Title: Complex  Director of Operations

Reports :   To the Complex General Manager – Radisson Blu Hotel & Convention Centre, Kigali

INDICATORS OF SUCCESS

• Financial (GOP, RevPar and RSI)
• Customer satisfaction and loyalty goals ( review pro score, Comment Cards, annual quality review) Achivement at the employee engagement survey and retention goals.

AREAS OF RESPONSIBILITY

Participates in the development and implementation of business strategies for the hotel which are aligned with RHG's overall mission, vision values and strategies

 Participates in the development of the hotel's business strategies

• Develops and implements strategies for hotel operations that support achievement of the hotel's goals
• Monitors status regularly and adjusts strategies as appropriate
• Develops the annual budget in conjunction with the Executive Committee
• Participates in the development of the annual marketing, sales and yield management plans and strategies
• Continually improve hotel operations and adheres to the hotel brand standards

Maximizes profitability and revenue by directing the hotel operatirations

• Directs hotel operations in accordance with RHG and the hotel's standards of operations
• Develops and implements operating procedures and standards that support employees in their effort to deliver Yes, I Can! service and teamwork
•  Analyzes business results on a regular basis and takes actions to improve results as appropriate  Leverages system-wide expertise and resources where possible in order to incorporate best practices and deliver services on a cost-effective basis 
• Sets objectives for each department and supervises the department manager

 Implements the approved budget; monitors revenues and costs on a daily basis and takes corrective action

      Controls costs by adhering to standards of operations for forecasting, budgeting, scheduling, payroll control and other expense management systems

CENTRE.

Develops and implements strategies and practices which support employee engagement    Recruits and selects qualified candidates

      Provides employees with the orientation and training needed to understand expectations and perform job responsibilities

      Communicates performance expectations and provides employees with on-going feedback

      Provides employees with coaching and counselling as needed to achieve performance objectives and reach their fullest potential

      Drives employee engagement through the creation and implementation of departmental action plans

Creates 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations. Provides employees with the training and resources they need to maximize employee engagement and deliver Yes I Can! service and teamwork

      Communicates and reinforces the vision for Yes I Can! service to employees

      Ensures that employees provide Yes I Can! genuine hospitality and teamwork on an ongoing basis

      Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis     

Seeks opportunities to improve the customer experience by seeking customer feedback and reviewing management reports and developing strategies to improve department and hotel services

      Provides employees with the tools, training and environment they need to deliver Yes I Can! service and teamwork

Adheres to hotel policies and procedures

      Keeps the General Manager promptly and fully informed of all problems or unusual matters of significance

               Communicates effectively with guests, co-workers and the General Manager

      Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position  Maintains a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environment

      At all times projects a favourable image of the Hotel to the public

 Assists in the development of the Hotel business plan and ensures the department has an overall understanding of its goals and objectives

REQUIREMENTS

      Minimum of five years work experience in hotel management

      Bachelor's degree preferred

      Experience managing to brand standards

              Experience managing owner relationships

      Able to resolve conflicts guests, supervisor and employee

      Able to collaborate effectively with other hotel employees and managers to ensure teamwork

      Knowledge or hotel operations including; preparation of business plans, budget forecasting, quality assurance program, hospitality law, and long-range planning

Title: Complex  Director of Operations

Reports :   To the Complex General Manager – Radisson Blu Hotel & Convention Centre, Kigali

INDICATORS OF SUCCESS

• Financial (GOP, RevPar and RSI)
• Customer satisfaction and loyalty goals ( review pro score, Comment Cards, annual quality review) Achivement at the employee engagement survey and retention goals.

AREAS OF RESPONSIBILITY

Participates in the development and implementation of business strategies for the hotel which are aligned with RHG's overall mission, vision values and strategies

 Participates in the development of the hotel's business strategies

• Develops and implements strategies for hotel operations that support achievement of the hotel's goals
• Monitors status regularly and adjusts strategies as appropriate
• Develops the annual budget in conjunction with the Executive Committee
• Participates in the development of the annual marketing, sales and yield management plans and strategies
• Continually improve hotel operations and adheres to the hotel brand standards

Maximizes profitability and revenue by directing the hotel operatirations

• Directs hotel operations in accordance with RHG and the hotel's standards of operations
• Develops and implements operating procedures and standards that support employees in their effort to deliver Yes, I Can! service and teamwork
•  Analyzes business results on a regular basis and takes actions to improve results as appropriate  Leverages system-wide expertise and resources where possible in order to incorporate best practices and deliver services on a cost-effective basis 
• Sets objectives for each department and supervises the department manager

 Implements the approved budget; monitors revenues and costs on a daily basis and takes corrective action

      Controls costs by adhering to standards of operations for forecasting, budgeting, scheduling, payroll control and other expense management systems

CENTRE.

Develops and implements strategies and practices which support employee engagement    Recruits and selects qualified candidates

      Provides employees with the orientation and training needed to understand expectations and perform job responsibilities

      Communicates performance expectations and provides employees with on-going feedback

      Provides employees with coaching and counselling as needed to achieve performance objectives and reach their fullest potential

      Drives employee engagement through the creation and implementation of departmental action plans

Creates 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations. Provides employees with the training and resources they need to maximize employee engagement and deliver Yes I Can! service and teamwork

      Communicates and reinforces the vision for Yes I Can! service to employees

      Ensures that employees provide Yes I Can! genuine hospitality and teamwork on an ongoing basis

      Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis     

Seeks opportunities to improve the customer experience by seeking customer feedback and reviewing management reports and developing strategies to improve department and hotel services

      Provides employees with the tools, training and environment they need to deliver Yes I Can! service and teamwork

Adheres to hotel policies and procedures

      Keeps the General Manager promptly and fully informed of all problems or unusual matters of significance

               Communicates effectively with guests, co-workers and the General Manager

      Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position  Maintains a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environment

      At all times projects a favourable image of the Hotel to the public

 Assists in the development of the Hotel business plan and ensures the department has an overall understanding of its goals and objectives

REQUIREMENTS

      Minimum of five years work experience in hotel management

      Bachelor's degree preferred

      Experience managing to brand standards

              Experience managing owner relationships

      Able to resolve conflicts guests, supervisor and employee

      Able to collaborate effectively with other hotel employees and managers to ensure teamwork

      Knowledge or hotel operations including; preparation of business plans, budget forecasting, quality assurance program, hospitality law, and long-range planning