Hotel Operations Manager

Key Responsibilities & Missions

Fully responsible for all aspects of Front Office (including hotel Duty Manager’s), Housekeeping, Guest Services and Food and Beverage, working with all Heads of Department (HOD).

Operational Excellence

• Accountable for DQA performance metric in line with KPI target set
• Accountable for ASR enrolments initiative and performance in line with KPI targets set
• Lead and manage weekly product review walk arounds with Head HK and Maintenance Manager and report back weekly to the GM on findings and remedial action plans
• Lead the weekly operations team meeting with the HOD daily / weekly to discuss routine operational matters per department, guest feedback and action taken for service recovery, VIP arrivals, Group arrivals and any event planning
• Actively participate and help plan the Quarterly team coms meetings
• Weekly inspections of the floors and bedrooms to ensure service, cleanliness, health and safety and security standards are being maintained. Weekly report to be sent to the GM
• Manage service recovery, and any staff issues. Feedback to GM on resolution or engage for advice or intervention where necessary
• Dealing with suppliers / vendors involving Heads of Department and reviewing performance assessment of vendors
• Oversee food and beverage operations: ensuring high standards and efficient operations.
• Inspecting and creating all relevant departments SOPs for implementation and signing
• Inspecting all departments with their respective manager's for cleanliness, ambience, service readiness, staff grooming and hospitality culture
• Assessing and reviewing customer satisfaction and service recovery process, as well at results. Responsible for coordinating the responding to guest complaints and all online reviews
• Identifying staff training and learning needs and assisting with development plans. Quarterly feedback to GM of plans and progress
• Conduct annual appraisals, coaching and training for HODs to implement the targets for team members
• Providing timely and constructive feedback to all direct reports as and when required either formally or informally

Financial Excellence

• Manage payroll costs and headcounts in line with set budgets
• Work with the General Manager with any capital expenditure projects (capex), including hotel refurbishment and implement changes within hotel to upgrade to standards
• Work closely with the GM and Finance with regards to annual budgets, forecasting and ongoing planning for the hotel
• Attend revenue meetings to ensure all revenue opportunities are maximised and conversion to grow the business. Conduct show rounds of the hotel when required
• Monitor and maintain operation and overhead costs to maintain maximum profit to the hotel
• Track and challenge key cost lines associated with each department
• Accountable for Front Office, Food & Beverage, Guest Services’ and Housekeeping performance in management process for audit control and conducting regular checks to ensure compliance and adapt as needed

Future Growth

• Explore and execute new projects to further enhance guest experience and lead implementation of these projects
• Implement initiatives to future proof the FOH operations
• Work with the sales team to keep up to date of commercial decisions that may affect operations of the hotel, as well as room rates, RFP’s and VIP’s. Co-host and assist with sales events in the hotel

Sustainability

• Working with the hotel Duty Manager’s to ensure the security and health and safety of all guests, visitors and staff in the hotel and ensuring all accident and incidents forms are fully completed and uploaded into the Compliance Centre
• Co-host the monthly Health and Safety meetings ensuring maximum attendance and hosting the monthly Green Meeting to minimum environmental impact from the hotel. All meeting minutes to be forwarded to the GM

Other

• Responsible for the overall management of the operation of the hotel and represent the GM in their absence
• Any other duties as assigned

Physical Requirements/ Other

• Able to lift small weights up to 10kg
• Able to stand up for prolonged times
• Able to travel between properties if requested by management

Qualification & Experience

• At least two years spent as senior manager in a four-star hotel or above or serviced apartment hotel / residence
• University or college degree in hospitality or business management

Attributes / Competencies

• Good organizational skills
• Effective communication skills in written and spoken English and ability to act at pace
• Cash and Key handling experience
• Knowledge of Property Management Systems (PMS)
• Strong knowledge of relevant health & safety and employment legislation e.g. right to work, workplace health & safety
• Immaculate standards of personal presentation
• Proven standards of customer service
• Ability to act on your own initiative and think ahead to exceed expectations
• Creativity and confidence to find solutions to everyday challenges

HR/ Training/ Health & Safety

• Attends internal and external training as required
• Is prepared to become a designated first aider if required
• Maintains familiarity with emergency and evacuation procedures
• Ensure that the Duty Management team are inducted and trained in all necessary policies and procedures, particularly in health & safety and security
• Ensures that all relevant training is recorded and that records are sent to the HR department as requested

Other

• Comes to the assistance of colleagues as and when required
• Follows good environmental practices, including turning off lights and equipment and minimising waste
• Is flexible and adaptable to cover shifts at short notice in the event of holidays and sickness
• Is willing to travel between properties in the UK and abroad if required to attend meetings and training courses
• Any other requests which may be reasonably expected within the role

Key Relationships

• Front Office, Concierge, Housekeeping and Maintenance teams, Food and Beverage departments
• Property Management team
• Corporate office team
• Key Europe/Singapore colleagues
• Central Reservations Team
• Singha Executives