Hotel Operations Manager at Venmac Resources Limited

Main function:

The Operations manager will oversee all aspects of the hotel internal operation.

Reports Directly to: GM (General Manager) 

Areas of responsibility 

The Operations 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 

House keeping

• Oversee the supervision of the housekeeping operation and ensure all service standards are followed with friendly and engaging service. 
• Randomly inspect vacant rooms to ensure standards are met at all times bearing in mind Meethaq’s core values of excellent service.
• Work with the house keeping manager to ensure rooms are properly inspected before guest check-in. 
• Ensure there is a daily report on the activities of housekeeping.

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 S.O.P 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 General manager.

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. 
• Responds to and handle guest problems and complaints as it pertains to Operations. 
• Observe service behaviours of employees and provide feedback to managers/heads of department as it applies. 
• 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. 
• Respond to guest enquiries via email and over the phone. 

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 e.t.c).