GENERAL MISSION:
The position is responsible for the Hotel Operational Departments (Front Office, Housekeeping, F&B Service, Culinary & Engineering). Manage the operations of the hotel in order to maximize profitability, to ensure superior guest service and product quality. Develop, recommend, implement and manage the operational department’s annual and long term goals while meeting/exceeding financial goals.
PRIMARY RESPONSIBILITIES:
RESPONSIBILITES AND MEANS
The Operations manager performs his/her duties within the framework as defined by the chain or hotel norms and internal regulations.
TECHNICAL RESPONSIBILITIES
• Quality of the product.
• Control of hotel techniques and applications by the staff.
• Staff adherence to product spirit and follow-up.
• Applications of the inspection norms established by the group & hotel.
• Sales & Pricing policies of operational Departments.
• Establishment of the Hotel’s Operating Budget and Financial forecast in conjunction with General Manager.
• The providence of all legal and internal documents.
• The perfect functioning of all equipment by establishing a preventive maintenance program.
• The application of a Security policy and procedure related to Operations and guest well-being.
• Anticipate and address guest issues and establish proactive processes to promote guest satisfaction.
• Ensure compliance with local health and safety regulations.
• Conduct a daily briefing with management on current key activities and to drive standards and proper preparation.
• Ensure guest and employee satisfaction, while maintaining market competitiveness and exceptional financial performance.
• Guarantees the high standard of rooms and F&B services
• Is in constant contact with the other departments and ensures that information circulates smoothly between them
• Is responsible for consistency and coherence between different teams
• Ensures that all brand reference guidelines are correctly applied at all times
Promotes the use of teams of receptionists and welcomers and hostesses, ensures people are well suited to their jobs and that their roles are properly understood both by themselves and other hotel personnel.
• Ensures that guests are followed up and offered appropriate services of a high standard
Supervises the both Rooms and F&B department's organisation and operations
Presents the General Manager with a daily report on activities and events
Presents The General Manager to the Owning company when needed
Initiates new projects, coordinating implementation and follow-up.
• A senior role which involves overseeing the production of goods and/or provision of services. Making sure the organization is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of customers and clients.
Monitoring and analysing the current system of production or provision to check it’s effective, and working out a strategy for improving if necessary.
• Analysing statistics and reading and writing reports Planning and controlling change
• Setting and reviewing budgets and managing cost
• Overseeing inventory, distribution of goods and facility layout
• Behaving and acting in an exemplary fashion, embodying the brand mindset and representing hotel management
• Is in charge of the organization and quality of Rooms and F&B services offered to guests
Is responsible for good financial and qualitative results for the departments
Helps define and implement hotel strategy
• Helps employees improve their skills and provides support for career development
Manages the team.
ADMINISTRATIVE AND LEGAL RESPONSIBILITIES
• Proper maintenance of all Administrative and legal documents (books, staff salaries, medical, labor inspection, security control and foreign manpower)
• Submission as and when required of all accounting documents.
• Application of laws in the areas of prices, labor security, safety, customer protection etc. He/she should have at all times, up to date, legal information materials.
• Maintenance of all administrative procedures implemented by General Management.
• Ensure optimal compliance with corporate focus audit.
• Be an example of the ACCOR values, brand standards and strategies, and a champion of grooming and appearance guidelines.
• Be an integral part of the business team, attends all scheduled meetings and contributes actively with proper preparation.
• Draws up the annual budget for the department and follows up implementation
Implements the rooms pricing policy in an effort to optimise REVPAR
Motivates and drives the team to attain the department's quantative targets
Manages headcount to ensure it matches the level of activity in line with the predefined budget
Carries out occasional checks on cash operations, activity reports etc
Checks and analyses the dashboard charts prepared by the Heads of Department
Takes part in "Debtor" meetings and runs thorough checks on files in litigation
Analyses financial results and takes corrective measures as necessary throughout the year
• Decides on the department's investments in conjunction with the General Manager
HUMAN RESOURCE RESPONSIBILITIES
• Staff turnover, planning, recruitment and development of operational Head of Departments and all operational Employees of the hotel.
• Evolution of the career of their subordinates.
• Setting of goals and objectives to the operational Division heads.
• Rewards, sanctions and dismissal of staff with the approval of the General Manager according the Handbook employee.
• Organization of the Assessment Appraisal standards of the Division heads.
• Regular organization of Staff Information & Communication meetings.
• Perfect working rapport and coordination of the respective Divisions and Departments of the hotel.
• Creative development and active participation of the team.
• Ambassadorship of the Management through his overall attitude and demeanor towards Customers and staff of the hotel.
• Manage performance issues that arise within the operational departments as well as train, develop, coach and counsel, conduct performance evaluation and resolve problems of department team members and managers.
• Be an inspiration to all hotel staff to achieve upscale levels of performance.
• Interact in a positive way with all team members to ensure an upscale guest experience.
• Handles human relation duties for employees.
• Sees that employee’s complaints, needs are passed on to the General Manager.
• Conducts oriented training programs of Accor Group for employees in a regular basis.
• Ensure rights and welfare for subordinate employees
COMMERCIAL RESPONSIBILITIES
Establishment proposal to the General Manager, the hotel’s Marketing Plan and to ensure that once approved, the contents of which are enforced.
Public Relations of ACCOR and the hotel in the community.
Collaboration with the Director of Sales to elaborate on sales strategies (under GM guidance).
Commercial and Guest (complaints and compliments) correspondences.
Guest reception standards in the lobby and restaurants.
Meet with hotel guests on daily basis.
Ensure that all operational departments are maximizing revenue and profit potentials while minimizing costs.
Manage performance issues that arise within budget guidelines, as well as gather and report financial information to General Manager.
To champion Trip Advisor review and ranking along with voice of the guest platform.