Operations Manager

Job Purpose:

Under the general guidance and supervision of the General Manager and adhering to policies and procedures as meted out by the designated hotel and company, the incumbent should have an excellent level of commercial awareness, who can build and maintain relationships with internal and external guests. Also responsible for highlighting short/medium/long-term issues to the General Manger and to help formulate solutions.

The incumbent is also required to assist in the preparation of the annual budgeting and monthly forecasting processes.

The incumbent shall cultivate and manage existing relationships and develop new business opportunities with clients and other partners in a given portfolio to generate incremental revenue for the designated Hotel.

Key Result Areas:

Customer Experience

Ensuring the team really understands Premier Inn purpose and promise and why its important by:

1. Using real examples and feedback from guests and your teams own experience.

2. Continually recognizing positive actions and behaviors that deliver great guest experiences.

3. Bringing our purpose and promise to life by personalizing the material and tools available.

4. Explaining how being guest obsessed links to their daily activity at work.

5. Identifying role models who consistently and intentionally demonstrate the right behaviors.

6. Implement initiatives to enhance guest engagement and repeat business.

Looking for opportunities to provide better experiences for guests by:

1. Understanding all guest feedback: Trip Advisor, Reviewpro, etc and communicating this to deliver great guest experiences.

2. Always ensuring brand and operational standards are delivered.

3. The skills and confidence to recognize and overcome hassles and complaints.

4. Using hassles and complaints as opportunities to help everyone at the resort learn and improve.

5. Being accountable for removing or overcoming barriers that impact the guest experience.

Continually reviewing and improving your own and your teams activity, output and behavior by:

1. Engaging with guests at every opportunity and demonstrating your passion for our guests.

2. Actively using the guest measures/dashboard

3. To review the performance of the team and drive actions.

4. Sharing best practice with the associates in the resort and looking outside to learn.

5. Develop and execute action plans to resolve operational challenges.

Creating Winning Teams

Continually reviewing and coaching your team ensuring you recruit and retain great people by:

1.Ensuring that you and your team always recruit the right person for the job who demonstrate our values and provide a great onboarding experience for all new hires.

2. Providing Brilliant Basics, ongoing training, coaching and development to ensure they achieve their potential and understand the progression opportunities and create a robust talent pipeline.

Creating an individual A place made by you by:

1. Communicating your agreed goals and targets and ensuring everyone understands what this means to them.

2. Listening every day and giving your team a voice, sharing information, involving them in decisions, hearing what they say, acting on their feedback and developing a culture of inclusion and continuous improvement.

3. Empowering your team to try out their ideas and following up with them.

4. Connecting with the team really knowing them, understanding their strengths and what motivates them.

Being a role model by:

1. Recognizing great effort and achievement building a highly skilled and empowered team.

2. Explaining why rather than just what, how or when.

3. Building trust by being consistent in what you say and do: treating the team fairly and addressing poor performance.

4. Actively seeking feedback from the team and acting on it.

Profitable Growth

Delivering a robust business performance by:

1. Knowing your market place and external factors that predict business performance.

2. Creating and maintaining networks to ensure insight is timely and relevant.

3. Working with GM to produce a business plan that delivers growth.

4. Using all available data and insight to monitor performance, forecast and develop appropriate action plans.

5. Attend the commercial meeting weekly.

Motivating and inspiring the team to take ownership for cost efficiencies by:

1. Ensuring your team understand their impact on the achievement of profit targets and how to minimize fraud.

2. Working with your senior team to review performance against targets and instigate appropriate actions.

3. Ensuring your team know how they can affect the P&L in terms of cost savings and profit conversion.

Looking for every opportunity to provide a service that sells for guests by:

1. Genuinely caring about your guests and ensuring that the team knows how to deliver added value for the guest.

2. Controlling costs ensuring that any savings will not have a negative impact on your guests.

3. Creating the environment to enable the team to sell to guests at every opportunity.

Creating an environment where every penny really does count by:

1. Ensuring the team understand your profit targets, why these are important and our progress.

2. Relentlessly taking action required to prevent, minimize and understand guest complaints.

3. Effectively scheduling and monitoring labor to ensure that costs are controlled and guests have a great experience.

4. Role modelling for the team and recognizing others who deliver.

5. Producing action plans and completing projects to drive improved business performance.

Sustainability:

Demonstrating your personal commitment to sustainability by:

1. Actively leading energy saving initiatives and seeking ways to reduce our carbon footprint.

2. Ensuring your team understand how they can reduce their use of resources.

3. Sharing your guests and communities concern for the environment.

4. Communicating our sustainability practices and initiatives to your team.

Sales and Marketing

1. Assist the Sales & Marketing Team in achieving the targeted revenues.

2. Coordinate and conducts professionally hotel visits.

3. Maintaining and developing relationships with existing customers in person and via telephone calls and emails.

4. Arrange meetings with potential customers to prospect for new business

5. Challenging any objections with a view to getting the customer to buy

6. Creating detailed proposal documents, often as part of a formal bidding process which is largely dictated by the prospective customer

7. Gaining a clear understanding of customers' businesses and requirements

8. Making accurate, rapid cost calculations and providing customers with quotations

9. Working in tandem with the Operations Team to exceed client expectations with zero negative feedback

10. To effectively diagnose problems, thorough analyses all information/feedbacks received and strategize a win-win situation prior to presenting to the guests. Every negative situation must be resolved before the end of the Event and/or departure of the guests, whichever is the later.

11. Prepares and Go on Sales Calls to sell resort specially for MICE (Meetings, incentives, conferences, and events/exhibitions)

12. Conducts familiarization trips and site-inspections proficiently.

13. Cross-sells all BTHR brands globally where possible.

14. Provides professional advisory to the Sales and Marketing Manager, managers and executives.

15. Understands the dynamics of competing hotels, assigned or otherwise, to solicit information for strategy building.

16. Understands the total revenue impact of accounts on the hotels for better negotiation and yielding opportunities, and reviews business activities and its results to ensure goals are on pace.

17. Providing professional advisory to the Sales & Marketing Manager.

Safety and Security:

Always keeping our guests and team safe by:

1. Ensuring your team is trained, competent and complies with all health & safety, fire and security policies.

2. Fully complying with all finance policies and procedures.

3. Exercising personal care and responsibility towards yourself and others.

4. Providing a safe environment for our teams and our guests being competent to deal with crisis situations. 5. Reporting and recording hazards, accidents or near misses.

D. General

1. Contributes to the morale and team spirit within the hotel by building and maintaining supportive and effective relationships with managers and associates alike, instilling confidence and demonstrating chemistry with key constituents.

2. Be on available on call 24 hours a day to resolve any urgent problems on emergencies.

3. Ensures total quality of guest services and hospitality within his/her departments.

4. Is polite and professional in any situation where the image and reputation of the hotel are represented.

5. Attends meetings and training as required by the Sales and Marketing Manager.

6. Performs other ad-hoc assignments as dictated by the needs of the property and/or as directed by his/her superiors.

7. Ensures that all activities are carried out honestly, ethically and always within the parameters of the local laws and regulations.

8. Maintains a very high standard of personal hygiene, dress code and demeanor.