Job Summary
As an Assistant Operations Manager/Operations Manager, you will have exposure in Front Office, Housekeeping and Maintenance Department as you will be assisting the Hotel Manager with the general operation of the hotel while also assisting guest whenever necessary.
Working closely with the Hotel Manager, you will be a strong team player and able to juggle a diverse number of tasks at any one time. You will be a dynamic individual with exceptional communication skills and a commitment to deliver excellent guest experience.
Job Duties/Responsibilities
- Provide leadership to the hotel operations departments, including Front Office, Housekeeping and Maintenance to ensure the hotel is in operative condition to receive & serve guests
- Manage day to day hotel operations, plan and assign work, and establish performance and development goals for team members
- Ensure highest level of guest satisfaction by monitoring online reviews and providing quality guest services, facilities and amenities
- Make recommendations for capital improvements to enhance the hotel assets
- Keep relevant costs under control, increase Rev PAR and hotel revenue
- Evaluate levels of guest satisfaction and monitor trends, with a focus on continuous improvement and service recovery process
- Maximize room occupancy at best rates and use up-selling techniques to promote the hotel (set departmental objectives, work schedules, budgets, policies, and procedures)
- Ensure team members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
- Manage staff performance issues in compliance with company policies and procedures
- Comply with hotel security, fire regulations and all health and safety legislation act in accordance with policies and procedures when working with front/back of house equipment and property management systems
- Performs daily, weekly and/or monthly inspections and reports
- Responsible for the overall management of the operation of the hotel and available on call 24 hours a day to resolve any urgent problems on emergencies
- Responsible to be on duty when superior is on off/rest day/holiday when possible, similar delegation to team member when you are on off/rest/holiday
- Conduct daily/weekly briefing to discuss routine operational matters, revenue targets, feedback/reviews and action taken for service recovery, and any staff issues.
This is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
Job Requirements
- Minimum 3 to 5 years relevant working experience in hotel management and operations
- Responsible, highly committed, strong leadership with good interpersonal skills
- Proficient in software applications including Word, Excel, PowerPoint
- Great leadership and organisational skills
- Energetic, driven, and positive
- Passion for providing an exceptional customer service experience
- Flexibility to respond to a range of different work situations
- Ability to work under pressure
- Ability to work on flexible shifts including overnight, weekends and holidays on rotation basis when required
- Self-motivated with a results-driven approach
