Operations Manager at Domeo Resources International (DRI)

Job Summary

• The Operations Manager at the Hotel is responsible for ensuring smooth day-to-day operations of all departments, maintaining high standards of service delivery, and driving efficiency across the hotel.
• This role involves supervising staff, managing budgets, improving operational processes, and ensuring guest satisfaction.
• The Operations Manager plays a key role in supporting the General Manager in achieving the hotel’s overall goals and objectives.

Role Responsibilities
Operational Leadership

• Oversee the daily operations of all departments to ensure efficiency and service excellence.
• Implement, and monitor the hotel’s standard operating procedures (SOPs) for all operational departments.
• Collaborate with department heads to ensure departmental goals align with overall hotel objectives.
• Monitor and evaluate staff performance, providing guidance and support to improve productivity.
• Ensure compliance with health, safety, and hygiene standards across all areas of the hotel.

Guest Experience Management:

• Ensure the delivery of exceptional guest experiences by maintaining high standards of customer service.
• Handle escalated guest complaints and resolve issues promptly to ensure guest satisfaction.
• Review guest feedback from surveys, online reviews, and other sources to identify areas for improvement.
• Implement initiatives to enhance guest loyalty and retention.

Financial and Budget Management:

• Assist the General Manager in preparing and managing operational budgets.
• Monitor departmental expenses to ensure cost efficiency and adherence to budgets.
• Analyze financial performance and identify areas to improve profitability.
• Negotiate contracts with vendors and suppliers to secure cost-effective agreements.

Staff Management and Training:

• Supervise, mentor, and motivate department heads and staff to achieve their performance targets.
• Coordinate recruitment, onboarding, and training programs for operational staff.
• Ensure all employees comply with company policies, standards, and regulatory requirements.
• Promote a culture of teamwork, innovation, and continuous improvement among staff.

Process Improvement and Efficiency:

• Identify inefficiencies in hotel operations and implement strategies for improvement.
• Conduct regular inspections of all areas of the hotel to ensure compliance with quality and safety standards.
• Leverage technology and automation to enhance operational efficiency and service delivery.

Reporting and Communication:

• Prepare and present operational reports, including revenue, occupancy, and service metrics, to the General Manager.
• Act as a liaison between staff and senior management to ensure smooth communication.
• Maintain strong relationships with external partners, vendors, and stakeholders.

Qualifications

• Education and Certifications
• Bachelor’s degree in Hospitality Management, Business Administration or a related field
• Professional certifications in hotel management or operations are an advantage

Experience:

• Minimum of 7 years experience in hotel operations, with at least 3 years in a management role
• Proven track record of managing diverse teams and delivering operational excellence in a luxury or boutique hotel
• Competences/Skills

Skills:
Leadership and People Management

• Ability to lead, motivate and develop a team to achieve high performance

Operational Expertise:

• Strong understanding of hotel operations, including front office, housekeeping, food and beverage, and maintenance

Customer Service:

• Exceptional problem-solving and conflict resolution skills to handle guest concerns

Financial Acumen:

• Proficiency in budgeting, financial analysis and cost control

Analytical and Strategic Thinking:

• Ability to analyze data, identify trends and make data-driven decisions

Communication Skills:

• Strong verbal and written communication skills, with the ability to interact effectively with guests, staff and stakeholders

Technical Proficiency:

• Familiarity with property management systems (PMS), point-of-sale (POS) systems and other hotel management software.