Hotel Operations Manager at The Yacht Hotel

POSITION SUMMARY

• The Operations Manager should have an excellent level of commercial awareness, who can build and maintain relationships with internal and external guests.
• Also responsible for highlighting short/medium/long-term issues and help formulate solutions.
• The Operations Manager is also required to assist in the preparation of the annual budgeting and monthly forecasting processes.

Detailed functions include:

• Plan and direct the hotel main operations including quality, standards, cleanliness, and guest satisfaction.
• Liaise with CEO/HRD to forecast Hotel business on a weekly basis and plan accordingly.
• Support and work with all Head of Departments in all aspects of running the hotel.
• Ensure the premises are in operative condition as per category of the unit to receive & serve the guests.
• Conduct regular operations team meetings with all the HOD daily / weekly to discuss routine operational matters, sales targets, feedbacks and action taken for service recovery, and also any staff issues.
• Ensure SOP implementation in all departments and check the same during routine operational checks.
• Monitor the purchase / indent / requestions of each department, the accounts receivable (collection from debtors) and the accounts payable (payable to the vendors / suppliers etc).
• Randomly inspect the stores (F & B / Kitchen) to check the stock in hand (quality, par stock levels, expiry etc) with the F & B Manager & Chef.
• Deal with Suppliers / Vendors for quality products involving Procurement Manager and providing performance assessment of vendors every quarter.
• Ensure consistent implementation and reviews of SOPs throughout all department.
• Inspect all department with their respective Manager's for cleanliness, guest service delivery, ambience, staff grooming & hospitality culture.
• Monitor the co-ordination between all departments for smooth & efficient operations.
• Assess and review customer satisfaction and service recovery process. Meet all dept. heads to review & train the staff to upkeep the human capital. Identify staff learning needs and assisting with development
• Provide timely and constructive feedback to all direct reports as and when required either formally or informally.
• Carry out duty management shifts as required.
• Promote a positive employee relations culture through effective communication and regular team meeting.
• Conduct weekly / Daily meeting with marketing people for enquiry & follow up & conversion to grow up the business.
• Monitor and maintain operation & overhead cost in order to maintain maximum revenue to the organisation.
• Be available on call 24 hours a day to resolve any urgent problems on emergencies.
• Be responsible for the overall management of the operation of the hotel.