Operations Manager

TN United Kingdom; Mid Suffolk; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated Operations Manager to lead daily operations and ensure top-notch customer service. This hands-on role involves collaborating with various departments to create memorable experiences for guests and visitors. You will be responsible for managing reservations, training staff, and maintaining high standards of service. If you are passionate about hospitality and have a strong track record in customer service, this is an exciting opportunity to make a significant impact in a vibrant environment. Join a team that values excellence and strives to exceed guest expectations at every turn.

Qualifications

• Proven track record in customer service and team leadership.
• Ability to maintain high standards in a fast-paced environment.

Responsibilities

• Manage daily operations ensuring exceptional guest experiences.
• Train and onboard new team members while overseeing team performance.

Skills

Customer Service Excellence

Organizational Skills

Communication Skills

Leadership

Attention to Detail

Problem Solving

Multitasking

Education

Food and Drink Training and Certifications

Tools

Reservation Management Systems

Job description

The Operations Manager is responsible for supporting the Head of Operations in the day-to-day management of the estate’s operations to ensure delivery of exceptional five-star customer services and experiences for every resident, golfer, member and visitor.

This is a hands-on management role covering operational functions including front of house hospitality and food & beverage.

Collaborating with multiple departments, you must have a high level of organisational and communication skills with a proven ability to lead, train and direct others, as well as a meticulous eye for detail.

Reports to: Head of Operations

Key Duties & Responsibilities:

1. You will take pride in ensuring every guest is welcomed warmly onto the resort with the efficient processing of their arrival and departure; you’ll also be proactive in providing information on all aspects of the estate and surrounding area.
2. Maximising revenue opportunities by upselling the array of opportunities across the estate; you and your team will play a part in ensuring our guests enjoy a magical time; you’ll also make the appropriate reservations and pass relevant leads to the Sales team.
3. Ensure all guest folios are settled in line with the company credit policy and follow up with those remaining open to finalise outstanding balances.
4. Manage room, dining and event reservations, ensuring that every detail is meticulously checked and executed from start to finish.
5. Day to day management of operational teams on shift, including deputising in the absence of departmental managers as required.
6. Oversee and manage team rotas, time sheets, cost control and other measures.
7. Maintaining guest confidentiality and security at all times, following GDPR guidelines to enhance our guests’ stay while obtaining and recording accurate information on guest profiles for future stays.
8. Actively following all Trump International, Scotland 5-star standards at each and every interaction with our guests, in person and by phone; leading from the front, making sure your team are following these standards and providing them with immediate feedback, development and coaching.
9. Assisting with the onboarding and training of all new team members to ensure a warm welcome to the team, whilst also holding shift briefings and writing and facilitating training updates across the whole team to ensure that high levels of skills and knowledge are maintained.
10. Participation in additional projects as assigned.
11. Interacting with guests and resolving any concerns they may have promptly and efficiently, always thinking outside the box with a warm, professional and helpful attitude, to exceed their expectations; playing your part in making their stay with us luxurious in every way.

Qualifying Criteria:

1. Currently established in a similar role, you have an outstanding track record of customer service achievements.
2. You take great pride in all that you do, you know your contribution is critical for both our guest experience and your team’s performance; you constantly look for opportunities to enhance the guest experience and drive positive changes within your team.
3. You make sure that you and your team maintain a high standard of personal presentation through very particular grooming, presenting a professional and organised working environment at all times.
4. You have a positive “can do” attitude to solving problems in a professional, timely and courteous manner.
5. Strong team player with excellent oral and written communication skills and an enthusiastic approach; you are well organised and punctual with a keen eye for detail.
6. Ability to multitask independently and as part of the wider team, within a busy, fast-paced, customer-facing environment.
7. Industry relevant food and drink training and certifications.
8. Full, clean, driving licence.

Salary & Benefits

Competitive salary, commensurate with experience.

Note: This job description is not all inclusive and is intended as an outline of the responsibilities and requirements of the role. The role and duties will evolve in line with the needs of the business.