JOB DETAILS:
Our Client is a leading healthcare provider in Uganda and the region, delivering the most caring medical expertise, and always putting their patients first.
Job Summary:
The Operations Manager will play a crucial role in ensuring the smooth and efficient functioning of our client's operations. This role requires a strategic thinker with strong leadership skills, a passion for hospitality, and a commitment to delivering outstanding guest experiences.

The Operations Manager will oversee various departments within the hospital including, house-keeping, laundry, and catering, service; appointing and managing external contractors where necessary and appropriate to ensure seamless coordination and exceptional service delivery

Duties and Responsibilities:
• Catering Department: Spearheading the provision of nutritious and quality meals to both staff and patients at IHK, maintaining high standards of food hygiene and customer satisfaction.
• Laundry Department: Leading the operations of the laundry department, ensuring the efficient washing and management of all hospital linen, and overseeing the provision of tailored services to meet the needs of patients and staff.

• Overseeing Daily Operations: Manage and supervise all aspects of daily operations within the hospitality establishment, including front desk, housekeeping, food and beverage service, and facilities management.

• Staff Management: Supervise staff members, participate in recruitment, and training, ensuring they adhere to company policies and provide exceptional customer service. Schedule shifts, and conduct performance evaluations.

• Customer Service: Ensure high levels of customer satisfaction by addressing client inquiries, complaints, and concerns promptly and professionally. Implement strategies to enhance the guest experience and exceed expectations.

• Financial Management: Monitor and manage operational budgets, expenses, and revenue streams to achieve profitability targets. Implement cost-saving measures while maintaining service quality.
• Inventory and Procurement: Oversee inventory management and procurement processes, including ordering supplies, monitoring stock levels, and negotiating contracts with vendors to ensure quality and cost-effectiveness.

• Quality Assurance: Maintain cleanliness, safety, and hygiene standards throughout the establishment, complying with health and safety regulations. Conduct regular inspections and audits to ensure compliance with brand standards and industry requirements.
• Sales and Marketing Support: Collaborate with the sales and marketing teams to promote the establishment, attract clients, and drive revenue growth. Participate in promotional activities, events, and campaigns to increase visibility and attract clients.

• Operational Planning: Develop and implement operational plans, policies, and procedures to optimize efficiency, productivity, and service quality. Identify opportunities for improvement and innovation to enhance operational performance.
• Event Management: Participate in and oversee special events, functions, and conferences hosted by the establishment. Ensure seamless execution of events, including catering, and logistics.
• Technology Integration: Utilize technology solutions, to streamline operations, enhance client experiences, and maximize revenue opportunities.
• Team Leadership: Provide leadership, guidance, and support to the operational team, fostering a positive work environment, teamwork, and professional development. Motivate staff to achieve performance targets and deliver exceptional service.
• Crisis Management: Develop contingency plans and protocols to address emergencies, such as natural disasters, accidents, or security incidents. Coordinate response efforts and ensure the safety and well-being of guests and staff.

Key Performance Indicators:
Operational Efficiency: Measure and improve key performance indicators (KPIs) related to workflow efficiency, resource utilization, and service delivery timelines.
Customer Satisfaction: Monitor and enhance customer satisfaction scores through feedback mechanisms, service improvements, and proactive communication.
Financial Performance: Achieve departmental budget targets, reduce costs, and increase revenue through effective financial management and strategic initiatives.
Quality Improvement: Implement quality improvement initiatives to enhance service quality, patient outcomes, and regulatory compliance.
Team Performance: Foster a culture of  collaboration, accountability, and continuous improvement among departmental teams to achieve organizational goals

 Education, Skills, and Experience:
• Bachelor's degree in Hospitality Management, Business Administration, or related field. Master's degree is an added advantage.
• Minimum of 5 years of progressive experience in hotel operations management, with demonstrated success in leadership roles.
• Strong leadership and management skills, with the ability to inspire and motivate teams to achieve goals.
• Excellent communication, interpersonal, and problem-solving skills.
• In-depth knowledge of hospitality industry trends, best practices, and regulatory requirements.
• Proven track record of driving operational excellence, guest satisfaction, and financial performance.
• Proficiency in hotel management software and Microsoft Office Suite.
• Certifications in hospitality management or related fields are desirable.
• Report writing.
• Good basic understanding of building technology.
• Fluency with use of MS Applications (WORD, EXCEL).
• Driving License.
• Good and demonstrable understanding of the C-Care, Vision and Mission.