OPERATIONS MANAGER – Aracari Hotel

Description

Leadership: Ability to lead cross-functional teams and drive operational excellence.

Strategic Thinking: Capacity to develop and execute operational strategies aligned with organizational goals.

Analytical Skills: Proficiency in analyzing data and metrics to identify areas for improvement and implement solutions.

Attention to Detail: Commitment to maintaining high-quality standards in all aspects of operations.

Adaptability: Flexibility to adapt to changing priorities and thrive in a fast-paced environment.

ISO Quality Officer

Implement and maintain ISO 9001 Quality Management System (QMS) standards throughout the hotel.

Ensure compliance with ISO 9001 requirements by conducting internal audits and facilitating external audits as needed.

Continuously improve quality management processes and procedures to enhance customer satisfaction and operational efficiency.

Requirements

QUALIFICATIONS

Diploma/Bachelor’s degree in Business Administration, Hospitality Management, or related field. Master’s degree preferred.

EXPERIENCE

Minimum of 5years of experience in hotel operations management, with at least 3 years in a senior leadership role.

Experience in the financial management of a hospitality enterprise.

Strong leadership and project management skills.

Knowledge of building codes and regulations.

Proven record of accomplishment in property maintenance management, preferably within the hospitality industry.

Certification in ISO 9001 QMS implementation and auditing is highly desirable.

Excellent communication, leadership, and problem-solving skills.

Responsibilities

Leadership: Ability to lead cross-functional teams and drive operational excellence.

Strategic Thinking: Capacity to develop and execute operational strategies aligned with organizational goals.

Analytical Skills: Proficiency in analyzing data and metrics to identify areas for improvement and implement solutions.

Attention to Detail: Commitment to maintaining high-quality standards in all aspects of operations.

Adaptability: Flexibility to adapt to changing priorities and thrive in a fast-paced environment.

1. Operational Supervision:

–      Supervises and manages all front desk, housekeeping, and maintenance staff to ensure efficient operations.

–      Conducts regular inspections of units ready for rental, directing housekeeping to address any issues.

–      Monitors housekeeping laundry operations to ensure proper procedures are followed and linen is clean and undamaged.

–      Monitors and manages the use of laundry detergents, cleaning chemicals, and equipment to minimize waste and prevent abuse.

–      Maintains and oversees linen inventory, setting up systems to retire or repurpose old linen and replace it with new stock.

–      Inspects units requiring maintenance, schedules necessary work, and ensures maintenance supplies are available for timely completion. Inspects completed work before units are released for rental.

–      Reviews daily front desk reports to balance rented and cleaned units, preventing the rental of unclean units and ensuring accurate rental records.

1. Billing and Financial Management:

–      Ensures all billing procedures are followed for direct billing, Expedia and other booking agencies, credit card payments, and direct-billed customers. Prepares invoices and follows up to ensure payments are received.

–      Verifies and confirms documented charges from poolside services to hotel guests, ensuring payment is received at checkout.

–      Updates and clears all booking systems monthly.

1. Customer Relations:

–      Liaises with all hotel customers from the time a reservation is received. Handles queries, greets guests on check-in, and engages guests during breakfast to inquire about their experience and assist as necessary.

1. Marketing and Promotion:

–      Reviews the hotel website and all social media applications and promotions weekly, requesting updates or changes from tech support as needed.

1. Staff Management:

–      Schedules for all staff attendance, monitors attendance, and arranges for coverage during absences. Should cover if necessary. Approves overtime when required.

–      Works with staff to establish common goals and objectives, maintains regular communication and meetings, schedules work, monitors and reviews performance to achieve these goals.

–      Develops and manages the budget for housekeeping, front desk, and maintenance departments, reviewing periodically with staff and comparing actual performance to the budget every month.

1. Training and Recruitment:

–      Responsible for training staff and organizing additional training as needed.

–      Recruits and recommend new hires.

1. Key Performance Indicators (KPIs)

–      Customer Satisfaction Scores: Monitor and aim to improve guest satisfaction ratings through regular feedback and reviews.

–      Budget Adherence: Ensure departmental expenses stay within the approved budget.

–      Occupancy Rates: Track and optimize room occupancy rates.

–      Operational Efficiency: Measure and improve the time taken for room turnover and maintenance completion.

–      Employee Performance: Monitor and enhance staff performance metrics, such as attendance, productivity, and adherence to standards.

1. Emergency Procedures

–      Safety Protocols: Ensure all staff are trained on safety protocols and emergency procedures.

–      Crisis Management: Develop and implement crisis management plans for situations such as natural disasters, fires, or medical emergencies.

–      Emergency Contacts: Maintain a list of emergency contacts and ensure staff know how to reach emergency services promptly.

1. Technology and Systems

–      Property Management Systems (PMS): Proficiency in the hotel’s eZee PMS for managing reservations, check-ins, and check-outs.

–      Booking Platforms: Familiarity with online booking platforms (e.g., Expedia, Booking.com) for managing reservations and ensuring proper billing.

–      Communication Tools: Utilize communication tools (e.g., email, WhatsApp) to coordinate with staff and guests effectively.

–      Maintenance Management: Use excel to track maintenance requests, schedule work, and ensure timely completion of tasks.

10.   Any other duties assigned.