Operations Manager

2 weeks ago

Cape Town, Western Cape, South Africa HotelJobs Full time

Front Office/Operations:

  • To monitor all personnel, specifically Reception, Housekeeping, Night Audit and F&B personnel, to ensure that all guests receive prompt, cordial and efficient attention and service throughout their stay.
  • To provide a quick, efficient and courteous check in and out facilities.
  • To ensure that all incoming and inhouse telephone calls are answered efficiently and courteously.
  • To ensure that all messages and faxes are accurate and delivered timorously and effectively.
  • To ensure that all guest needs are responded to quickly, efficiently and courteously.
  • To ensure that all guest complaints are resolved quickly, efficiently and courteously.
  • To brief all staff at the start of their shift regarding groups, VIP's, special events and banqueting functions and any other pertinent information.
  • To check the arrivals lists and room allocations.
  • On a daily basis ensure that all rates are correctly charged.
  • To inform all other operating departments, particularly Housekeeping, of all Front Office matters that concern them.
  • To ensure the cleanliness, repair and maintenance of all front office operating equipment.
  • To ensure the safekeeping and storage of all guest and hotel property as and when required and that all items are removed from the Duty Manager safe within 24 hours.
  • To ensure that all repair and maintenance problems that need attention are reported to the relevant parties and to ensure the appropriate action is taken.
  • Supports and assists front office personnel with all F/O related tasks as required
  • Supports and assists housekeeping and F&B personnel with their tasks

Administration:

  • To ensure that cash up procedures and shift banking is correct at the end of each shift.
  • Provides input for monthly departmental meetings.
  • Assists in monitoring and controlling, on an ongoing basis, departmental costs to ensure performance against budget.
  • To ensure that all Debtors are checked and accurate and that all relevant documentation is attached before placing accounts on to debtors
  • Ensuring all outstanding debtors are followed up and statements are sent out periodically
  • To assist with the proper control of all house accounts.
  • To provide accounts with the necessary assistance with any queries to ensure solutions to any problems.
  • To assist with the proper control of all refunds and to ensure that explanations are offered for each one.
  • To assist with the proper control of the lost postings account to minimize lost revenue.
  • To assist with the proper control of late checkouts to maximize room revenue.
  • To provide regular feedback to F&B staff regarding discrepancies in outlet prelists / allowances.
  • To conduct float checks on a daily basis.
  • Analysis and approves discounts, upgrades and rebates if necessary.
  • To routinely check billing instructions and guest credit to ensure compliance with the hotels credit policy, check credit limits.

Personnel:

  • To coordinate and prepare staff rosters to ensure adequate coverage in all operation areas according to occupancy.
  • To ensure the maximization of staff performance through the establishment of performance standards, coaching and performance evaluation on an ongoing basis.
  • To assist in the identification of training needs, the development of formal and informal training plans and the implementation of training sessions on an ongoing basis.
  • To conduct onthejob training and maintain a record on a monthly basis
  • To maintain appropriate standards of conduct, uniform and appearance of all front office employees.
To deal with all staff matters relating to misconduct or incapacity timorously

Marketing:

  • Ensuring the hotel's information, specials, rates and events are sent to the client database.
  • Creating advertisements/competitions/specials for the Hotel and sending out to database clients
  • Staying in contact with production teams, tour operators and travel agents so they are constantly aware of the Hotel
  • Assisting with sales: Doing site inspections and presentations
  • Updating the Hotel's website with specials, guest comments and any activities that occur
  • Ensuring social media marketing is up to date

Procurement/Stock:

  • Purchasing the best quality at the best prices.
  • Placing all orders for hotel on a weekly basis or as needed.
  • Receiving and checking all stock when it is delivered and issuing it into stores with correct procedures
  • Doing monthly linen, towel, bar, food, equipment and room stock counts.
  • Completing order sheets for ordering
  • Doing price comparisons every 46 Months on suppliers

Housekeeping Management:

  • To ensure proper procedures are followed by the executive housekeeper and her staff according to 4star standards
  • Providing the best level of cleanliness
  • Doing linen and towel stock on a monthly basis
  • Ensuring all linen is in top shape according to standards
  • Comparing statements to invoices and ensuring we don't lose revenue
  • Pr

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