Hotel Operations Manager

**Additional Information**
**Job Number**25150324
**Job Category**Rooms & Guest Services Operations
**Location**Protea Hotel Fire & Ice Johannesburg Melrose Arch, 22 Whiteley Road, Johannesburg, South Africa, South Africa, 2076
**Schedule**Full Time
**Located Remotely?**N
**Position Type** Management

**JOB SUMMARY**

Responsible for assisting in successfully executing all operations in the hotel Operations departments (may include Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. Leads specific team while assisting with meeting or exceeding property goals.

**CANDIDATE PROFILE**

**Education and Experience**
- High school diploma
- 4 years' experience in the guest services, front desk, housekeeping, or related professional area.
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major;

**CORE WORK ACTIVITIES**

**Leading Operations Team**
- Set service standards and ensure compliance with brand, legal, and health regulations.
- Conduct regular performance reviews of outlet managers and ensure corrective actions are implemented where necessary.
- Ensures that goals are being translated to the team as they relate to guest tracking and productivity.
- Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
- Focuses on team’s future growth by fostering an environment of learning and development
- Understands employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths.
- Ensures that the team has the capabilities to meet expectations.
- Leads by example demonstrating self-confidence, energy and enthusiasm.
- Assists employees in understanding guests’ ever-changing needs and expectations, and exceeding them.

**Managing Property Operations Function(s)**
- Follows property specific second effort and recovery plan.
- Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.
- Takes proactive approaches when dealing with employee concerns.
- Extends professionalism and courtesy to employees at all times.
- Communicates/updates all goals and results with employees.
- Meets semiannually with staff on a one-to-one basis.
- Assists/teaches the team scheduling against guest and hours/occupied room goals.
- Performs hourly job functions as needed.
- Ensure seamless integration between F&B, Rooms Division, Sales & Events and Marketing to support hotel-wide initiatives, guest satisfaction, and revenue generation.
- Lead operational planning for high-impact events, seasonal activations and VIP experiences.

**Managing and Monitoring Activities that Affect the Guest Experience**
- Ensure that the F&B experience contributes meaningfully to overall guest satisfaction scores and loyalty.
- Personally engage with key guests and stakeholders during peak service periods and special events.
- Takes proactive approaches when dealing with guest concerns.
- Responds timely to customer service department request.
- Ensures all team members meet or exceed all hospitality requirements.
- Align all F&B operations with the brand’s lifestyle positioning, ensuring consistency in guest experience, service style, and culinary identity.
- Drive innovation in food and beverage offerings to reflect market trends and guest expectations, while maintaining profitability.

**Managing Profitability**
- Assists in performing required annual Quality audit with GM & RD.
- Ensures a viable key control program is in place.
- Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
- Assist with budgeting, forecasting and financial performance of all F&B outlets.
- Monitor key metrics such as revenue per available seat hour (RevPASH), food and beverage cost ratios and labor efficiency.

**Conducting Human Resources Activities**
- Interviews and assists in making hiring decisions.
- Receives hiring recommendations from team supervisors.
- Ensures orientations for new team members are thorough and completed in a timely fashion.
- Support leadership development of the Banqueting Manager and Restaurant & Bar Manager.
- Champion a culture of service excellence, accountability, and continuous improvement across all F&B teams.

**MANAGEMENT COMPETENCIES**

**Leadership**
- Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the w