TITLE: Operations Manager REPORTS TO: Accountable to board of directors but reporting to Mr T Strong -line manager JOB OBJECTIVE: Ensure that guests at the hotel receive excellent service and an enjoyable experience as a result of professional/ excellent day to day management of the hotel and its staff. Promoting the hotel and ensuring staff deliver to their potential. Our Operations Manager is responsible for the day-to-day management of a hotel and its staff. The successful candidate will be responsible for planning, organising and directing all hotel services, including front-of-house (reception, reservations), food and beverage operations, and housekeeping. A member of the Hotel Management Team, the post-holder will be required to take a strategic overview and plan ahead to maximise profits. The Operations Manager will be required also to pay attention to the details, setting the example for staff to deliver a standard of service and presentation that meets guests' needs and expectations and promote an excellent image of the Hotel at all times. Being a team-player is vital as the role may include carrying out reception duties or serving meals if the need arises. Business knowledge and people management skills are important elements of the role. Excellent interpersonal skills, proven reliability and the ability to work flexibly are essential. MAIN RESPONSIBILITIES: As Operations Manager, you are accountable for the general running of the Hotel on a daily basis. Duties will vary but will include: • • • • • • • • planning and organising accommodation, catering and other hotel services; promoting and marketing the business; analysing sales figures and devising marketing opportunities devising stock-control, revenue and management strategies to ensure that GP analysis and targets are met ensuring the well-being of customers and colleagues, promptly addressing problems and troubleshooting; planning work schedules, identifying training needs as necessary for individuals and teams; meeting and greeting customers; ensuring guest satisfaction is consistently achieved and promptly dealing with customer complaints and comments; ensuring all hotel events run smoothly; • • • • • • • • • liaising between front of house, kitchen, maintenance and housekeeping departments supervising maintenance and supplies; dealing with contractors and suppliers; ensuring security is effective; carrying out inspections of property and services; ensuring compliance with licensing laws, health and safety and other statutory regulations. ensuring fire testing is carried out in accordance with the fire log book working to financial budgets as required attending and reporting to Directors as required ESSENTIAL REQUIREMENTS AND KEY SKILLS: As Hotel Operations Manager you must be a passionate and experienced operator who can take management of the Hotel to the next level. You must have a proven track record and show excellent interpersonal skills, ambition and flair. To be considered for the role of Hotel Operations Manager you must: • Possess a minimum of 2 years’ experience in a senior management role within a similar hotel • To have a passion for customer service be standards and quality driven with an eye for exacting detail. Have the desire through excellent leadership to create an exceptional team influencing and inspiring the hotel team to drive the business forward. Demonstrate initiative and take full ownership for decisions relating to the running of the hotel • Be commercially minded and financially astute • Be standards and quality driven with an eye for exacting detail • Thrive on networking and building relationships within the local area and driving the sales and marketing effort across all areas of the business • To be self motivated, industrious and be able to think on your feet to respond efficiently to the day to day requirements of the hotel • Be articulately spoken and well presented at all times .
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