Hotel Operations Manager

Job Specification

Reporting To: General Manager

Direct Reports:Food & Beverage Director, Duty Managers, Reception, Executive Chef, Housekeeping Manager

Job Summary: Overall day to day control of hotel operations with emphasis on Reception to provide the highest level of guest service.

Achieved by providing leadership to the team to maximize both top line revenue and bottom line profitability while continually enforcing company policies, directives and all health and safety aspects of the hotel.

Leadership:

Using pre-determined objectives to coach both direct reports and line staff in the delivery of exceptional service.

a) Understand and ensure improvement of external audit scores

b) Train team to utilize results of external audits to work towards maintaining or improvement of scores

c) Carry out Duty Management shifts as required

d) Conduct regular operational meetings with respective departmental leadership to discuss operational matters including guest feedback, service recovery, operational controls, sales targets and employee relations. Minutes and agenda to be given to GM.

e) Follow review process with direct reports to develop positive development culture

f) Provide timely and constructive feedback to all reports as and when required in either formally or informally

g) Understand and support company policies and process regarding employee relations issues. Understand and maintain confidentiality, proper reporting and documentation to support

h) Be available on call to assist in the resolution of urgent problems or emergencies

Controls:

To ensure maximization of profit margins through incremental conversion

a) Hotel cleanliness standards maintained within all areas

b) Routine internal audits and inspections including but not limited to food, chemical and linen stores

c) Develop, implement and inspect departmental S.O.P.s to ensure delivery of both service, controls and profitability

d) Review customer satisfaction and service recovery models to drive increased customer satisfaction

e) Inspect all department for service readiness, staff grooming and hospitality culture

f) Direct responsibility for all operational departments’ schedules and reflective payroll cost in line with budget expectations

g) Monitor and maintain operational cost and overhead cost margins to maximize conversion

Revenue:

To deliver top line sales uplift

a) Assist with production and continued improvement of hotel’s sales and marketing plan in conjunction with yearly budget

b) Train a pro-active approach within the team regarding sales and revenue uplift

c) Seek out new or under-utilized areas of revenue stream which can be captured through direct or indirect intervention

d) Utilize flexibility and maximize available resources to deliver uplift

Team:

Development of both direct and line team members through consistent direction

a) Ensure relevant and suitable training plans are implemented and driven with measurable results

b) Support HOD’s in both their own department and integration of their departments into overall operation of the hotel

c) Review, train and maintain empowerment guidelines for service recovery with team by using feedback from both guests and team to improve responses

d) Provide guidance and feedback to direct reports regarding review process for line team members

e) Identify individual staff learning needs and assist in formulation of personal development plan

Health & Safety

a) To monitor hotel security at all times

b) To be conversant with all hotel H&S policies and train team on their implementation

c) Ensure all statutory reporting, audits and inspections are completed on time with correct documentation

d) Overall responsibility for training and refreshment training on all statutory requirements ie. Fire, cosh, manual handling

e) Carry out routine inspections with assistance as required when necessary for internal reporting

Other

a) Continue personal development to stretch targets and objectives

b) Attend meetings or training courses as required

c) Any other reasonable duties as requested by senior leadership including General Manager and Directors

Job Type: Full-time

Salary: From £30,000.00 per year

Benefits:

• Company events
• Discounted or free food
• Employee discount
• Free parking
• On-site gym
• On-site parking

Ability to commute/relocate:

• Winchester: reliably commute or plan to relocate before starting work (required)

Experience:

• Hotel Management: 5 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person