Female Hotel Operations Manager at Venmac Resources Limited

Main function:                

The assistant manager will oversee all aspects of the hotels internal operation.

SPECIFIC DUTIES & ACTIVITIES

Areas of responsibility

• The Assistant manager will provide strategic direction for employees to enhance customer experience and ensure the smooth and profitable running of the hotel. 

Specific duties and activities

Operations

• The job holder will have responsibility to oversee and manage the hotel’s daily affairs in accordance with the hotel’s mission & vision statement, including maximization of financial performance, guest satisfaction and staff development with established quality standards.
• Ensure SOP implementation in all departments and check the same during routine operational checks.
• Utilizes interpersonal and communication skills to lead, influence, and make sound financial/business decision making.
• Achieves the hotel’s profit, customer service and revenue goals by the operation of the hotel.
• Ensure that monthly financial outlooks for rooms, food and beverages, administrative targets are met.
• Coordinating, overseeing and managing all departments and service units as well as working closely with them on a daily basis to ensure the smooth running of the hotel and its operations.
• Ensure that all decisions are made in the best interest of the hotel and management and any other responsibility as may be assigned by the management.
• Oversee the operation of the hotel and ensure the hotel’s profit, customer service and revenue goals are met.
• Any other assigned roles by the management.

Food & Beverage

• Assist the F & B manager with all the oversight functions as it relates to the food and beverage department and its staff.
• Properly assist the f & b manager in ensuring that during functions, banqueting and buffets services, necessary plans are put in place to ensure that adequate plans are been carried out.
• Assist the F & B manager to randomly inspect the stores (F & B / Kitchen) to check the stock in hand (quality, par stock levels, expiry etc).

Front office

• Create roster for front office staff and approve any changes. 
• Create a positive work environment for employees to thrive, communicate with team and set positive review targets.
• Signs off on completed checklist of front office staff at the end of each shift.
• Ensure front office staff have followed up on customer concerns (Sign off on guest request sheet).
• Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results. 
• Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
• Responds to and handles guest problems and complaints.
• Observe service behaviours of employees and provide feedback to individuals and/or managers.
• Functions as the night duty manager, during the high occupancy periods.
• Key contact for guest issues or emergencies Record.
• manage and resolve all guest complaints in a timely manner. 
• Update and analyze guest feedback report. 
• Meet and greet VIP clients and escort them to their rooms where applicable.
• Ensure certain guests (such as disabled people, elderly, children & VIPs) receive personalized service. 
• Assist on the front desk when short staffed or during staff break. 
• Respond to guest enquiries via email and over the phone. 

Technical and Behavioural Competencies

• Self-motivated, and demonstrating huge capacity of being disciplined enough to effectively run the hotel operations.
• Demonstrate a natural inclination to strive towards success.
• Innovative to adapt quickly and effectively to the competitive nature of the hospitality industry.
• Empathetic and supportive, not only to guest but also to staff members.
• A good listener who knows when to take action and provide solutions.

Requirements

• A bachelor’s degree in Hospitality Management, Hotel administration or a related field is preferred.
• Experience: Minimum of 7-10 years’ experience in hotel management both locally or internationally.