Operations Manager

Job Description

We are currently seeking enthusiastic and committed individuals with exceptional communication skills who pride themselves on their ability to deliver extraordinary levels of service and provide creative solutions.

As a Director of Operations / Operations Manager, you are responsible for assisting the General Manager, and within the Rotana Policies and Procedures, assessing, evaluating, and meeting the short and long-term needs of the hotel to ensure its success. Key responsibilities will include:

1. Oversee the entire operations of the hotel with a particular focus on Front Office, Reservations, Security, Housekeeping, Laundry, F&B, and Yield Management.
2. Represent the hotel management when interacting with guests and individuals from outside the hotel, including but not limited to current and potential clients, owning company representatives, government officials, travel industry representatives, suppliers, competitors, and other members of the local community.
3. Assist in the development and implementation of the Rooms Strategic Plan, Marketing Plan, Budget, and Goals Programme to ensure ongoing optimal Guest satisfaction, sales potential, and profitability.
4. Monitor all Quality Assurance Programmes, particularly related to Guest Satisfaction and Online Reputation Management.
5. Resolve customer complaints as appropriate.
6. Responsible for the training and development of the Rooms Division and F&B colleagues.
7. Manage the functions of all hotel personnel through supervision of hotel Department Heads.
8. Assist in monitoring present and future trends, practices, and systems in the hotel industry and determine and ensure execution of competitive programmes as directed.
9. Participate in conducting weekly inspections and ensure physical facilities are kept in optimal condition by full implementation of Preventive Maintenance Programme and Planning and Management of FF&E as directed by the General Manager.
10. Ensure Emergency Procedures are practiced and enforced to provide for the security and safety of guests and colleagues, including Fire Tests and Evacuations.
11. Monitor applicable laws and regulations, including Health & Safety, and ensure compliance.
12. Establish and maintain effective internal communications and meeting structures to ensure optimum teamwork and productivity.
13. Actively take an interest in other department functions, practices, and issues to support a guide for the benefit of the hotel.
14. Establish and maintain effective employer relationships, including open communications with all colleagues.
15. Monitor purchasing practices to ensure compliance with Rotana Policy and Procedures.
16. Comply with the hotel environmental, health, and safety policies and procedures.
17. Assist in selling the hotel through personal involvement with all potential markets as required.
18. Ensure environmentally friendly practices are implemented, in accordance with the Rotana Environmental Manual/Local Applicable Laws and Regulations.

Skills

Education, Qualifications & Experiences

You should ideally have a degree in hospitality management or a related field from an accredited college or university, with preferable previous experience in the same role or with a fundamental hotel operation background within similar market segments. You must be computer literate with effective and outstanding communication skills, both verbal and written.

Knowledge & Competencies

The ideal candidate will be a leader who is naturally hands-on, with an on-site management style, good relationship-building skills, and the ability to prioritize and make effective decisions. Ideally, you are a dynamic and entrepreneurial manager who invigorates and motivates the operation with confidence and style, while possessing the following additional competencies:

1. Understanding the Business
2. Team Building
3. Planning for Business
4. Leading People
5. Valuing Diversity
6. Managing Operations
7. Customer Focus
8. Adaptability
9. Influencing Outcomes
10. Drive for Results