Operations Manager

**Job Number** 23005151

**Job Category** Rooms & Guest Services Operations

**Location** Protea Hotel Fire & Ice Pretoria Menlyn, Summit Place Precinct, Menlyn, Pretoria, Gauteng, South Africa VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management

**JOB SUMMARY**

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

The position ensures Hotel Operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department and developing positive owner relations. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment.

**CANDIDATE PROFILE**

**Education and Experience**
- High school diploma or GED; 5 years experience in the guest services, food and beverage, 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; 4 years experience in the guest services, food and beverage, 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.

**Managing the Guest Experience**
- Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
- Responds to and handles guest problems and complaints.
- Is responsible for and manages the guestvoice and all other guest feedback platforms.
- Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
- Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.

**Managing Profitability**
- Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
- Analyzes service issues and identifies trends.
- Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
- Works with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

**Managing Revenue Goals**
- Monitors hotel operations sales performance against budget.
- Reviews reports and financial statements to determine hotel operations performance against budget.
- Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
- Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

**Leading Operations and Department Teams**
- Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership teams.
- Develops systems to enable employees to understand guest satisfaction results.
- Communicates a clear and consistent message regarding departmental goals to produce desired results.
- Oversees and is responsible for training of all associates along with departmental management.

**Managing and Conducting Human Resources Activities**
- Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
- Ensures employees are treated fairly and equitably.
- Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings).
- Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
- Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
- Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
- Solicits employee feedback, utilizes an “