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Job Description
As Director of Operations, you will be responsible for the effective operational management of the apartments, so Heads of Department achieve and exceed their revenue and Guest satisfaction targets. Specifically, you will be responsible for performing the following tasks to the highest standards:
- Work in conjunction with the General Manager to actively manage key property issues (including capital projects; customer service; refurbishment)
- Assist the development of meaningful, achievable hotel budgets and other short- and long-term company strategic goals
- Provide effective leadership to the company management team and team members to ensure targets are met and exceeded
- Respond to audits that are completed by the company to ensure continual improvement is achieved
- Plan, direct and coordinate the service delivery of all operational departments in order to meet and exceed guest expectations
Comply and exceed company Service Standards - Ensure that costs are controlled throughout the operational departments and results are analyzed regularly to highlight problem areas and take appropriate action
- Manage and develop the Heads of Department to ensure career progression and effective succession planning within the company
- Seek and respond to Guest feedback in order to achieve positive outcomes and high levels of customer satisfaction
- Hold regular briefings and communication meetings with the HOD team
- Regularly monitor customers’ satisfaction with work processes & deliverables and take improvement actions.
- Through customer engagements, be aware of, actively understand customers' business needs and challenges.
- Lead teams to execute defined solutions.
- Lead innovation on workflow, processes & methodologies.
- Advocate, understand, communicate and exemplify the company’s values.
- The Head of Operations has the right to authorize colleagues in other departments to work on these developments one way or the other according to a clear and transparent work plan.
- Following up on executing requests and guidance when errors occur, making sure that work is flowing smoothly with regards to handling and executing processes, giving preliminary warnings to employees who make mistakes and if the mistake is repeated, the Operations Head should present a 'Deduction form' with the required details to the Employees' Affairs Head who later presents it to the Executive Manager for a final decision.
- Also, the Operations Manager can request a bonus according to Company deductions and bonus scheme and either way, the Operations Manager cannot go forth with the deduction and/or bonus without the Executive Manager's approval.
Job Requirements
Job Requirements
What are we looking for?
- Maximum 45 years
- 3 Years out of 7 Years as a manager
- Strong commercial acumen, preferably with experience in Food and Beverage or Rooms Management
- Experience in managing budgets, revenue proposals and forecasting results
- In-depth knowledge of the hospitality/leisure/service sector
- Strong leadership skills to effectively manage and motivate the team to achieve a high level of performing and exceed targets
- Accountable and resilient
- Ability to work under pressure
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
As Director of Operations, you will be responsible for the effective operational management so Heads of Department achieve and exceed their revenue and Guest satisfaction targets. Specifically, you will be responsible for performing the following tasks to the highest standards:
- Work in conjunction with the General Manager to actively manage key property issues (including capital projects; customer service; refurbishment)
- Assist the development of meaningful, achievable hotel budgets and other short- and long-term hotel strategic goals
- Provide effective leadership to the management team and team members to ensure targets are met and exceeded
- Respond to audits that are completed by the company to ensure continual improvement is achieved
- Plan, direct and coordinate the service delivery of all operational departments in order to meet and exceed guest expectations
- Comply and exceed hotel and company Service Standards
- Ability to communicate with, train and lead employees through changes in procedures, client requirements, and other production processing issues.
- Ability to make decisions and lead employees through job-related issues.
- Background with a proven track record of building, developing and managing service delivery and support teams.
- You’ll have solid leadership and people management skills along with previous experience growing and developing
- An operations function; i.e. defining operational procedures, setting service standards.
- Have a good level of commercial acumen
- Be able to identify opportunities for efficiency, cost reduction, and continuous improvement
- Have excellent communication, influencing and customer management skills
- Have a solid technical understanding of Networking and Hosting technologies and solutions
