Operations Director
1 month ago
The Operations Manager is a key role within the hotel, responsible for ensuring the smooth operation of all departments. This includes planning, organizing, directing, and coordinating management activities to achieve customer satisfaction and quality service while meeting financial goals.
Key Responsibilities:- Plan and execute activities of Front Office, Housekeeping, Food and Beverage, Security & Conventions to ensure adherence to standards, policies, and procedures.
- Focus on sentiment scores and RPS while creating plans with operational departments for continuous improvement and development of guest satisfaction processes.
- Work closely with the Cluster General Manager and Cluster Financial Controller to create plans to optimize P & L and cost efficiency.
- Play an active role in planning marketing promotions in various areas of the hotel.
- Be a brand ambassador and use the iAuditor app to conduct regular audits and share results, building action plans to ensure 100% brand standard is followed.
- Contribute effectively to guest experiences, manage guest responses, organize guest meet-ups, and work with line team members to develop guest experiences.
- Ensure weekly departmental briefings are conducted with the Operations Manager's presence once a week.
- Review all guest pre-arrival details with all departments.
- Ensure on-floor operational team morale, difficulties, and operational needs are communicated to the T & C Manager and Cluster General Manager while finding solutions.
- Pre-approve all operational expenses and plans prior to them being signed off by the Cluster GM.
- Be a representative of Accor in hotel management schools during trainings and other areas where Accor seeks to create a reputation and outreach.
- Review monthly F & B and Rooms promotion calendars and get them approved from the Cluster General Manager.
- Demonstrate and communicate short and long-term focus.
- Ensure adequate coverage of managers on the shop floor during weekends and plan/coordinate MODs. Evaluate and implement MOD report findings & suggestions.
- Liaise with all departments to ensure smooth operations at the hotel.
- Domonthly/weekly fire & safety and other relevant operations audits.
- Work closely with sales & marketing teams to take feedback from clients and enhance guest experience as well as give opportunities to sales teams to sell the hotel product better.
- To check and evaluate daily evalpacks prior to Cluster General Manager approval and ensure Accor Focus Guide points are followed 100% across all operational departments.
Remote Work: No
Employment Type: Full-time
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