Operations Manager at Whispering Palms Resort

Scope and General Purpose:

To manage the operations in such a manner that customer satisfaction and budgeted profit margins are achieved and that a good company image is projected, thus ensuring continued growth.

Responsible to:

Chairman/CEO

Liaises with:

• Heads of Department
• Accountant
• Personnel & Training Manager
• Purchasing Department
• Sales Executives

Main Duties:

• To ensure the efficient management of all districts.
• To ensure that each district contributes the agreed budgeted profits.
• To provide effective leadership through professional man-management and encouragement of subordinates.
• To carry out regular, meaningful performance appraisals conducted in such a manner that effective, open, two-way communication is maintained.
• To follow up and ensure that the agreed action and developmental plans identified at these appraisals are being effected.
• To carry out monthly performance reviews, coach and direct activities to achieve desired performance.
• To draw up, in conjunction with the Personnel Manager, meaningful succession and career plans for all management staff.
• To monitor progress of agreed succession and career plans and ensure that these are adhered to.
• To ensure that district managers are conducting regular performance appraisals and drawing up appropriate action and developmental training plans for their subordinate managers, using job descriptions as a guide.
• To ensure that the company's objective relating to labour turnover is achieved or bettered.
• To ensure that subordinates are totally conversant with and practising good industrial relations procedures.
• To ensure that subordinates are totally conversant with and implementing all company policies and procedures.
• To review and analyze monthly results, highlight problem areas and take appropriate action to rectify poor performance.
• To ensure that all financial targets are being achieved, e.g. through purchase discounts, debt collection, etc.
•  To compile and agree meaningful, achievable budgets through accurate research and application of in-depth knowledge of the industry.
• To make recommendations for salary increases for subordinate staff, basing these recommendations on objective performance reviews and market-related equivalent positions.
• To stay "close to the customer" and maintain effective communication with him at all times through a planned programme of formal meetings and entertainment.
• To ensure that complaints or problems are actioned without delay and that effective follow-up action takes place to avoid a recurrence.
• To ensure that the company's training objectives are achieved.
• To attend all company social and promotional functions, maintaining a high profile with current and prospective clients.
• To be aware of current trends in the industry and make suggestions how these could be implemented for the benefit of the company.
• To attend meetings and training courses as required and continually strive for the improvement of won professional skills.
• To liaise and work closely with sales executives to ensure that realistic, achievable proposals are submitted.
• To maintain effective working relationships with line and staff functions to ensure the efficient opening of new contracts.

QUALIFICATION:

• Proficient in English (verbal & written) essential
• OND/ HND/ diploma in hotel management or equivalent preferred
• Minimum 3 years experience
• Proven training skills
• Experience with Hotel Property Management System, Micros-Fidelio desirable
• Proactive with a meticulous eye for detail
• Strong organizational, managerial  and communication skills
• Able to convey information and ideas clearly
• Ability to evaluate and select among alternative courses of action quickly and accurately
• Must be a team leader
• Work well in stressful, high-pressure situations
• Effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and Guest
• Must be able to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work well with limited supervision
• At least three years’ experience in hotel and hospitality industry