Operations Manager

Job description

Company Description

Join  us at Accor,  where  life pulses  with  passion! ​

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.​

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.​

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!​

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.​

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality   is  a  work  of  heart , ​
Join  us and  become  a  Heartist ®.

Job Description

·  Provide timely and thoughtful guidance, coaching, leadership and expert support to all departments.
·  Ensure consistent compliance with hotel policies and outstanding, intuitive guest service while maximizing departmental profits.
·  Proactively and thoughtfully anticipate and prevent negative guest experiences through training; communication; planning and organizing.
·  Oversee all projects within the property; work closely with Head Office; EXchange building management; suppliers and the community to enhance the guest experience and workplace environment.
·  Resolve any guest complaints, handling all guest interactions with the highest level of hospitality and professionalism in an accurate and timely manner.
·  Provide trouble-shooting support for all hotel services such as internet, TV and in-room tablets.
·  Ensure compliance of company’s hotel policies, SOP’s and any applicable laws and regulations.
·  Understand the importance of Guest Reviews on sites such as TripAdvisor, Expedia, Booking.com & Google Reviews, whilst replying in a timely manner.
·  Manage guest communication for pre-arrival, in-house and post-departure via the communication tools.
·  Regular review of hotel’s website and OTA channels to ensure all information is accurate.
·  Oversee the ordering process for both departments to ensure spending is kept within budget at all times.
·  Organize and host staff appreciation days throughout the year, celebrating hotel and team member achievements.
·  Assist departmental leaders with job advertising, recruitment, induction plans and training.
·  Perform miscellaneous duties and assists Regional General Manager as directed.

Qualifications

Minimum 3-years as Front Office Manager or Rooms Division Manager in a four or five-diamond property.
Must have a passion for delivering outstanding service.
Ability to build trust and relationships with all levels of employees.
Self-motivated, decisive, responsible and driven to achieve goals.
Strong interpersonal skills, exceptional oral and written communication skills are essential.
Ability to think independently, possess good judgement, proven problem-solving skills and effective decision-making skills.
Experience with RoomKeyPMS, as well as other hotel operational systems and platforms
Arabic - english language 

Additional Information

Your team and working environment:
In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture
Note: Customization may be included for any specific local or legislative requirements, such as work permits
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.