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Hotel Operations Manager

Waterford, Full Time

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We are actively recruiting for a Operations Manager 4* Hotel

Guest Relations:

To greet guests in a-warm, friendly and courteous fashion and tend to them in a professional manner.
To always provide a friendly and courteous service.
To communicate hotel services to guests in a warm and friendly manner.
To answer the telephone and take reservations per Company standard. To handle any guest complaints in a professional and prompt manner, ensuring guest satisfaction is achieved.
Follow through on guest relations from check in to departure.
Give the guest your full attention and a warm smile.
Ensure you use eye contact with the guest who is waiting, let them know you are aware of their presence.
Always be aware of people passing, approaching and leaving the desk. Look up, not down!
Teamwork
To develop a strong working relationship with all colleagues in your department and all other departments.
To aid a fellow colleague in the spirit of teamwork.
To lead by example and to display passion & optimism.
To ensure clear lines of communication between all related departments. To balance team and individual responsibilities and to provide support as required to fellow colleagues.

Service Delivery & Preparation

To ensure the smooth running of all departments, ensuring the highest levels of guest service and guest satisfaction.
To have a thorough knowledge and understanding of all standards and delivery of same within each department.
To plan your shift schedule. Ensure a detailed and full handover is communicated to you. Ensure all team members are aware of their responsibilities. To liaise with all heads of department to ensure the smooth running of each area.
To be aware and analyse all forth coming business on a regular basis and be aware of all daily and future business requirements.
To be aware of department budgets and assist department managers in the achievement of their budget.
To assist in the control of payroll costs in all departments, ensuring that staffing levels are in line with budget.
Ensuring all department managers are fully conversant with all hotel facilities and that they take advantage of selling opportunities to maximise guest spend in the food and beverage outlets.
To ensure department managers carry out training with all team members. To monitor the arrival’s list, be aware of impending VIP arrivals at all times and inform the General Manager of same.
To liaise with the Front Office on the organisation of all group luggage.
To liaise with all Group and Conference Organisers to ensure the maintenance of professional and efficient service at all times during their time in The Park Hotel Dungarvan.
To have thorough understanding of food and beverage production and preparation, to be fully familiar with all Hotel menus and to be vigilantly attentive to service details and product quality.
Be aware of the current hotel business and guest requirements.
To ensure that dishes leaving the kitchen as to the appropriate Hotel standards and prepared in a timely fashion.
To adhere to all stock control policies in the hotel. To participate in weekly and monthly stock takes if requested.
To co-ordinate effectively with the kitchen through regular contact before and during service.
To be constantly aware of what is going on in the hotel and plan with local Garadi, where necessary, for parking arrangements.
To update Management Report, Book at the end of each shift- A full shift handover
Communicate any relevant information to departments.
Ensure that each department is presentable to give the impression of professionalism.
To have a thorough understanding of all requirements when checking in a guest. Confirm booking, length of stay, package etc,
Ensure all reservations are accepted, recorded and confirmed in accordance with Company policy and in an efficient and courteous manner.
To conduct the rooming of guests and to assist with checking rooms as required, i.e. in the event of unplanned absences, large group check in etc.
To ensure that hotel standards are adhered to, implemented and achieved in each department.
Liaise with managers in each department to ensure smooth service and guest satisfaction and undertake the role of lobby host when required.
To be aware and analyse all forth coming business on a regular basis and be aware of all daily and future business requirements.
To attend daily and weekly operations meetings.
Cash Handling
To carry out cash handling procedures in accordance with Company policy.
Ensure billing is carried out accurately and that payments and signatures are obtained.
You may be held liable for payment in the event of the guest suffering financial loss due to monies short, lost or stolen due to negligence.
To participate in cash handling training (a procedures document will be issued to you to review and sign).
General
To have thorough knowledge of Company policies and procedures as detailed in the Employee Handbook.
Deal with lost property according to Company policy.
Carry out responsibilities in accordance with the Company policies and current legislation.
To ensure that weekly rosters are submitted on Alkimii time management system and to HR in an accurate and timely fashion. To ensure that all payroll procedures are adhered
To ensure departmental compliance with HR policies and procedures.
To follow Company procedure for grievance and disciplinary and to complete and record required documentation.
To report for duty on time as per your roster.
To wear clean, relevant uniform including safety shoes (if applicable) and name badge at all times.
To ensure a high standard of personal hygiene and grooming.
To actively participate in all training & personnel exercises designed to improve standards and performance levels.
To comply equal opportunities and other HR policies in order to maintain a positive working environment for you and your colleagues.
To participate in regular performance and personal development reviews.
To attend and have input in any staff meetings and events.
To willingly carry out reasonable requests, which could not be the normal day to-day requirement made by your manager.
To work according to your scheduled roster based on business levels. From time to time it may happen, with reasonable notice that you transfer to sister properties pending roster needs.
To embrace and accept the introduction of new technology and the many benefits it brings.
To be responsible for the safe keeping of all keys.
Health & Safety
To fulfil your obligations under the Health, Safety and Welfare at Work Act 1989 (updated 2005) and any revisions or additional legislation made thereto.
To ensure that reasonable care is taken for the Health & Safety of you, other employees, guests and any other persons on the premises.
To keep work area tidy and safe and report any hazard, accident, loss or damage to management.
To take care of all equipment and to prevent breakages.
To play an active role in the daily up- keeping (maintenance) of all areas, lighting, general housekeeping and up- keeping of equipment.
To be aware of trained first-aid personnel on the premises and the location of the first aid box.
To observe all safety rules and procedures, including those laid down in the Health & Safety Statement for your place of work.
To participate in fire and accident/any other safety drills as directed by the Hotel Safety Officer and/or your manager.
To inform management immediately in the event that you are personally involved in any accident or incident on the hotel grounds or if you are witness to an accident or incident involving a third party, e.g. colleague, guest or visiting agent.

Note:

The above is not intended to be an exhaustive list and you will be expected to comply with any reasonable requests or duties directed by management.
I hereby acknowledge that I have read my job description and fully understand the duties and responsibilities attached to this work. I also undertake to comply with the working requirements of this post.

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Hotel Operations Manager

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