Operations Manager

Responsible to provide customer focused service to the guests ensuring their stay will become an unforgettable experience.

Key responsibilities

• Ensure that Front desk operations (check-in/out, payments, keep area tidy, answer and redirect all incoming calls and e mails, receive letters or packages and distribute them) are carried out in a smooth and exceptional manner, manage all tasks, their respective delegation and follow-up schedule shifts
• Maintain effective communication with all related departments especially housekeeping, maintenance and reservations to ensure smooth service delivery
• Have constant detailed hotel product knowledge, up to date with guest, VIP arrivals and events within the hotel premises
• Ensure that all guest registrations are completed and correspond with Pylon PMS guest information
• Oversee the front office procedures and offer guidance and support entire team; maintain high visibility with guests and employees
• Participate in staff selection procedure, identify training needs, oversee training, perform employee appraisals
• Supervise that health and safety standards are met and that all employees work in a safe environment and have knowledge of recent health and safety regulations
• Prepare reports for management information
• Manage suppliers FF&E, Hotel Equipment and third-party services in accordance to the Hotelbrain procedures.
• Assessing and reviewing customer satisfaction and service recovery processes.
• Providing timely and constructive feedback to all Hotelbrain Headquarters, reporting either formally or informally
• Responsible for the overall management of the operations of the assigned hotels.
• Any other duties assigned.

Qualifications / Personal characteristics

• 1 year of experience in a similar position