Job Description Position: Director of Operations Hotel: Mount Juliet Reports To: Resort General Manager Responsible For: In conjunction with Resort General Manager, formulate, implement and the drive business operation of Hotel, through the four core values of: Customer, Quality, People and Profit. Key Result Areas Operations Managers are accountable for managing seven Key Result Areas of the business: Customer Service Actively seeking verbal feedback from customers on a regular Driving a service culture, basis which delivers outstanding Agreeing and implementing actions to make improvements to customer service through customer service all aspects of the business. Positively dealing with and learning from customer complaints Creating an environment and comments where everyone in the Making sure all customer requests and queries are responded to hotel is focused on promptly and effectively “walking the extra mile” to Creating and maintaining relationships with key revenue- deliver outstanding producing customers customer service Regularly monitoring levels of customer service in all areas against Brand Standards Achieving positive outcomes from customer complaints Using customer feedback to activate long-term improvements to products and services Managing the Operation Ensuring that all departmental rotas and job schedules for staff To plan, organise and meet the business needs control the day-to-day Communicating and delegating duties to the team operation Understanding what’s going on in all departments and implications for other departments within the Hotel Planning ahead and ensuring adequate resources are available Managing the Hotel Operation and taking action where necessary to ensure smooth running in the absence of the Hotel Manager Ensuring that shift handovers and briefings are carried out Maintaining in-depth technical knowledge and skills required for the job Specific Job Accountabilities To ensure all in-coming sales (through whatever medium) are handled efficiently, effectively and successfully in order to maximise their sales/profit potential Compilation of the departmental Balanced Scorecards Responsible for Hotel Health & Safety, management of health & safety meetings and ensuring that all legal requirements are met Ensure that the Fire Champion is legally fulfilling their role Food & Beverage calendar of events on a quarterly basis Conducting weekly revenue forecasting Weekly control of payroll and manning percentages Attending and contributing to weekly Business Development meetings Upkeep of the grounds and external areas of the Hotel Attending the employee forum meetings Managing People Understanding the quantity and quality of people needed to Development operate within the hotel To select, train, coach and Carrying out selection interviews and making effective develop people to meet recruitment decisions current and future needs Planning and ensuring departmental orientation is carried out of the department and the Ensuring Brand Standards Training and assessment is carried out hotel Regularly reviewing individual and team performance against objectives and providing feedback through “walkabouts”, 1:1s and team meetings Developing and implementing department training plans to meet business needs Reviewing and evaluating all training activities Carrying out annual appraisals with managers under your responsibility Ensuring compliance with all personnel practices and procedures To actively promote equal opportunities through promotion of policies, procedures and ensure actions taken by self and all employees are consistent with the Company’s requirements. Financial Performance Ensuring accurate forecasting across all aspects of the business To maximise hotel Predicting potential highs and lows in the business and initiating profitability necessary actions Ensuring Department Managers have and utilise up-to-date financial information Analysing variances and initiating appropriate action plans Managing costs to optimise profit conversion and deliver the plan Forecasting potential revenues and costs Following company control procedures Controlling costs without compromising standards Specific Job Accountabilities Ensure commercial management techniques of availability control are applied to achieve the maximisation of accommodation revenues using the following tools: Analysis of booking patterns, market trends and occupancy analysis Monitoring competitor performance Analysis of actual performance against forecasts Create and implement an in-house sales plan for the hotel in conjunction with the Hotel Manager/General Manager and Sales Manager Managing Brand Maintaining the hotel product in line with Brand Standards Standards Having detailed knowledge of departmental Brand Standards To ensure Brand Being able to explain the Standards to the team Standards are consistently Assessing staff performance against Standard delivered throughout the Monitoring Standards through regular Brand Standards Review department checks Developing action plans to address shortfalls in Standards Implementing and following through improvements identified Managing the Team Understanding the aims of the hotel and the department’s role in To provide and achieving it communicate clear Communicating aims to the team direction to the team Agreeing departmental objectives for self and team Representing the needs of the team to others in the hotel Getting members of the team to work co-operatively with others Keeping the team up-to-date about departmental, hotel and company activities through regular communication Managing Health & Understanding relevant H&S legislation and the implications on Safety the operation of the department To ensure the health, Communicating to the team their responsibilities within H&S safety and well being of Ensuring that safe and healthy working practices are customers and all hotel implemented at all times staff Responsible for Hotel Health & Safety, management of health and safety meetings and ensuring that all legal requirements are met Ensure that the Fire Champion is legally fulfilling their role Key Performance Food and Beverage Stock % Indicators Payroll % Target GOP Personal Competencies These are the personal skills, qualities and attributes that influence how well a manager performs his/her role as a leader, and as a member of the management team. Self Management Sets and strives to achieve high personal performance standards Plans, organises and uses a systematic approach to get things done Manages time and resources effectively Prioritises actions and manages tasks through to completion Actively seeks opportunities to develop and learn from experience at all levels Communication and Communicates openly and clearly both verbally and in Leadership Skills writing Pitches information at the appropriate level Listens and is sensitive to the needs of others Develops positive working relationships at all levels Effectively delegates to get things done Manages conflict effectively Motivates and inspires the team to perform Problem Solving and Collects and analyses relevant and accurate information Decision Making about a problem Seeks innovative solutions Makes conscious decisions to go for action Accepts personal responsibility for making things happen Constantly reviews in order to improve Pro-Active Behaviour Self-reliant, working with minimal control and direction Acts on own initiative when appropriate Takes calculated risks to achieve results Thinks ahead, developing contingency plans where necessary Has drive and determination to succeed Contributes and is effective when team working with peers Influencing Skills Presents powerful arguments which persuade others Expresses confidence in own ideas and networks with others Gains commitment to action from a range of people Flexibility Adapts quickly and positively to new situations Continues to be productive in changing circumstances Can handle more than one task/situation at a time Adapts work emphasis to ensure profit delivery through people and product This Job Description is not intended to define a definitive list of duties and responsibilities and is subject to regular review to ensure that it accurately represents the key requirements of the post holder.
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