Director of Operations at Kerzner International

About the job
Key Duties and Responsibilities

1. Brand standards, guest service and quality

•  Drive engagement and compliance of all One&Only Kerzner International programs
•  Ensure service programs are in place and delivered
•  Provide coaching and feedback to managers and colleagues on service and operational standards, including feedback on even the smallest service and operational details
•  Review and follow up on property Reviewpro and TripAdvisor scores and comments and assist to provide feedback to guests
•  Manage relationships with in-house and regular guests, organisers, decision makers
•  Participate in Resident Manager programme and drive LQA standards of service

2. Revenue Generation

•  Manage and sustain sales and marketing strategy for F&B and Spa and Fitness
•  Develop innovative means for capturing new streams of revenue through property amenities, activations and events
•  Coach and reinforce a colleague selling strategy that takes advantage of property services
•  Review and work with appropriate revenue management reports

3. Financial Performance

•  Measure, analyze, and communicate property performance using a variety of financial or non-financial data including controllable costs, sales revenue, guest satisfaction, and colleague engagement data
•  Assist Heads of Department in preparing annual departmental operating budgets, capital expenditure and labour budgets
•  Control and analyze departmental costs to ensure performance is within budget
•  Complete Month End Analysis – including P&L Critique and Monthly Business Report content

4. Leadership and Coaching

•  Ensure ongoing development of managers with respect to recruitment, performance appraisals, counseling, coaching, training and disciplinary action
•  Monitor local hiring and compensation trends for similar positions through benchmarking
•  Support recruitment efforts from various sourcing channels through Human Resources
•  Attend/lead daily morning briefings and any other meetings as scheduled
•  Create and support clear lines of responsibility for management team, including coverage and oversight throughout the day

Projects

•  Initiate Opex projects to improve physical presentation and condition of the resort
•  Initiate annual capex plan as part of the Budget cycle in consultation for relevant managers
•  Act as a project manager for the execution of capex projects

3. SKILLS AND REQUIREMENTS

• Grade 12 or equivalent
• A hospitality related qualification or similar
• 4-5 years extensive working experience in a senior leadership role in a luxury hotel or multi venue restaurant operation

 Financial management skills e.g. ability to analyze P&L statements, develop operating budgets, forecasting and capital expenditure planning

• Computer literate, with strong working knowledge of Microsoft Word, Excel, Outlook, PowerPoint, CRM systems
• Advanced knowledge of the principles and practices within Food & Beverage/Hospitality profession
• Proficient in finance, revenue generation guest services and team development
• Ability to study, analyze, and interpret complex activities
• Strong leadership skills and interpersonal communication skills
• Highly developed communication skills to negotiate, convince, sell, and influence other managerial personnel, hotel guests, and /or corporate clients
• Highly organized and able to prioritize and meet deadlines in a fast-paced environment

 Ability to evaluate business trends, determine applicability to customer profile and modify business strategies accordingly

•  Knowledge of purchasing, inventory controls, supplies and equipment
•  Ability to take constructive action independently
•  Ability to network and build relationships to grow the business
•  Effective decision-making skills; can choose a course of action amongst options involving uncertainty or risk
•  Strong problem-solving skills; encourages new innovative solutions when appropriate
•  Effective change management skills
•  Strong customer and colleague relation skills

4. Core VAlues & Competencies

Blow Away The Customer

•  I care and work towards exceeding the expectations of my customers
•  I am proactive and deliver unique and everlasting memories for our customers

Develop Passionate and Committed People

•  I am committed to being thoughtful towards our colleagues
•  I am passionate about my role

Continuously Strive for Perfections (good enough never is)

•  I constantly seek new ways and ideas to improve what I do
•  I am inspired to make a difference

Achieve Sustainable Bottom Line Performance

•  I am honest and fair
•  I take responsibility and contribute towards the financial performance of where I work

5. Functional competencies

Grooming

•  I present a professional image according to established standards

Communication

•  I adapt my behavior to cultural characteristics of the situation
•  I welcome and solicit opinions from all relevant people when making decisions

Functional Skills and Knowledge

•  I understand the full scope of my duties and demonstrate initiative
•  I take responsibility for my actions

Planning & Organizing

•  I anticipate the impact of initiatives and plan accordingly
•  I am able to manage multiple objectives and priorities effectively
• Team Management & Development / Influencing & Working with Others
•  I identify potential colleagues and develop them for their success and the benefit of the organization
•  I am a mentor and coach to my colleagues to develop them

Where Colleagues do not have anyone to supervise, then the competency will be replaced by with the following 2 behaviors:

•  I am a mentor and coach to my colleagues to develop them
•  I motivate other colleagues towards the common goals of the organization

Problem Solving & Decision Making

•  I create an environment that supports logical decision making
•  I identify and solve issues and assume responsibility in risky decisions

Innovation & Creativity

•  I regularly seek new opportunities for change
•  I drive the implementation of change initiatives

Drive for results

•  I set clear, realistic and challenging goals for my department & team
•  I communicate the business targets to my team/peers and am able to steer them to achieve the results