** Operations Manager 4* Hotel*

**Must have hotel experience**

To support the General Manager in the effective running of the Hotel and to deputise for him as necessary.

Be a Leader  and Role Model to the Heads Of Department and Assistant Management Team

Have a standards focus. Use training, team briefings and other methods to drive improvements to the product and customer service in all areas of the hotel and in particular customer service.

 

 

MAIN RESPONSIBILITIES

General

To support to the General Manager

To act as a supporting/consultative role to Financial Control, Maintenance, Sales & Marketing, Leisure Club, Human Resources

To report for duty on time and well presented

To carry out duty Management shifts as required

To adhere to company accounting standards

To remain familiar with the operation of the Opera and Symphony computer systems

To ensure company communication systems are in place

To ensure and maintain security of cash, credit cards and floats

To attend management meetings

To provide management information as required

To report accidents in accordance with company procedure

To ensure all maintenance requirements are handled in accordance with company procedures

To implement company procedure in the event of fire or emergency

To implement and maintain hygiene standards as set out by the Company

To adhere to company Health and Safety policy and current Health and Safety legislation

To take responsibility for all Health and Safety matters

To take part in company internal and external training as required

To carry out any reasonable requests by Management

 

Profitability

To be responsible for the implementation of the hotels budgets in the absence of the General Manager

To assist HODs in the control of their wage budget through effective planning of the weekly rosters

Profitable operation, so as to produce a return on capital employed as per budget

Achieving monthly targets through a planned approach

To assist with planning and managing the sales and marketing functions to achieve annual growth to target and within budget

Developing policies and procedures to support high standards of customer care and profitability

To implement and adhere to stock control procedures in your department and achieve food GP 68%, Beverage GP 69%

To control the wage budget for the department through effective planning of the weekly roster and ensure Hotel wage to revenue are in line with budget and forecast. Ensure the Heads of Department fulfil their responsibilities in managing rosters to ensure the wage process operate smoothly.

Standards

To ensure customer needs are anticipated and satisfied to the high standards

To promote a helpful and professional image to guest

To develop, maintain and implement appropriate policies and procedure to support high standards of customer service and anticipation of guest needs

To handle guest complaints in a professional and helpful manner

 

Staff

Leadership and motivation of departmental and hotel staff to the General Manager

Leading, motivating, empowering and training of staff, so as to develop teamwork in achieving monthly performance targets for revenue and profitability, and in achieving 4* service to customers.

To have Senior Management responsibility and authority under the direction of the General Manager for the key area of sales and marketing, as the principal determinant of profitability

 

To develop and maintain a team structure in the department

To work as part of a team within the management structure

To develop, implement and maintain and adhere to Standards of Procedures Manuals for your areas of responsibility

To develop, maintain and implement appropriate recorded training for your department including departmental induction and SOP

To carry out team meetings with all your teams as required

To support HODs in developing, maintaining and implementing appropriate recorded training for your department including departmental induction

To motivate staff and develop their ability to anticipate customer needs

To promote & assist the implementation of appropriate initiatives to maximise staff morale i.e. staff committee, upsell initiatives

Implementing human resources policies in all aspects in accordance with budget – staffing levels, recruitment, grievance procedures, discipline, performance appraisal, departmental restructure, communication and reward

Management of department, including Conservatory, Woodlands, Kitchen, Front desk, Accommodation Services, reservations and banqueting sales and Leisure Centre having hotel wide responsibility for quality, service, presentation and customer care