Operations Manager

**Job Number** 24160949
**Job Category** Rooms & Guest Services Operations
**Location** Protea Hotel Fire & Ice Cape Town, 64 New Church Street, Cape Town, South Africa, South Africa VIEW ON MAP
**Schedule** Full-Time
**Located Remotely?** N
**Relocation?** N
**Position Type** Management

**JOB SUMMARY**

Responsible for successfully executing all operations (Front Office/Engineering/Maintenance/Events and Housekeeping) 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 or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area.

OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area.

**CORE WORK ACTIVITIES**

**Providing for and Managing the Guest Experience**
- Provides excellent customer service by being readily available/approachable for all guests.
- Extends professionalism and courtesy to guests at all times.
- Assists employees in understanding guests’ ever-changing needs and expectations, and exceeds them.
- Ensures that all employees, team leaders (if applicable) and manager(s) understand the brand service culture.
- Responds timely to customer service department request.

**Supporting Safety Standards and Work Procedures**
- Implements property emergency plan.
- Provides a safe working environment in compliance with OSHA/MSDS.
- Implements and sustains property accident prevention programs.
- Ensures a viable key control program is in place.
- Follows property specific second effort and recovery plan.

**Managing Property Operations and Department Budgets**
- Reviews financial statements, sales and activity reports, and other performance data to measure productivity, goal achievement and to determine areas in need of cost reduction and program improvement.
- Assists/teaches the team scheduling (using Scheduling Tool) against guest and hours/occupied room goals.
- Ensures barriers to achieving goals are being discussed and resolved by the team.
- Extends professionalism and courtesy to employees at all times.
- Ensures that the team has the capabilities to meet expectations.
- Ensures that goals are being translated to the team as they relate to guest tracking and productivity.
- Leads by example and demonstrates self-confidence, energy and enthusiasm.

**Conducting Human Resources Activities**
- Ensures that staffing levels are appropriate to exceed guest expectations.
- Promotes both Guarantee of Fair Treatment and Open Door policies.
- Maintains current licenses and permits as prescribed by local, state and federal agencies.
- Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.
- Solicits feedback for continuous improvement.
- Ensures training plans are in place and being executed.
- Ensures all team members meet or exceed all hospitality requirements.
- Ensures Continuous Improvement Meetings (CIMS) are taking place weekly in each department.
- Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
- Provides support for operations functions as appropriate

MANAGEMENT COMPETENCIES

**Leadership**
- **Adaptability** - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
- **Communication**:

- Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
- **Problem Solving and Decision Making** - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
- **Professional Demeanor**:

- Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

**Managing Execution**
- **Building and Contributing to Teams** - Actively participates as a member of a team to move the team toward the completion of goals.
- **Driving for Results** - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
- **Planning and Organizing**:

- Gathers information and resources required to set a plan of action for self and/or others; prioritizes