Operations Manager
Job Summary
- The Operations Manager at the Hotel is responsible for ensuring smooth day-to-day operations of all departments, maintaining high standards of service delivery, and driving efficiency across the hotel.
- This role involves supervising staff, managing budgets, improving operational processes, and ensuring guest satisfaction.
- The Operations Manager plays a key role in supporting the General Manager in achieving the hotel’s overall goals and objectives.
Role Responsibilities
Operational Leadership
- Oversee the daily operations of all departments to ensure efficiency and service excellence.
- Implement, and monitor the hotel’s standard operating procedures (SOPs) for all operational departments.
- Collaborate with department heads to ensure departmental goals align with overall hotel objectives.
- Monitor and evaluate staff performance, providing guidance and support to improve productivity.
- Ensure compliance with health, safety, and hygiene standards across all areas of the hotel.
Guest Experience Management:
- Ensure the delivery of exceptional guest experiences by maintaining high standards of customer service.
- Handle escalated guest complaints and resolve issues promptly to ensure guest satisfaction.
- Review guest feedback from surveys, online reviews, and other sources to identify areas for improvement.
- Implement initiatives to enhance guest loyalty and retention.
Financial and Budget Management:
- Assist the General Manager in preparing and managing operational budgets.
- Monitor departmental expenses to ensure cost efficiency and adherence to budgets.
- Analyze financial performance and identify areas to improve profitability.
- Negotiate contracts with vendors and suppliers to secure cost-effective agreements.
Staff Management and Training:
- Supervise, mentor, and motivate department heads and staff to achieve their performance targets.
- Coordinate recruitment, onboarding, and training programs for operational staff.
- Ensure all employees comply with company policies, standards, and regulatory requirements.
- Promote a culture of teamwork, innovation, and continuous improvement among staff.
Process Improvement and Efficiency:
- Identify inefficiencies in hotel operations and implement strategies for improvement.
- Conduct regular inspections of all areas of the hotel to ensure compliance with quality and safety standards.
- Leverage technology and automation to enhance operational efficiency and service delivery.
Reporting and Communication:
- Prepare and present operational reports, including revenue, occupancy, and service metrics, to the General Manager.
- Act as a liaison between staff and senior management to ensure smooth communication.
- Maintain strong relationships with external partners, vendors, and stakeholders.
Qualifications
- Education and Certifications
- Bachelor’s degree in Hospitality Management, Business Administration or a related field
- Professional certifications in hotel management or operations are an advantage
Experience:
- Minimum of 7 years experience in hotel operations, with at least 3 years in a management role
- Proven track record of managing diverse teams and delivering operational excellence in a luxury or boutique hotel
- Competences/Skills
Skills:
Leadership and People Management
- Ability to lead, motivate and develop a team to achieve high performance
Operational Expertise:
- Strong understanding of hotel operations, including front office, housekeeping, food and beverage, and maintenance
Customer Service:
- Exceptional problem-solving and conflict resolution skills to handle guest concerns
Financial Acumen:
- Proficiency in budgeting, financial analysis and cost control
Analytical and Strategic Thinking:
- Ability to analyze data, identify trends and make data-driven decisions
Communication Skills:
- Strong verbal and written communication skills, with the ability to interact effectively with guests, staff and stakeholders
Technical Proficiency:
- Familiarity with property management systems (PMS), point-of-sale (POS) systems and other hotel management software.
Method of Application
Interested and qualified candidates should forward their CVs and cover letters to: [email protected] using “Operations Manager” as the subject of the mail.
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