Director of Operations

Job Description

*Administration

• Ensure that the Rooms Division, Food and Beverage activities are aligned with the respective Corporate & Hotel Strategy, and that actions based on strategic plan are implemented where appropriate.
• Represent the Rooms Division and Food and Beverage function on the hotels Leadership Committee.
• Oversee the preparation and update individual Departmental Operations Manuals of each of the areas.
• Conduct regular divisional communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.
• Ensure Policies and procedure are well in place

Customer Service

• Ensure that all colleagues deliver the brand promise and provide exceptional guest service at all times.
• Spend time in public areas observing associate-guest interaction, working through Heads of Department to coach associates in guest service skills as necessary.
• Handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• Drive customer satisfaction scores through key drivers of the Hotel through teams, coach and reward colleagues for us to achieve our set target.

Financial

• Maximise associate productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
• Ensure that each profit centre (e.g. Outlets, Rooms, Laundry and Spa) is operated in line with maximising profit while delivering on the brand promise.
• Ensure that each cost centre operates with the lowest possible cost structure while also delivering on the brand promise.
• Oversee the preparation of an Annual Business Plan for Rooms Division and Food and Beverage and update their annual marketing plan.
• Strategically analyse business performance to facilitate accurate and meaningful forecasting, involving the respective Heads of Department as appropriate.
• Proactively manage costs based on key performance indicators, working through the respective Heads of Department as appropriate.
• Ensure that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information
• Constantly evaluate local market trends, vendors and other Hotel/Restaurant/Spa operations to make sure that the hotel s own operations remain competitive and cutting edge.
• Partner with the Marketing team for opportunities to increase awareness and ultimately business.
• Actively participate in weekly yield and revenue management meetings, overseeing the appropriate pricing structures to maximise yield and overall profits for each of the areas.

Operational

• Coordinate with Security to ensure for short and Long term planning of Safety and Security operations of the hotel, complying with all brand standards and audit/statutory related requirements
• Overview Spa operations to ensure that Spa and Fitness Centre facilities comply with all minimum brand standards
• Coordinate with Housekeeping and Laundry to ensure that Housekeeping and Laundry centre facilities comply with all minimum brand standards
• Ensure that all brand standards in Food and Beverage including Culinary have been implemented.
• Monitor all operations, working through the respective Head of Department to make adjustments where necessary and ensure reporting department comply with.
• Provide feedback of the results of Coyle Audit in all operational areas and to ensure that the relevant changes are implemented.
• Encourage Associates to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.

Personnel

• Oversee and assist in the recruitment and selection of all Rooms / Food and Beverage /Spa Associates. To make sure that Heads of Department follow hotel guidelines when recruiting and use the Leadership Profile for selecting their Associates.
• Maximise the effectiveness of Heads of Department by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.
• Participate in the annual performance cycle for key colleagues of the operational departments and help them in their professional development goals. To ensure that they in turn conduct annual Performance Development discussions with their Associates.
• Ensure that each Head of Department plans and implements effective training programs for their Associates in coordination with the Learning Manager and their Departmental Trainers.
• Support the implementation of demonstrating and reinforcing of Hyatt s Purpose & Values.
• Ensure that Associates follow all hotel, company and local rules, policies and regulations relating to fire, hazard safety, and security.

Other duties

• Represent General Manager in his absence for key meetings including owner relationship.
• Attends and contributes to all training sessions and meetings as required.
• Is knowledgeable in statutory legislation in employee and industrial relations.
• Exercises responsible management and behavior at all times and positively representing the hotel management team and Hyatt International.
• Maintains strong, professional relationship with the relevant representatives from competitor hotels, business partners and other organizations.
• Reads the hotels Employee Handbook and have an understanding of and adhere to the hotels rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
• Ensures high standards of personal presentation and grooming.
• Responds to changes in the Food and Beverage function as dictated by the industry, company and hotel.
• Carries out any other reasonable duties and responsibilities as assigned.

, *Ideally with a university degree or diploma in Hospitality or Tourism management. Minimum 2 years work experience as Director of Operations, or Assistant Director of F&B in large property. Good operational, administrative and interpersonal skills are a must.

Keyskills :
revenue managementmarket trendsfinancial goalscustomer complaintsrooms divisiontraining programssecurity operationsrecord keepingprofit centrekey performance indicatorshotel managementguest service