual operating budget. Ensures successful performance by increasing sales and controlling key costs such as payroll food, beverage and energy costs
• To ensure all working materials/equipment, areas are maintained in good condition. All faulty/damaged equipment and matters of health and safety concerns are immediately reported.

General

• To interact and communicate with clients, guests and colleagues 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 in appearance and presentation at all times.
• To be innovative – developing and implementing new ideas contributing to company success.
• To protect and promote the image of The Address at all times, both in print and verbally.
• Manage conflict effectively.