Operation Manager

Responsibilities:

• Direct accountability for Front Office, Reservations, Housekeeping, Food and Beverage, Maintenance, Information Technology and all outsourced services which for the time being will be Security, Air-conditioning Maintenance and Landscaping.
• Being fully responsible for ensuring that the guest experience meets the highest possible standard at all times within the area of accountability.
• Managing all expenditures within the areas of accountability within the budgetary constraints, limits and policies as set from time to time.
• Ensuring that staffing is managed optimally within the area of accountability at all times, meaning the maintenance of a balance between staffing levels that can deliver on the guest experience etcetera whilst not incurring any unjustified staffing expenditure.
• Actively developing the knowledge and skills of your direct reports.
• Ensuring that all revenue management standards applicable are always met within the areas of accountability.
• Delivering on all such other assignments and/or accountabilities as are assigned by the General Manager.
• Contributes to implementing, monitoring, and improving the annual business plan when and where required.
• Able to provide client and market-related intelligence to the Sales and Marketing department by ongoing market segmentation analysis, identifying business trends and maintaining key client relationships.
• Contributes to ensuring the YTD profit per budget is achieved by all Departments under his or her responsibility.
• Share responsibility for the Hotel’s financial and operational results and long-term sustainability.
• Assist in checking, analyzing, and reporting on monthly management accounts for his or her departments.
• Share accountability for all BON Hotels Policies regarding all matters being adhered to.
• Share responsibility for all BON Hotels Policies regarding the audit requirements of:
  • Internal audits
  • Statutory audits
  • Procurement audits
  • Hygiene audits
  • Risk Audits
  • Mystery Guest results
  • Guest Questionnaire feedback
  • Human resources audits

• Contribute to acting on the results of the above audits in order to achieve set targets.
• Contributes to ensuring that all laws, regulations, licenses and BON Hotels policies pertaining to the operation of the Hotel are adhered to.
• Share accountability for the maintenance of all standards in the Hotel at all times.
• Contributes to ensuring timeous and accurate submission of routine and special reports in terms of BON Hotels policy and directives issued by BON Hotels executives.
• Share accountability for implementation, adherence, and management of all applicable guest satisfaction mechanisms focusing on ongoing service and product improvement resulting in guest loyalty.
• Assist in monitoring and measuring staff productivity in order to control resource planning in alignment with revenue streams. Assist in completing employee performance reviews of all heads of the department under his or her accountability every quarter (Monthly if HOD is within their probation/counseling period).
• Forms part of Executive Duty Management team and as such will be available to answer guest queries, and complaints, ensure operating standards of the Hotel are achieved and be responsible for the Hotel security whilst acting as Duty Manager.
• Complete Duty manager checklist and White Glove room checklists per shift and communicate their findings and actions taken to the hotel management team during the morning feedback session.
• Contributes to ensuring proper records and filing systems are kept within all Departments.
• Serves on the following committees:
  • Staff consultative forum
  • Health and safety committee
  • Learner ships and development committee
  • Any other committee roles as determined from time to time

• Chairs the following daily meetings in absence of GM:
  • Morning briefing
  • Management meeting
  • Pricing meeting

• Chairs the following (bi) weekly meetings in absence of GM:
  • Bi-Weekly HOD meetings
  • Weekly Operations meeting
  • BOD meeting (Banqueting, O-status (Zero Status), Debtors)

• Chairs the following monthly meetings in absence of GM:
  • Health and Safety meeting
  • Sales and Marketing meeting (attendance)
  • Staff Merit Award ceremony
  • Internal financial review – month-end

Liaises With:

• All Heads of Departments
• Financial Manager
• Human Resources Manager
• Sales and Marketing Manager
• Outsourced contractors