Operations Manager

at  The Heritage

MAIN DUTIES

O Full responsibility for the operational management of the entire hotel.
O To maintain the standard operating procedures for the property.
O To assist in all operational departments as required.
O To co-ordinate with the front desk and reservations to ensure exceptional guest experience.
O To oversee all guest services to ensure exceptional guest experience.
O Ensure that training is taking place throughout managed departments.
O Report to Deputy General Manager regarding all duties and responsibilities.
O To always have a constant visible presence within the lobby area and at the entrance to the hotel.
O Use guests name at every opportunity.
O Ensure offer of assistance with luggage and to valet park a vehicle is always made.
O Always smile, have constant eye contact, positive body language, pride in position and appearance. Use initiative and make guests as comfortable as possible.
O Maintain a professional and friendly demeanor without ever getting too casual or familiar with guests.
O Be available to make reservations and bookings for hotel guests, all reservations must be confirmed with the guest once made.
O To ensure all front of house areas, lobby, public rooms, are clean and tidy to the required standards. The lobby must remain clear of luggage.
O To liase and have constant communication with the front desk reception & reservations teams.
O To liaise with Senior Management during the day with regard to any irregularities.
O To ensure effective communication with other departments within the hotel.
O To assist guests with any queries they may have.
O To assist the front desk colleagues where a queue may develop and take ownership for proactively adapting the ‘mien host’ role.
O To assist the reception team with check-ins and check-outs if required.
O Responsible for ensuring that guest wake up calls are delivered each morning in accordance with the log compiled by the front desk colleagues.
O To deliver newspapers as required to guest bedrooms and public areas of the hotel.
O If a guest offers a gratuity it should be accepted graciously, there should be no attempt by colleagues to pries a gratuity from our guests.
O Responsible for maintaining the hotel ambience at all times. Music, lighting and presentation of the lobby areas are your main focus.
O To ensure security and key control procedures have been adhered to.
O To be fully familiar with all daily events in the hotel, meetings, conferences, weddings, VIP Arrivals, Fam Trips, Site Inspections etc… and liase with relevant departments.
O To familiarise departmental colleagues with sales and promotional offers which may be taking place.
O To ensure that all vehicles e.g. company bus etc. are operated in line with trained instruction and are maintained in clean working condition.
O To turn off unnecessary lighting, fans and heating throughout the building and to be fully aware of energy conservation.
O To create and maintain an effective working relationship with colleagues and managers
O To receive orders, prepare and service light refreshments to guest’s rooms and the lobby if required.
O The storage of luggage in the luggage store must be neat, tidy, properly organized and it should be easy to retrieve, any item, once stored. All luggage items must be tagged and duplicate tag given to guest.
O When ever a guest is looking for internal directions, if possible a member of the Concierge Team should escort the guest to their destination, if this is not possible then motion directions with hand and not a finger.
O Have a wide range of knowledge of the hotel and the local area, places to visit etc…. It is imperative that we believe in what we tell our guests and offer them the best information and advice that is available - all in-house services incl. Bars, Restaurants, Health & Fitness Club, Spa must be promoted before external facilities.
O You are responsible for the knowledge made available to guests on all local and national amenities, facilities and services. Your understanding and appreciation of this knowledge is paramount, you should ensure all concierge colleagues are fully trained on same.
O Provide extra security in and around the lobby and guest floor areas, it is essential to remain vigilant at all times. Also that daily fire walks are carried out and recorded in the Fire Register Book.
O To assist if required with meeting room set-up or service.
O To assist with service in any area through-out the hotel if required e.g. restaurants, bars, conference & banqueting etc.
O To provide show-arounds of the hotel and resort to potential guests.
O To maintain the Health & Safety Book and ensure inspections are completed.
O Welcoming guests to the hotel using our standard greeting.
O Organising wedding arrivals and cloak room facilities as needed.
O To communicate with all management on difficult or demanding guests, ensure relevant departments are notified.
O Responsible for the up-keep and maintenance of the Hotel Van etc…ensure NCT, Road Tax, Insurance, Regular Service is kept up to date.
O Provide supervision to ensure that all public area toilets and smoking areas are maintained and inspected regularly.
O As Guest Services Manager Duty Management shifts will form an integral part of your daily shift.
O Ensure all colleagues wear name badge and correct uniform at all times.
O Be aware of all Personnel policies in relation to colleagues rules etc.,
O To ensure all colleagues receive adequate training during and on commencement of employment following a structured training plan and that all new colleagues attend induction.
O Compile weekly rosters and check daily ensuring adequate cover in line with business levels.
O Ensure Revenue & Payroll Forecasting is completed in a timely fashion on a weekly basis.
O Responsible for ensuring Clock In and Clock Out procedures are completed daily by all colleagues including supervisors. Ensuring breaks are also recorded by clocking out & in on a daily basis, this is a legal requirement
O Communicate with the HR Department weekly on colleague levels and recruitment requirements.
O To deal with all colleagues queries on a day to day basis and refer to HR when necessary.
O Responsible for ensuring that all colleagues are given all start up documents i.e. Contract of Employment, Colleague Handbook, Job Description etc. available from the HR Department and that these documents are returned by the colleagues member along with legal requirements such as Passport, GNIB etc. (in the case of non nationals) to the HR Department prior to commencement.
O Introduce and maintain a training programme for all new and existing colleagues.
O Ensure daily standards training i.e. ’15 Minute Training’ is completed and recorded with all colleagues and sign off sheets given to the HR department at the end of each month.
O To participate in all training programmes that you are scheduled for you and your team.
O Attend Management meetings as requested.
O To carry out regular Departmental meetings.
O As a member of the Management Team, you must be willing to carry out duties outside of your department if called upon to do so. Your team will also be expected to assist in other areas of the resort if and when requested.
O To carry out job chats and performance appraisals with all your colleagues.
O To inform the HR Manager of any issues relating to colleagues and be involved in disciplinary procedures where necessary.
O To ensure all colleagues have been trained in complaint handling and that complaints are dealt with in a courteous and sympathetic fashion and reported to Senior Management if necessary.
O To ensure that all colleagues including all management eat within the designated colleagues canteen only (No.19).
O To work towards achieving high results in the Mystery Guest Reports.
O To utilise leadership skills and motivation to maximise colleague productivity and satisfaction
O To identify training needs and to work directly with the H.R team to ensure skills and training is maintained to the standards set.
O To utilise leadership skills and motivation to maximise colleague productivity and satisfaction.
O To encourage, develop and manage effective colleague relations within the hotel.
O To ensure the Hotel Front of House operation follows all applicable laws, hotel policies and corporate standards.
O Ensure that you are fully familiar with the company’s Information Security & PCI DSS Policy and that you have completed the PCI online training.
O To be full conversant of current licensing laws relating to the hotel.
O To ensure full compliance with GDPR