Reporting Line: 

Operations Director, Managing Directors

Directly supervises: 

All heads of departments. 

Liaises with: 

Operations Director

Job Summary:

To manage property operations on a day-to-day basis to ensure optimum performance and continual improvement in the five Key Result Areas (guest service, employees, sales/marketing, property appearance, and profit/financial control. Coordinates, directs and manages the staff and everyday resort operations to achieve profitability, guest satisfaction and efficiency while maintaining standards set by the company assuring 100% guest satisfaction.

Qualifications:

Education: 

• Undergraduate degree in related field or equivalent.

Experience: 

• 5-10 years post qualification in a similar or related position in the Hospitality industry.

Personal attributes: 

• Proven ability to work under pressure.
• Attentive to details
• Ability to be a pro-active and positive team member
• Computer literate
• Good interpersonal skills
• Excellent written and oral communication skills
• Ability to handle confidential information professionally
• Honest and of impeccable integrity.

Performance Criteria:

• Prompt and accurate preparation of daily revenue and cost reports.
• Timely and accurate preparation of the unit’s monthly accounts to enable management access and monitor the Hotel’s performance.
• Accurate bank accounts of the unit.
• Timely preparation of the unit’s budget.
• Efficient management of the finance department’s human resources.

Tasks Personally Carried Out

Financial 

• Responsible for maximizing revenues.
• Manages labor standards and property level expenses to achieve maximum flow through to the bottom-line profit.
• Explains and manages financial activities.
• Monitors collection of in-house guest balances and direct bill receivables, commission payments by vendors, and issuance of refund checks.
• Participates and monitors monthly inventory of supplies and equipment. Ensures purchases made are within budget and by approved vendors

Sales and Marketing

• Works with all staff to manage all sales activities of the property and meet revenue objectives. Activities include setting goals, completing competitive surveys, taking reservations and compiling reports.
• Make sales calls as outlined by the Management Team.
• Identifies and seeks out potential business in local market. Maintains relationships with local companies and key people to increase hotel's visibility within the local market.
• Coordinates and implements sales and marketing activities of the property

Guest Satisfaction

• Promotes 100% guest satisfaction throughout property. Instills the 100% guest satisfaction objective to hourly associates.
• Ensures that all guest related issues are resolved in a manner consistent with the company’s goals and objectives.

Employee Management

• Recruits qualified applicants. Trains employees in accordance with company standards.
• Motivates and gives direction to all employees.
• Communicates all policies and procedures to entire staff. Conducts regular meetings to provide various information including company communications, policy reviews, local property activities, goals, etc.
• Adheres to state and local employment related laws and regulations.
• Manages employee personnel forms, including hiring, performance evaluations, payroll and benefits related information, required Federal and State postings, etc.
• Conducts coaching/counselling sessions; performance evaluations; prepares performance improvement plans, disciplinary documentation; conducts terminations.
• Ensures that employee related issues are resolved in a manner consistent with company policies.
• Mentors and develops  employees.
• Performs duties in all aspects of hotel operations whenever needed.

Property Appearance:

• Inspects and documents repairs and cleanliness of property to ensure optimum upkeep and repair, room cleanliness and overall property appearance.

Other duties:

Demonstrates and promotes a 100% commitment to providing the best possible experience for our guests and employees.

Serves as “Manager on Duty”

Provides other relief or back-up duties as needed at the hotel including front desk coverage, housekeeping, and other duties to ensure the optimum operation of the property.

Please Note: 

• It is a demanding job, both physically and mentally
• You may take your holidays at certain times, when its off-peak
• You might be on call off duty
• You might live in or near the hotel
• You might spend nights away from home on busy times
• You will probably work shifts including evenings and weekends and hours can be long.