Operations Manager

Job description

Job Description

·  The Operations Manager is responsible for assisting with the planning and managing of the operations of the hotel to achieve customer (guests, employees, corporate and owners) satisfaction and quality service while meeting/exceeding financial goals.
·  The Operations Manager is responsible for planning, organizing, directing and coordinating management activities of the operations in conjunction with the Cluster General Manager.
·  To plan and execute the activities of Front Office, Housekeeping, Food and Beverage, Security & Conventions to ensure adherence to the standards, policies and procedures of Novotel Visakhapatnam Varun Beach.
·  Puts focus on all sentiment scores and RPS while creating plans with all operational departments for continuous improvement and development of guest satisfaction, process improvement and optimization.
·  Works closely with the Cluster General Manager and Cluster Financial Controller to create plans to optimize the P & L and cost efficiency plans.
·  Play an active role in planning of marketing promotions in various areas of the hotel
·  Be a brand ambassador and use the I-Auditor app to do regular audits and share results, build action plans to ensure 100% brand standard is followed.
·  Be a part of the all meetings lined up of operational departments and lead the meeting.
·  Contribute effectively to guest experiences, manage all guest responses, organize guest meet ups, work with line team members to develop guest experiences, make operations smoother and easier.
·  Spend major part of the day on the shop floor assisting to keep check on operations, guest’s movement, guest satisfaction etc.
·  Ensure weekly departmental briefings are conducted with the Operations Manager presence once a week.
·  Review all guest pre arrival details with all departments.
·  Ensure on floor operational team morale, difficulties and operational needs are communicate to the T & C Manager and Cluster General Manager while finding solutions
·  Pre approve all operational expenses and plans prior to it being signed off by Cluster GM.
·  Be a representative of Accor in hotel management schools, during trainings and other areas where Accor seeks to create a reputation and outreach.
·  Review monthly F & B and Rooms promotion calendar and get it approved from Cluster General Manager.
·  Demonstrates and communicates short and long term focus.
·  Ensure adequate coverage of managers on shop floor, weekends and plan / coordinate MOD’s. Evaluate and implement MOD report findings & suggestions
·  Liaise with all departments to ensure smooth operations at the hotel.
·  Do monthly/weekly fire & safety and other relevant operations audits.
·  Work closely with sales & marketing teams to take feedback from clients and enhance guest experience as well as give opportunities to sales team to sell the hotel product better.
·  To check and evaluate daily evalpack prior to Cluster General Manager approval and ensure Accor Focus Guide points are followed a 100% across all operational departments.

Additional Information

·  Responsible for daily administration, meeting and greeting, dealing with guests’ queries and complaints, and booking rooms. visitors
·  Maintain high standards of customer services at the Reception desk so that customers’ expectations are consistently exceeded.
·  Motivate and develop Reception team to ensure smooth functioning of the department and promote teamwork.
·  Any matter which may affect the interests of Novotel Visakhapatnam Varun Beach should be brought to the attention of the Management.