Categories: Hospitality
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Reference: HA011

 

Stellenbosch

Salary: R600k per annum negotiable.

 

JOB DESCRIPTION -Operations Manager

Department: Management

Reports to: GENERAL MANAGER

Position Summary:

The operations manager supports the successful execution of all operations in the hotel operations departments (including rooms division, food and beverage/banqueting, spa and maintenance) and manages staff. Strives to continually improve guest and employee satisfaction and maximize the department’s financial performance. Ensures standards and procedures are followed. Leads specific teams while assisting with meeting or exceeding property goals.

The goal of Operations Manager:

The operation manager should have an excellent level of commercial awareness and be able to build and maintain relationships with internal and external people. The manager is also responsible for highlighting short/medium/long-term issues to the GM and helping formulate solutions.

The operations manager must also assist in preparing the annual budgeting and monthly forecasting processes.

Knowledge and Abilities:

  • Takes proactive approaches when dealing with employee concerns.
  • Extends courtesy to employees at all times.
  • Communicate/update all goals and results with employees.
  • Leads by example, demonstrating self-confidence, energy and enthusiasm.
  • Be available on call 24 hours a day to resolve any urgent problems or emergencies.
  • Be available to deal with guests at any time in a patient manner.
  • Well-groomed, professional with a charming nature.
  • Attention to detail, well organized and can juggle many projects simultaneously.
  • Super productive and committed to deadlines. Can teach other departments the same sense of urgency and assist with meeting required deadlines.
  • Knowledge of industry trends and open to attending marketing, networking, and industry sessions.

Key Duties and Responsibilities:

General Functions:

  1. Fully responsible for all aspects of all departments.
  2. Supported and worked with all heads of departments in all aspects of running this hotel.
  3. Inspecting all departments with their respective managers for cleanliness, ambience, service readiness, staff grooming & hospitality culture.
  4. Monitor the co-ordination between all departments for smooth & efficient operations.
  5. Assessing and reviewing customer satisfaction and service recovery process.
  6. Providing timely and constructive feedback to all direct reports as and when required formally or informally.
  7. Conduct weekly meetings with marketing people for enquiry & follow up & conversion to grow the business.
  8. Monitor and maintain operation & overhead costs to maintain maximum revenue for the organization.
  9. Responsible for the overall management of the hotel’s operation.
  10. Any other duties assigned by the general manager.
  11. Assists employees in understanding guests’ ever-changing needs and expectations and exceeding them.

Supporting Operations Team:

  1. Conduct a regular operations team meeting with all the HODs daily to discuss routine operational matters, sales targets, feedback and action for service recovery, and any staff issues. The minutes of the meeting will be sent to the GM.
  2. Lead and support passionate departments that aim to provide exceptional guest experiences while performing within financial guidelines.
  3. Sets and maintains high guest service and operational excellence and responds to social media sites.
  4. Providing support for the line staff.
  5. Coaching, counselling, and disciplining all the shift employees and the department head.
  6. Ensures that goals regarding guest tracking and productivity are being translated to the team.
  7. Understands employee and guest satisfaction results and communicates game plans to address areas of need and expand on strengths.

Human Resource Functions:

  1. Interviews and assists in making hiring decisions.
  2. Receives hiring recommendations from team supervisors.
  3. Ensures orientations for new team members are thorough and completed promptly.
  4. Ensure SOP implementation in all departments and check the same during routine operational checks.
  5. Inspecting all departments for SOP implementation.
  6. Meet all HODs to review & train the staff regularly.
  7. Identifying staff learning needs and assisting with development
  8. Or any other duties assigned.