OPERATIONS MANAGER

We are seeking a highly motivated and experienced Operations Manager to oversee the daily operations. The ideal candidate will ensure exceptional guest experiences while managing staff, coordinating maintenance, and optimizing operational efficiency.

QUALIFICATION AND EXPERIENCE

• Batchelor’s Degree in Hospitality Management or equivalent 
• 3-5 years proven experience in hotel operations management, with a focus on Food and Beverage, Property Management and Maintenance, guest experience and service excellence.
• Technical skills in Planning and Implementation of Hotel Maintenance Programs

SKILLS REQUIREMENT/KEY COMPETENCIES

• Excellent knowledge and experience in Hotel Restaurant Operations and Management

• Strong leadership and people management skills, ability to motivate and develop teams.

•  Strong financial acumen and understanding of revenue / cost management principles.
•  Proficient in hotel software, computer systems, camera surveillance systems 

REPORTING RELATIONSHIP

Reports to: Managing Director

Supervises:                                Food & Beverage, Maintenance, Property, Accommodations

Liaise internally with:              Directors/ Managers/ Supervisors and all work teams.

Liaise externally with:             Contractors, Maintenance firms & Security personnel, Suppliers, Guests, etc.

CORE FUNCTIONS

•  Responsible for overseeing, Food and Beverage, Maintenance, Property, Accommodations.
• This is a leadership role that requires people management skills, excellent attention to detail and ability to execute and follow through on projects.
• In summary, the Hotel Operations Manager is responsible for the day-to-day operational running of the hotel.
• The role is key for maximizing guest satisfaction and for the strategic development of the property.
• Ensure that the quality of Food & Beverage, Maintenance, Property, Accommodation is to the agreed standards.
• Directs the completion of designated projects (Weddings, Events,etc) in accordance with all stated requirements.
• Provide weekly/ monthly reports on all areas of responsibility to the Managing Director
• Organize periodic external/internal staff training in Customer Service, Self/Workplace development, etc. including on-the-job training/coaching for requisite support staff as required.
• Make recommendations for improvement in routine/ periodic maintenance, property, accommodations, F& B
• Ensure that maintenance related guests and other complaints are treated as a matter of urgency and prioritized.
• Be visible, available, and easily accessible to Hotel guests to resolve Maintenance, Accommodation, F&B issues.
  • Measurable results achieved against targets set
  • Compliance with approved operating procedures/standards
  • Provision of accurate, available and current Data
  • Commitment to results, Functional Competency, Integrity & Work Ethics
  • Quality service delivery and Customer service

PERFORMANCE CRITERIA

SPECIFIC DUTIES

 Administration

• Be available for emergencies and deal with them efficiently, effectively, and promptly.
• Familiarise yourself with the specific duties of the staff under your supervision and monitor their performance.
• Ensure that each department delivers a consistently high standard of guest service. Achieve business objectives, maximize the profitability of all outlets in the hotel, reduce waste, maintain effective cost controls in all areas.
• Plan and direct the hotel’s main operations including quality, standards, cleanliness, guest satisfaction.
•  Promote a culture of excellence in guest care through a warm welcome and a desire to exceed expectations.
•  Work alongside all Heads of Departments (HODs) to ensure the smooth running of the day-to-day operations.

• Conduct regular operations meetings with all HODs to discuss routine operational matters, departmental performance targets and guest feedback.

• Promote a positive employee relations culture through effective communication, incentive programs, team meetings.

• Carry out regular inspections of all departments in the areas of guest service delivery, cleanliness, presentation, service delivery, employee presentation and grooming.

• Deputize for the Managing Director in his absence and at various meetings and events.

• Ensure consistent implementation and review of SOPs throughout all Departments.

• Maximize financial opportunities and achieve a pro-active up-selling environment throughout the hotel.

• Carry out Duty Management shifts as required.

• Be responsible for all day-to-day queries, complaints or problems that arise in the hotel.

Food and Beverage

• Monitor the daily sales from the F & B POS and reconcile with the usage for weekly reports.
• Ensure weekly financial reports on Food & Beverage utilizing the EPOS are completed.
• Monitor service delivery to ensure satisfied customers including enquiring about their experience.
• Follow up on any guest incidents and ensure that all issues are taken care of promptly.
• Ensure efficient control of all Food and Beverage stocks, distribution, minimising waste. 
• Plan and organize innovative marketing strategies designed to boost the restaurant and bar sales.
  • Work closely with F&B Supervisor to ensure accountability and the smooth running of the day-to-day operations.
  • Work alongside F&B Supervisor to ensure that the quality of all food and beverages is to the agreed standards.
  • Directs the completion of designated assignments (Weddings, Events, etc.) within all stated requirements.
  • F&B weekly inspections to ensure that the Hotel’s standards are being maintained.

Maintenance

• A preventative maintenance program is the best way to accurately ensure that all facilities and equipment are being properly cared for. Supervise the program and ensure that accurate records are kept of all activities.  
• Ensure that the Maintenance personnel complete the daily maintenance tasks within the prescribed timeframe, complete the daily report sheets, maintenance logs and periodic in-house maintenance activities.
• Familiarise yourself with the operation of the Generator, monitor this and other equipment service contracts.
• Know how the water storage systems, equipment operates including pumps, tanks, etc. on property.
• Liaise with the Property Manager with regards to maintenance of equipment in villas and rooms
• Ensure that supplies of items regularly needed for maintenance are kept in stock.
• Ensure that all maintenance problems including reports made to the Front Office are resolved promptly.
• Familiarise yourself with the operation of all Hotel equipment, inspect regularly and ensure that they are being properly maintained and schedule the servicing of the necessary equipment on the property e.g. Generator, Water Softeners, water storage systems, laundry equipment, Restaurant and Kitchen equipment, Freezers, Coolers, Ice machines, Air conditioners, TV’s, etc.  Maintain an accurate equipment maintenance log.
• Inspect rooms Weekly to identify any maintenance shortfalls and ensure that these are addressed.  
• Inspect the buildings and all external areas for routine and periodic maintenance action.

Property

• Carry out routine property inspections to ensure that all facilities, villas, rooms, spa, restaurant, bar, etc. are operating efficiently, including taking immediate corrective action where necessary.

• Ensure the routine maintenance of the property gardens including the beach is carried out.
• Manage the logistics, execution of weddings to ensure a smooth and organized events (timelines, vendors, etc.)
• Monitor weekly hotel supplies usages compared with occupancy levels,
• Monitor the property management system to ensure guest feedback, reviews, etc. are utilized in operations to enhance guest experience and service excellence.
• Utilize all tools in property management system to maximise revenue to hotel.
• Ensure that all Hotel Licenses (Hotel License-TPDCo, Fire Certificate, Spirit License, Beach License, Health Certificate-Pools, Health Certificate-Hotel, Lifeguard License, Environmental Permit, Spa License are kept up to date including preparatory work for inspections with agency personnel and any corrective action if required.

• Ensure the efficient control of inventory and stocks in all departments including pesticides, chemicals, sanitation supplies and the weekly monitoring for compliance with usage guidelines.

• Work alongside team members to achieve constant operational improvement.
• Safety and security of the hotel’s guests and staff members is of prime importance.
• Ensure that Security personnel are carrying out their duties and complete assigned tasks.

Environmental Management System

• Use the EMS Program as the guideline for the complete operations of the hotel, promote to guests and our team.
• Monitor the waste separation aspect of the Hotel’s Sustainability programme ensuring accurate records are kept.

• Implement and enforce the hotels existing Environmental Management System and Sustainability program.   

AUTHORITY

• Recommend staff development, discipline, etc.
• Issue work instructions to staff as it relates to Maintenance, Property, Accommodations, Food and Beverage
• Monitor staff performance with quarterly reviews/appraisals and perform annual staff evaluations.

·   Recommend payment of expenditures relating to Maintenance, Property, Accommodations, Food and Beverage.

• Hours of work- Six (6) days per week: 9:00am-4:40pm/10:00am-5:40pm/12:00pm-7:40pm/2:20pm– 10::00pm,
• Duties may on occasion require going over normal shift hours but there are no overtime payments attached to Managerial positions.
• Carrying out any other duties required to ensure the efficient and effective operations of the Hotel.
• Be familiar with the duties and responsibilities of all members of staff.
• Any other duties requested by management and/or the Directors.