OPERATIONAL MANAGER JOB DESCRIPTION

Operations Manager is ultimately responsible for the property operations departments such as Food and Beverage Service, Production/kitchen, Front Office, Banqueting, Housekeeping & Health Club. He or She should be an ambassador for the HHG brand. Assessing and analyzing operations department’s budget to find ways to minimize expenses and optimize profits. Provide leadership and strategic planning to all operations departments in support of the property service culture, maximized operations productivity and guest satisfaction. Work Very closely with the general manager and other stake holders. Responsible for managing the property operations departments management team (HOD's) and overall property targets to deliver an excellent Guest experience. Operations Manager would also be required to manage between profitability and guest satisfaction measures. And every activity will be enacted in line with the property and Haile Hospitality Group guidelines and standards. 

Detail Essential Responsibilities and Duties:

Operation Management

• Work closely with the GM and management team/HODs to set and or implement HHG policies, procedures and systems and follow through with implementation.
• Comprehend and Implement business strategies for the property that are aligned with the HHG overall mission, vision, values and strategies.
• Coordinating operational departments such as kitchen, Food and beverage service, banqueting, front office, health club & Spa and housekeeping to foster exchange of ideas and provide cross-team learning opportunities.
• Be accountable for responsibilities of operational department heads and take ownership of all guest complaints.
• Ensure all decisions are made in the best interest of the HHG and the property.
• Observe and monitor managers’ / supervisors’ performance to make sure that the property rules and procedures are being followed.
• Conduct daily guest room inspections & review proficiency of the housekeeping, maintenance and laundry functions to ensure that property standards are met.
• Ensure all operation departments are performing according to the approved budget & Expenditure.
• Conduct daily tour in the operation departments to gather information at first hand and monitor surroundings and decide what needs to be improved in order to be more competent.
• Checks the arrival list, conference guest list, and VIP list and informs appropriate individuals on returning guests, VIP’s and special guests.
• Monitors Front Office activities regarding discounts, billing instructions, and compliance with the property credit policies.
• Ensure that the Food and Beverage activities are aligned with the respective HHG strategy, and that the property actions have been implemented.
• Maintain competitive analysis frequently and gathering data such as banquet kits, room rental rates, etc.
• Ensure all operations department manager/supervisors have yearly, quarterly, monthly and weekly plan and audit its implementation on regular basis and submit the audit report to the General Manager,
• Ensure all standard operating procedures (SOP) are kept and implementing for maximum guest satisfaction.
• Develop and update standard operating procedures (SOP) for every operation departments in the property.
• Ensure food quality, banquet operations decor and housekeeping are met or exceed the customer’s expectations.
• Conduct daily and weekly meeting with marketing people for enquiry and follow-up and conversation to grow up the business
• Be available on call 24 hours a day to resolve any urgent problems on emergency
• Inspecting operations department with their respective managers for cleanliness, ambiance, service readiness, staff grooming and hospitality culture.
• Randomly inspecting the stores to check the stock on hand with F&B manager & chef
• Ensure that the Spa teams adhere to all hotel’s and company operational and service standards.
• Ensure all spa, health club and wellness equipment is maintained in good working order at all times.
• Ensure that spa department follows business conduct and ethics.
• Identify all existing and potential operational problems and propose possible alternative solutions to the General Manager and implement accordingly,
• Provide assistance to operations department managers/ supervisors by performing activities such as departmental SOP implementations, group check in, and check out, during events, developing working procedures etc.
• Assists in developing documentation and implementation of the property policies (procurement, housekeeping, laundry, kitchen and other departmental policies) to be part of the property SOP and assists in updating the manuals to reflect any changes in the operating procedures of the property.
• Hold regular briefings and meetings with all head of operations departments.
• Lead all key property issues including capital projects, customer service and refurbishment.
• Implements and maintains effective open-door communication system that crosses departmental lines in order to reach all employees.
• Create luxury for the senses by enforcing and implementing a seven magnificent service signals (Dress to impress, be Know all, be Prepared, Warm welcome, work clean work tidy, be right first time and Fond farewell).
• Create an environment for employees that are aligned with the company culture (Innovation, Healthy life style, continuous improvement, Abide by the Hospitality Brand Principles, Objective and Professional relationship, Teamwork, Open Door for Everyone and respect) through constant communication and reinforcement.
• Able to perform additional duties as requested by the General Manager as and when required.

Team Building and Management

• Provides guidance and direction to operations department managers, including setting performance standards and monitoring performance.
• Providing timely and constructive feedback to all direct reports as and when required either formally or informally.
• Responsible for staff management, filling of the muster roll, ensuring that staff have uniform and are presentable and is responsible for coaching staff on guest relations in collaboration with HR.
• Responsible and accountable for the selection, coaching, developing and training of all staff which report to directly or indirectly to the operation managers.
• Conducting verbal and written counseling and performance review in timely fashion,
• Inspiring and motivating employees to perform at their best through positive encouragement and incentive initiatives.
• Identifies the developmental needs of operations staffs and provide coaching, mentoring, and also helping them to improve their knowledge or skills.
• Assist in employee appraisals, promotions, compensation and termination based on the performance review.
• Conduct performance appraisal with all managers and supervisors to identify areas of development and training needs.
• Carry out/ensure that on the job training is conducted in regular basis as per the required standards.
• Ensure high degree of professionalism and integrity to the benefit of the operation and the property.
• Assists colleagues to perform similar or related jobs when necessary
• Build strong relationships, foster trust and cooperation among coworkers.
• Delegates as appropriate to develop operations department managers and supervisors to accept responsibility and meet clearly defined goals and objectives.
• Display exceptional leadership by providing a positive work environment, counseling employees as appropriate and demonstrating a dedicated and professional approach to management.
• Advocate sound financial/business decision making, demonstrates honesty, integrity and also leads by example.
• Develops and recommends appropriate training to meet guest and internal needs
• Identifies employees with potential for promotion and/or transfer and makes appropriate development plans for him/her with HR manager.
• Establishes and maintains effective internal communications, including weekly meeting with operations team to ensure optimum team work and productivity.
• Ensure that the highest standards of personal hygiene, dress, and uniform, appearance, body language and conduct of property associates are properly maintained.
• Celebrates successes and publicly recognizes the contributions of team members; ensures associate recognition is taking place on all shifts.
• Work closely with the Human Resources Manager on the following Human Resources related tasks:
• Performance appraisals
• Coaching & training
• Counseling
• Discipline and grievance
• Employee relations
• Employee retention plan
• Employee engagement
• Wage and salary administration
• Compensation and benefits
• Succession planning

Customer Service Management

• Expected to maintain constant contact with the in house guests. Ensure their comfort and work to resolve any issues/complaints as quickly as possible.
• Regularly perform benchmarking exercises, industry research and advice management on new trends and how the property should respond to changing market conditions.
• Serve as a primary point of contact when there are customer issues related to equipment quality, customer service, or accidents and mishaps on site.
• Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complains.
• Responsible for customers’ request, to make them feel at home, and build on-going relationships.
• Anticipate guest needs and respond promptly and accordingly.
• Ensures guest satisfaction by attending to their requests and inquires courteously and efficiently.
• Collect guest feedback regarding their personalized demands and coordinate to provide personalized services, especially for the VIPs.
• Build strong relationship by addressing customer issues and complaints in a timely manner.
• Ensure all dealings with guests at the spa and health club area to meet or exceed the property operating standards.
• Pay attention to the changes in guest’s needs, learn about guest’s feelings about the facilities, conditions, service level of the property, and timely adjust product and service means.
• Ensure proper archives of guest related information is maintained.
• Promoting innovativeness and updating the latest hospitality status globally to the operation departments.
• Engage and adhere in nature care activities to create appealing and conducive service environment for customers.
• Creates an operating environment that assures consistent guest satisfaction.
• Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints.
• Corporate client handling and take part in new client acquisition along with the sales team whenever required.
• Conduct daily guest room inspections & review proficiency of the housekeeping, maintenance and laundry functions to ensure that property standards are met.
• Interacts with guests to obtain feedback on food quality, presentation and service levels.
• Reviews comment cards and online reviews for guest satisfaction results and other data to identify areas of improvement.
• Ensure whether the property staff meets or exceeds guest expectations by training and inspiring staff based on the company’s “Yichalal” unique service and management principle.

Financial Management

• Responsible for the preparation, presentation and subsequent achievement of the property annual Operating Budget, Marketing & Sales Plan and Capital Budget.
• Assessing and analyzing operational department’s budgets to find ways to minimize expenses and optimize profits.
• Monitor and control operational expense according to allotted budget.
• Prepare all necessary forecasts; work closely with reservations and all sales outlets to maximize occupancy and revenue.
• Challenges Front Office team to utilize yield management, occupancy and average room rate to maximize room revenue.
• Prepare up-selling plan and improve sales skills of operational departments.
• Summarize operational department’s annual budget & business plan and submitted to the General Manager.
• Ensure food and Beverage cost is to its minimum level, by developing & implementing different mechanism and techniques.
• Maximize revenues by establishing & achieving revenue & cost control objectives which will meet or exceeds profit goals.
• Participate in financial activities such as the setting of room rates, the establishment of budgets, and the allocation of funds to departments.
• Manage on-going profitability of the property, ensuring revenue and guest satisfaction targets are met and exceeded.
• A strong understanding of P&L statements and the ability to react with impactful strategies.
• Closely monitor the property business reports on a daily basis and take decisions accordingly.
• Ensure that monthly financial outlooks for Rooms, Food & Beverage, Admin & General, on target and accurate.
• Maximizing room yield and property revenue through innovative sales practices and yield management programs.
• Review “Cost of Goods Sold Percentage” for the month and develop a plan to manage the food cost if COGS percentage is exceed the budget.
• Coordinates with the purchasing department for the acquisition of needed goods and services.
• Reconciliation of all invoices, and Government Purchase Credit Card with finance department.

Materials and Facilities Management

• Responsible for the maintenance of the property both internally and externally and to ensure optimal use of the property assets.
• Arrange for equipment purchases and repairs.
• Ensure proper inventories of all operating Spa equipments are conducted in line with audit standards in order to effectively manage operational cost.
• Be fully responsible for the cleaning, maintenance and proper use of each facility, equipment and fixed assets of operational departments, maintain them in good conditions for use and supervise subordinates to properly use and maintain them.
• Participates in the development and administration material and facility maintenance budget; coordinates the allocation of resources and recommends approval of expenditures.
• Inspects facilities to ensure that the property is suitable for safe operations, is maintained in an attractive and clean condition, and to identify necessary repairs to facilities and/or equipment, etc.
• Oversees facility maintenance activities and assigned maintenance personnel for the purpose of ensuring functions are performed efficiently and effectively.
• Ensure that all facilities, equipment, furnishing, service ware, physical inventories and any other physical assets within the operations department are properly accounted for, used, secured and maintained.
• Responsible for ensuring operation departments are secure upon departure and that all lights, equipment, doors, etc. are turned off or locked.
• Establish fixed assets register according to the requirement of the property and coordinate with Finance Department in carrying out annual stock checking.
• Brings major needs for repair to the attention of the General Manager
• Design preventive maintenance and deep cleaning schedule for operations department and follow-up with maintenance and engineering team.

Safety & Security Management 

• Ensure that operations department follows HHG policies and procedures including health, hygiene, emergency and Fire prevention.
• Ensures that all potential and real hazards are reduced immediately.
• Fully understands the property fire, emergency, and bomb procedures.
• Ensures that operations associates works 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.
• Ensures the safety of the people and property within the premises by applying property regulations, adhering to existing laws and regulations.
• Anticipates possible and probable hazards and conditions and corrects them or take action to prevent them from happening.
• Stimulates and encourages a general awareness of health and safety in tasks and activities.
• Maintain a clean, neat and orderly work area according to Kaizen practice/5s along operations department.
• Analyze and create action plan with execution for sanitation program and health inspections across all operations departments.
• To read the property Employee Handbook and have an understanding of and adhere to the resort rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.

Department: Operation Manager Office

Responsible for:    

• Health Club and Spa
• Front Office
• Housekeeping
• Food and beverage service
• Food and beverage production/kitchen
• Banqueting

Reporting to: General Manager/ Corporate Operations Manager 

Key Performance Indicator

• Financial:
• Food Cost %
• Beverage Cost %
• Operating Expense
• Managed Waste
• Operational:
• Guest Satisfaction Rate
• Online Rate
• Feedback Card Summery
• Customer Satisfaction Survey
• Employee Satisfaction Rate

Notes and Disclaiming:

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. All other items not enumerated here are covered by the policies and procedures of the department/resort, the employees’ handbook and the Haile resort code of business conduct. 

Job Requirements

Major Essential Qualifications:

• Degree or diploma hotel management, Business Management or other equivalent qualification
• Minimum of 5 years relevant Management experience in a 3-4 star rated hotel
• Strong F&B and Rooms experience
• Ability to spot and resolve problems efficiently
• Capable of delegating multiple tasks
• Communication and leadership skills
• Working knowledge of various computer software programs (MS Office, Hotel management software skill, POS)
• Team player
• Good physical appearance

How to Apply

Qualified applicants can apply for the advertised positions via email or submit non returnable copy of documents at our corporate office next to Alem Cinema.

Email: career@haileresorts.com

Hot line: 8169