______
JOB DESCRIPTION
POSITION Operations Manager (W04/02)
DEPARTMENT Operations
RESPONSIBLE FOR Day to day management of hotel operations
REPORTS TO General Manager ______
PRIMARY OBJECTIVE OF POSITION
Excellent leadership skills to manage the hotel. While reporting to the General Manager, he/she will be in control of the hotel. Under the general guidance of the GM, maximise guest satisfaction and hotel profitability by managing all aspects of the hotel’s operation, and report all sales statistics to the GM. All work is carried out in line with the hotel’s guidelines and business plan, the departmental business plan, and K.M. Warwick Investments Ltd guidelines and service concepts. The role will require strong leadership, creativity, passion and it is essential to be able to work effectively within a dynamic small senior team environment. It is expected that the Operations Manager will be proactive and get involved in all aspects of the hotel operation as and when required. ______
TASKS, DUTIES AND RESPONSIBILITIES
MAXIMISE GUEST SATISFACTION AND PROFITABILITY BY MANAGING THE
HOTEL
· Ensures compliance with specifications of meetings and events orders by working closely with Reservations and Food and Beverage
· Achieves meetings and events revenue goals by developing and implementing marketing and sales strategies together with the Sales and marketing Executive and Head of Accommodation
· Develops and implements marketing and sales strategies by analysing current and potential business in association with the Sales and Marketing Executive
· Establishes conference and banqueting sales goals in conjunction with the Sales and Marketing Executive, and analyses and takes corrective action
· Monitors call productivity and revenue goals by maintaining sales action plans
· Seeks actively to interact with existing, potential and new clients inside and outside the hotel
· If time permits, conducts outside sales calls in co-ordination with the Sales and Marketing Executive
· Solicits and follows up on business referrals and potential sales
· Works pro-actively to minimise complaints from guests; subsequently minimize expenses relating to the “conference guarantee”
· Sets up and maintains filing, trace, and communication systems, and follow-up procedures in line with guidelines provided by the Sales and Marketing Executive
· Prepares reports to develop a more informative data base for improved decision making, and critical evaluation of work activities
· Provides regular reports to Sales and Marketing Executive on sales call activity; keeps current calendar of business booked in high season and a meetings and events monthly report to General Manager
· Maximises guest satisfaction by communicating customer specifications to
Meetings and Events staff, and kitchen
· Reviews and documents guest specifications and suggests alternatives as appropriate
· Informs guests and staff of applicable liquor laws, hotel rules and limitations within policies and guidelines
· Ensures room is set up in accordance with customer specifications by supervising set-up staff and inspecting function rooms prior to events
· Checks rooms comfort, lighting, equipment and temperature
· Initiates purchase orders for specific banquet items when necessary
· Ensures readiness and compliance in case of last minute changes to reservations
· Assures quality of food and beverage products
· Meets required needs of banquet orders by assuring proper inventory of all banquet equipment and supplies
· Achieves profit goals by ensuring that negotiated conference and banqueting rates are in line with hotel profit objectives
· Ensures that prices and portions are offered in accordance with food and beverage profit objectives
· Approves guest charges
· Co-ordinates credit for conference and banqueting guests with the Controller
· Follows-up with guests to determine satisfaction; measures results and establishes strategies to improve the quality of the guest experience
· Initiates purchase orders when necessary
· Monitors present and future trends, practices and systems to ensure that operations are competitive in the market place
· Conducts daily inspections of the conference and banqueting facilities to ensure the facilities and FF&E are kept in the best condition, and recommends preventive maintenance to the maintenance team when needed
· Checks the meetings and events reservations, hotel arrival list, and VIP list to ensure that own staff is aware of VIP guests, and use name when appropriate
· Is proficient in all departmental procedures to be a resource when needed
· Develops menus and associated cost and selling prices
· Audits meetings and events services and quality on a regular basis and develops and implements strategies to improve results
· Plans and co-ordinates in-house activities and package plans with the Sales and Marketing Executive
MANAGING MEETINGS AND EVENTS STAFF
· Manages meetings and events staff
· Utilises leadership skills and motivation to maximise employee productivity and satisfaction
· Challenges employees within department to achieve optimum revenue and service per employee
· Monitors department’s overall service, interaction with other departments, and team work daily, and takes action to improve
LAWS, REGULATIONS AND POLICIES
· Monitors and makes sure staff follows all applicable laws, regulations and policies
HUMAN RESOURCES MANAGEMENT
· Screens, interviews and selects potential employees
· Strives to achieve Garvan O’Doherty Group attrition rates and monitors absentee records alongside Human Resources Manager on a monthly basis
· Checks that staff meets and exceeds guest expectations by training and encouraging staff to provide WOW service
· Identifies training needs, and makes sure staff receives training, including skills training to provide consistent, reliable service
· Identifies employees with potential for promotion and/or transfer and makes appropriate development plans for him or her together with Revenue Manager and Human Resources Manager
· Works closely with the Human Resources Manager on the following Human
Resources related tasks:
- Performance appraisals
- Wage and salary administration
- Compensation and benefits
- Coaching
- Counselling
- Succession and development planning
- Discipline and grievance procedures
EMPLOYEE RELATIONS
· Fosters and develops effective employee relations within department and
throughout the hotel
· Keeps effective internal communication, including daily meetings with all staff to ensure optimum team work and productivity
· Looks for ways to motivate and challenge employees
HEALTH AND SAFETY
· Ensures that all potential and real hazards are reported and reduced immediately
· Fully understands the hotel’s fire, emergency, and bomb procedures
· Ensures that emergency procedures are practised and enforced to provide for the security and safety of guests and employees
· Ensures that employees work in a safe manner that does not harm or injure self or others
· Stimulates and encourages a general awareness of health and safety in tasks and activities carried out within the department
· Selects representatives for the Health & Safety committee and the Responsible Business committee, and ensures monthly attendance
· Follows hotel regulations and adheres to existing laws and regulations
· Anticipates possible and probable hazards and conditions and either corrects them or takes action to prevent them from happening
· Ensures that the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct is maintained by all employees in the department
GENERAL
· Selects and develops strategies to improve guest service, food production
techniques and efficiency
· Prepares conference and banqueting business plan and departmental budget
· Analyses deviation to budget, and takes action as required
· Assists in the development of the food and beverage business plan, by developing strategies to increase sales in the conference and banqueting department
· Attends meetings and training required by the General Manager
· Assists colleagues to perform similar or related jobs when necessary
· Accepts flexible work schedule necessary for uninterrupted service to hotel guests and the hotel’s stakeholders
· Participates in the Duty Management process, actively using the time to network with guests and establish further business potential
· Maintains own working area, materials and company property clean, tidy and in good shape; reports defective materials and equipment to appropriate individual
· Continuously seeks to endeavour and improve the department’s efficient operation, and knowledge of own job function
· Is well updated on, and possesses solid knowledge of the following:
- Hotel fire, bomb and emergency procedures
- Hotel health and safety policies and procedures
- Hotel facilities and nearby sights of interest and importance (i.e. hospitals, stations, tourist sights)
- Hotel standards of operation and departmental procedures
- Current licensing relating to own department
- Accepted methods of payment by the hotel
- Short and long term hotel, as well as Corporate marketing and
promotional programs
- Corporate clients and clients generating high business volume
I have read and fully understand my job role and responsibilities within K.M. WARWICK INVESTMENT LTD
Signed by:
Name: …………………………………………………………………………
Signature: …………………………………………………………………………
Date: …………………………………………………………………………
General Manager
Name: …………………………………………………………………………
Signature: …………………………………………………………………………
Date: …………………………………………………………………………