Operations Manager - Hotels Division at Orion Hotels & Resorts

Key Responsibilities:

Operational Management: 

• Oversee and manage the day-to-day operations of each hotel in the current portfolio in order to ensure seamless functioning.
• Develop and implement operational strategies and procedures to ensure efficient flow of all hotel services and departments (front desk, housekeeping, restaurants, maintenance, etc.).
• Monitor and evaluate performance metrics regularly to identify areas for improvement and implement necessary changes.
• Lead and motivate the hotel staff and management, providing guidance and support to ensure smooth operations.
• Ensure compliance with hotel standards, policies, and procedures, as well as health and safety regulations and ensure consistency across all hotels in the current portfolio
• Develop and implement operational policies and procedures to enhance efficiency and productivity.

Guest Experience:

• Collaborate with various departments to create and maintain exceptional guest experiences, constantly seeking ways to exceed guest expectations.
• In collaboration with the respective Hotel General Manager, handle all guest complaints and resolve issues promptly and effectively, ensuring guest satisfaction and upholding our brand promise.
• Monitor guest feedback through online reviews, surveys, and other channels, implementing appropriate actions to address any areas of concern.
• Ensure that high-quality guest services are provided by all departments, meeting or exceeding guest expectations.

Financial Management:

• Work closely with the Head Office Accounts department and executive to develop and manage budgets for all hotels and their respective departments and ensure adherence to financial guidelines.
• Analyze financial reports and data to identify opportunities for cost-saving measures while maintaining service quality.
• Responsible for maximizing revenue and profitability through effective revenue management and pricing strategies.
• Monitor expenses and identify opportunities for cost savings without compromising service quality

Staff Training and Development:

• Identify training needs for hotel management and staff, in collaboration with the Human Resources Department, oversee the implementation of training programs to enhance skills and knowledge.
• Conduct regular performance evaluations, provide constructive feedback, and mentor employees to maximize their potential.
• Foster a positive work environment, promoting teamwork, open communication, and positive employee morale.
• Analyze key performance indicators (KPIs) to evaluate the success of operational strategies.
• Prepare regular reports for senior management highlighting operational performance and suggesting improvements. 

Sales and Marketing Support:

• Collaborate with the sales and marketing team to develop and implement strategies to drive revenue and achieve business objectives.
• Participate in sales presentations and meetings with potential clients, showcasing each hotel in the portfolio's offerings and services.

Inventory and Supply Chain Management:

• Oversee the procurement and management of supplies, equipment, and amenities
• Implement inventory control procedures to optimize stock levels and reduce wastage.

 Facilities Management:

• Maintain and ensure the proper functioning of the hotel facilities, including rooms, public areas, and recreational areas.
• Coordinate with maintenance and housekeeping teams to address any issues promptly and effectively.

Required Qualifications and Experience:

• Grade 12 and or equivalent qualification.
• Bachelor's degree in Hospitality Management or a related field essential.
• A minimum of 5 years of experience in hotel operations, with at least 3 years in a managerial role.
• Strong understanding of hotel operations and industry best practices.
• Excellent leadership and people management skills, with the ability to motivate and develop a diverse team.
• Exceptional problem-solving and decision-making abilities.
• Excellent communication skills, including written and verbal communication.
• Proven track record of driving guest satisfaction and managing guest complaints effectively.
• Solid financial acumen and ability to manage budgets and drive profitability.
• Demonstrated ability to work in a fast-paced, high-pressure environment while maintaining composure and professionalism.
• Must be prepared to travel extensively and stay over at hotels for extended periods of time as and when necessary.
• Valid driver's licence and own reliable transport essential.
• The successful candidate will be required to work a 5.5 day office-based work week (i.e. Monday to Friday and half day on Saturday)