Operations Manager at Ibis

Reports to: The General Manager

Job Description

• Assists the Hotel General Manager in implementing the brand and hotel strategy, in order to meet targets for quality of service, attitude and profitability for the Rooms Division and Food & Beverage departments.
• Is responsible for providing innovation and renewal in the hotel's service offer, with particular focus on meetings and events.

Main Responsibilities
Customer Relations:

• Creates a relationship with the guest throughout their stay, by being readily available and coming up with a solution to all their needs, thus gaining their loyalty
• Handles any complaints by finding suitable solutions.
• Convey the brand’s spirit among the guests
• Ensure a flexible organisation so as to provide solutions adapted to the needs of the guests.

Professional Techniques / Production:

• Coordinate and organise the services available to guests on a daily basis.
• Take responsibility for the Accommodation, and Restaurant services on offer through the implementation of service standards.
• Ensures that sub-contractor agreements are aligned with the quality and profitability targets under his responsibility.
• 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.
• Ensure standard operating procedures are implemented in all departments and check the same during routine operational checks. Guidance to be taken wherever required.
• Monitor the purchase / indent / requisitions of each department in line with the budget and standards
• Randomly inspecting the stores (F & B / Kitchen) - quality, par stock levels, expiry etc are in line with HACCP standards.
• Inspecting all department with their respective Manager's for cleanliness, ambience, service readiness, staff grooming & hospitality culture and ensures these principles are passed on by employees, between each other and to guests.
• Monitor the co-ordination between all departments for smooth & efficient operations.
• Assessing and reviewing customer satisfaction and service recovery process.
• Providing timely and constructive feedback to all direct reports as and when required either formally or informally.
• Working with Front Office on ALL targets and contributions LCAH

Commercial / Sales:

• Instils a sales mind set to employees through continuous stimulation (upselling, incentives, challenges...)

Hygiene / Personal safety / Environment:

• Ensures the due application of rules and regulations concerning health and safety.
• Ensures respect of the hotel's commitments to the "Environment Charter"

Skills / Qualities:

• Commitment to service/ customer orientated.
• Team spirit.
• Leadership skills.
• Analytical mind/capable of seeing the big picture.
• Good administrative skills
• Organised
• Determined
• Adaptable.

Note: This job description is not exhaustive and will evolve as the hotel’s organisational needs changes.

Profile
Education / Professional Experience:

• Degree / Master's or equivalent (from university or a specialised sales, hospitality or food & beverage school) or operational experience.
• 8 to10 years work experience in the hospitality, F&B, tourism, leisure or health sectors, working for a large volume business unit.
• Fluent in English (and national language), 3rd language a plus.
• Confirmed experience as a manager.
• Previous experience in a multi-cultural environment is essential.