Operations Manager

**OPERATIONS MANAGER**

The incumbent is a member of the Opco Team and reports directly to the **Hospitality General Manager**.

With the portfolio of Accommodation and Activities & Experiences under direct management, the Operations

Manager is second in command to the **Hospitality General Manager**.

The scope focuses on coordinating the work of various functional units or business units that requires the individual to maintain the pace, monitor and interact with a broad scope of projects and to ensure efficient running and management of all accommodation outlets across the property and that of the Activities and Experiences department. Crafting new and unique South African experiences providing outstanding customer service and organising memorable experiences that meet quality expectations - across the Boschendal Estate.

Tasks include but is not limited to liaising with clients, suppliers & internal departments, procurement, multi project management, managing staff, creating opex and capex budgets, managing risk, and ensure that the day
- to-day guest experience is elevated at every touch point.

**DIRECT REPORTS**:

- Werf Manager
- Orchards Manager
- Retreat Manager
- Activities and Experiences Manager

**KEY DUTIES AND RESPONSIBILITIES INCLUDES BUT A RE NOT LIMITED TO**:

- Maximise financial opportunities and achieve pro-active up-selling environment throughout the business.
- Collaborate with all relevant head of departments to ensure the smooth running of the day-to-day operations.
- Ensure that each department delivers a consistently high standard of guest service. Also, achieve business objectives and maximise the profitability of all outlets.
- Ensure that each department maintains effective cost controls in all areas.
- Maximise employee productivity to meet the company financial goals through the consistent delivery of the highest standard of service.
- Plan and direct the business main operations including quality, standards, cleanliness and guest satisfaction.
- Collaborate with the relevant departmental managers to forecast the business on a weekly basis and plan accordingly.
- Responsible for all the day-to-day queries, complaints or problems that arise in various accommodation outlets.
- Promote a culture of excellence in guest care through a warm welcome and a desire to exceed expectations.
- Ensure consistent implementation and review of SOPs throughout all Departments.
- Promote a positive employee relations culture through effective communication and regular team meetings.
- Stay abreast of local and global trends and developments, regulations, to effectively manage governance, legal, environmental, economic, and other risks in an increasingly complex environment.
- Conduct regular operations meeting with all relevant departmental managers to discuss routine operational matters, departmental performance targets and guest feedback.
- Deputise for the General Manager in his/her absence and at various meetings & events.
- Reduce waste and drive responsible consumption across outlets.
- Ensure that all accommodation outlets deliver on the company brand promise.
- Ensuring each cost centre/oulet operates at the ultimate cost structure.
- Analsynt the business performance to facilitate accurate and meaning forecasting.
- Collaborate with respective line managers to manage product costs of sale and Opex based on key performance indicators, operational control systems working.
- Manage preventative maintenance program for all accommodation outlets.
- Manage pest control program for all accommodation outlets.
- Oversee and assist with all recruitment and selection of all Accommodation employees by following the property guidelines when recruiting and use a competency-based approach to selecting their employees.
- Ensure punctuality and appearance of all Accommodation employees, making sure that they wear the correct uniform and maintain the highest standard of personal appearance and hygiene.
- Highlight opportunities to Exco members and relevant departments by seeking and drawing input and inspiration from diverse stakeholders to generate ideas for new products, processes and markets resulting in competitive advantage
- Carry out regular inspections of all departments in the areas of guest service delivery, cleanliness, presentation, service delivery, employee presentation and grooming.
- Ensure adherence to company rules, policies and regulations relating to financial record keeping, money handling and licensing, including the timely and accurate reporting of financial information.

**CRITICAL/CORE COMPETENCIES**

**Technical Behavioural**

Strategy development. Team player.

Project management. People management skills.

Analytical skills. Communication skills.

Problem solving skills. Coaching and development.

Budgeting. Leadership skills.

Stock and systems knowledge. Planning and organizing skills.

Financial management. Customer centric.

**EXPERIENCE REQUIREMENT**
- Previous experie