Hospitality Operations Manager at Peniel Apartments

ROLE: Operations Manager

The Operations Manager is responsible for ensuring quality standards throughout the various departments and ensuring guests have an excellent experience. This role is responsible for overseeing accommodation, food and beverage, reception, conference and banqueting as well as Facility and all other operational units. The role bearer will be working collaboratively with multiple units to ensure seamless day-to-day operational running of Peniel Apartments.

REPORTING LINE: EXECUTIVE DIRECTOR.        

RESPONSIBILITIES:

• Ensure that each department delivers a consistently high standard of guest service.
• Carry out regular inspections of all departments particularly Facility, Kitchen, Food and Beverage and Front Office in the areas of guest service delivery, cleanliness, presentation, service delivery, employee presentation and grooming.
• Collaborating with unit supervisors to reduce guest complaints by 70% in the areas of Kitchen, F&B, Apartment quality and Guest service.
• Coordination of apartment standardization efforts alongside Projects Officer, Facility Supervisor and Interiors Officer.
• Reporting apartment defects with facilities and furniture to Facilities, Business Mgr., GRO and Executive Office as necessary.
• Submission of all periodic reports, such as goal progress reports and presentations as necessary
• Maintain effective cost control in all departments and reduce waste across Facility, Kitchen, and Food and Beverage.
• Plan and direct the daily operations including quality, standards, cleanliness of guest and staff areas, and guest satisfaction.
• Work alongside all Supervisors to ensure the smooth running of the day- to-day operations.
• Conduct regular meeting with all supervisor to discuss routine operational matters, departmental performance targets and guest feedback.
• Be responsible for maximizing profit through the consistent delivery of the highest standard of service.
• Ensure consistent implementation and review of SOPs throughout all Departments.
• Be responsible for seeing to the resolution of all operational day-to-day queries, complaints or problems that arise.
• Ensures banqueting functions are properly coordinated and food & drinks served are well presented
• Ensure optimal level of service, quality, timeliness and hospitality
• Liaise daily with the Front Office and Guest Relations and Sales Team to forecast business on a weekly basis and plan accordingly.
• Maximize financial opportunities and achieve pro-active up-selling environment throughout the Premises.
• Physical monitoring of company asset movement in and out of the premises
• Ensuring the maintenance of up-to-date records of all company assets
• Ensuring safe storage of unused and used company assets
• Appropriat disposal of written-off company assets as approved by the Executive Director
• Conduct regular Health & Safety audits.
• Promote a positive employee relations culture through effective communication and regular team meetings.
• Ensure that reasonable care is taken for the Health and Safety of yourself, other employees, guests and any other persons on the Apartment premises.
• Other duties as may be assigned to you.