The Director of Operations is responsible for assisting with the planning and managing of the overall operations of the hotel to achieve customer (guests, employees, corporate and owners) satisfaction and quality service while meeting/exceeding financial goals.
He will plan, organize, direct and coordinate management activities of the operations in conjunction with the General Manager. He/she is responsible for delivering results that contribute to the mission and overall success of the hotel. The Director of Operation will take on responsibility for the hotel in the absence of the General Manager.
Main responsibilities:
Business Performance
- Support the annual budgeting process and financial forecast for the operations departments
- Ensure that all operations departments are maximizing revenue and profit potentials while minimizing costs and staying within budget guideline
- Analyze monthly P&L and month-end reports, identify deviation from business plan goals
Operation
- Ensures guest and employee satisfaction, while maintaining market competitiveness and exceptional financial performance
- Develop, recommend, implement and manage the operational department’s annual and long term goals
- Ensures optimal compliance with corporate focus audit, local health and safety, and other statutory regulations
- Represent the Brand in projecting a credible image to the market, residents and colleagues alike
- Help and support in establishment of positive owner relations
Customer relations
- Conveys the Sofitel pillars to guests by playing a hands-on role in the hotel, embodying sociability and proximity
Team Management
- Manage performance issues that arise within the operational departments. Train, develop, coach and counsel, conduct performance evaluations and resolve problems of departmental team members and managers
- Constantly monitor team members performance, attitude and degree of professionalism
Commercial / Sales
- Instils a sales mindset to employees through continuous stimulation (upselling, incentives, challenges…)
- Provides suggestions for the Sales Manager concerning all offers on sale.