Hotel Operations Manager

You will be responsible for the day-to-day operations of the hotel by leading the Food and Beverage, Front Office, Maintenance and Housekeeping teams and to deputise for the General Manager in the overall development, performance and maintenance of the hotels activities to obtainoverall hotel targets, excellent Guest Service and Team Member experience.

Accountabilities Food and Beverage

• To analyse food cost, beverage cost, payroll cost, expenses and sales cost to help meet and exceed targets
• To work with the Marketing and Revenue Generation team to promote and drive revenue of the F&B outlets through special dining experiences and events
• Regularly analyse food and service standards and make improvements where necessary
• Responding to guest queries in a timely fashion and having a presence on the hotel floor, interacting with the guests and the team
• To be fully conversant with all food, wine and drinks menus and pricing

• Ensure compliance with all brand standards and enhance the guests experience in line with the brand identity
• Receiving and resolving, or assisting the General Manager in resolving guest complaints and service recovery issues as they arise
• Monitoring PPM maintenance progress and FF&E (Furniture, Furnishings, and Equipment) conditions and providing status report to the General Manager
• Responsible for operational departments in maintaining accurate records including expenses, guestinformation, ARagingreports, direct billing etc.
• Ensuring property, grounds, physical plant and work areas are maintained to standard
• Ensuring that all hotel bedrooms are clean and in good repair by conducting sudden room audits and giving feedback to HODs for action
• Regular monitoring of the hotel guest journey by assessing the hotel welcome, check-in, check-out, amenities and team member product knowledge and suggesting and making improvements where needed
• Maintaining a presence on the front desk when required

Accountabilities- All Operations

• Time will be split between Food and Beverage and Rooms Division equally with floor presence required for both. As business requires one area may need more focus than another.
• Assigning duties to HOD's and observing performance to ensure adherence to hotel policies and established operating procedures are successfully communicated and delivered in the Rooms department
• Providing training to team members and HOD's where applicable
• With the IT Manager, ensure that all systems for the operations are integrated and running smoothly for all operations, eg the PMS, POS, and feedback platforms and keeping current with new industry technology trends
• Oversee sustainability and environmental initiatives in the operations introducing new environmentally-friendly and energy-saving practices
• Selecting or assisting in the selection of hotel staff and ensuring all paperwork and onboarding of operational team members are done correctly
• Reviewing employee performance and assisting HR with actions such as disciplinary actions and terminations
• Chairing the Morning Briefings as well as HOD meetings
• Leading crisis management in the hotel planning for all crisis eventualities, training and preparing the team in case of crisis events such as fire, natural disasters, bomb threats, terrorism, protests, flood and other emergency situations.
• Assisting the General Manager in key property issues including capital projects, customer service and refurbishment
• Auditing on par stock on all areas to make sure that all required hotel supplies are ordered and stocked in advance of need
• Ensuring hotel staff is provided with uniforms and upholding property grooming standards
• Actively supporting the commercial strategies and commercial performance

Benefits