Operations Manager
1 week ago
Orion Hotels & Resorts (South Africa) (Pty) Ltd seeks a suitably qualified and experienced Operations Manager to manage its current Hotels portfolio.
The Hotel Operations Manager is responsible for overseeing all aspects of hotel operations to ensure exceptional guest service and efficient management of daily activities at all our hotels, located across the country.
This role requires strong leadership abilities, exceptional communication skills, and a deep understanding of hotel operations and guest satisfaction.Key Responsibilities:
Operational Management:
Oversee and manage the day-to-day operations of each hotel in the current portfolio in order to ensure seamless functioning.
Develop and implement operational strategies and procedures to ensure efficient flow of all hotel services and departments (front desk, housekeeping, restaurants, maintenance, etc.).Monitor and evaluate performance metrics regularly to identify areas for improvement and implement necessary changes.
Lead and motivate the hotel staff and management, providing guidance and support to ensure smooth operations.Ensure compliance with hotel standards, policies, and procedures, as well as health and safety regulations and ensure consistency across all hotels in the current portfolioDevelop and implement operational policies and procedures to enhance efficiency and productivity.
Guest Experience:
Collaborate with various departments to create and maintain exceptional guest experiences, constantly seeking ways to exceed guest expectations.
In collaboration with the respective Hotel General Manager, handle all guest complaints and resolve issues promptly and effectively, ensuring guest satisfaction and upholding our brand promise.
Monitor guest feedback through online reviews, surveys, and other channels, implementing appropriate actions to address any areas of concern.Ensure that high-quality guest services are provided by all departments, meeting or exceeding guest expectations.
Financial Management:
Work closely with the Head Office Accounts department and executive to develop and manage budgets for all hotels and their respective departments and ensure adherence to financial guidelines.
Responsible for maximizing revenue and profitability through effective revenue management and pricing strategies.
Monitor expenses and identify opportunities for cost savings without compromising service quality
Staff Training and Development:
Identify training needs for hotel management and staff, in collaboration with the Human Resources Department, oversee the implementation of training programs to enhance skills and knowledge.
Conduct regular performance evaluations, provide constructive feedback, and mentor employees to maximize their potential.Foster a positive work environment, promoting teamwork, open communication, and positive employee morale.
Analyze key performance indicators (KPIs) to evaluate the success of operational strategies.
Prepare regular reports for senior management highlighting operational performance and suggesting improvements.
Sales and Marketing Support:
Collaborate with the sales and marketing team to develop and implement strategies to drive revenue and achieve business objectives.
Participate in sales presentations and meetings with potential clients, showcasing each hotel in the portfolio's offerings and services.
Inventory and Supply Chain Management:
Oversee the procurement and management of supplies, equipment, and amenitiesImplement inventory control procedures to optimize stock levels and reduce wastage.
Facilities Management:
Maintain and ensure the proper functioning of the hotel facilities, including rooms, public areas, and recreational areas.
Coordinate with maintenance and housekeeping teams to address any issues promptly and effectively.
Required Qualifications and Experience:
Grade 12 and or equivalent qualification.
Bachelor's degree in Hospitality Management or a related field essential.
A minimum of 5 years of experience in hotel operations, with at least 3 years in a managerial role.
Strong understanding of hotel operations and industry best practices.
Excellent leadership and people management skills, with the ability to motivate and develop a diverse team.
Exceptional problem-solving and decision-making abilities.
Excellent communication skills, including written and verbal communication.
Proven track record of driving guest satisfaction and managing guest complaints effectively.
Solid financial acumen and ability to manage budgets and drive profitability.
Demonstrated ability to work in a fast-paced, high-pressure environment while maintaining composure and professionalism.
Must be prepared to travel extensively and stay over at hotels for extended periods of time as and when necessary.
Valid driver's licence and own reliable transport essential.The successful candidate will be required to work a 5.5 day office-based work week (i.e. Monday to Friday and half day on Saturday)
Note:
This job specification serves as a general guideline for the position and should be customized to meet the specific requirements of the company and its operational needs.
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