Operations Manager

Role: Operations Manager

Reporting to: General Manager

Job descriptions: -

1. The Operations Manager is responsible for assisting with the planning and managing of the operations of the hotel to achieve guest's satisfaction and quality service while meeting/exceeding financial goals.
2. To plan coordinate and execute the activities of Front Office, Housekeeping, Food and Beverage, Security and Spa to ensure adherence to the standards, policies and procedures.
3. Assist the General Manager as per his instructions and task assigned as per the hotel policy.
4. Oversee the operations functions of the hotel and ensure highest rating on guest experience (at the hotel as well as on all online feedback portals)
5. Regular briefings and meetings with all head of departments to keep track of their performance.
6. Ensure complete compliance to Hotel operating controls, SOPs, policies, procedures and service standards.
7. Coordinate and ensure hotel upkeep, beautification, repair & infrastructure related task are completed on time.
8. Coordinate & execute daily / weekly / monthly rostering of HODs and MODs shifts / PR duties / BF duties and evening guest engagement plan alongwith HODs.
9. Directly responsible for activity / revenue and guest arrival experience and SPA operations.
10. Educate and promote, Audit and rectify, all brand standards across for Front Office / Food & Beverage / Housekeeping / Spa and Security.
11. Coordinate, execute and ensure all mandatory audits are cleared as per the company defined standards.
12. Prepare weekly / monthly reports on training / brand standards / guest survey score and present to the General Manager.
13. Plan and coordinate all audits - Hygiene / Safety and brand standards.
14. Handling complaints, and oversee the service recovery procedures. Meeting majority of guests during their stay at the hotel.
15. A strong understanding of P&L statements and the ability to react with impactful strategies.
16. Closely monitor the hotels business reports on a daily basis and take decisions accordingly.
17. Ensure that monthly financial outlooks for Rooms, Food & Beverage, Admin & General, on target and accurate.
18. Coordination with HOD's for the execution of all activities and functions.
19. Be accountable for responsibilities of department heads and take ownership of all guest complaints.
20. Respond to audits to ensure continual improvement is achieved.
21. Assisting in residential sales and F&B sales as and when required and development with strong sales prospects.
22. Development of new experiences F&B, dining concepts for small and big scale Events.
23. Responsible for safeguarding the quality of operations.