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Job description

yndham Hotels & Resorts is looking for a Operations Manager to oversee the daily operations of our hotel in Leicester!

As a Operations Manager, you will be responsible for the day-to-day management of the hotel and its guest amenities. We are looking for an enthusiastic team member who is willing to work hard and deliver a high-quality experience for our clients. The goal is to enhance customer satisfaction, increase sales, and ensure long-term success.

Position Overview:

A manager with excellent level of commercial awareness and hotel operations, who can build and maintain relationships with internal and external guests. Also responsible for highlighting short/medium/long-term issues to the General Manger and help formulate solutions. The Operations Manager might also be required to assist in the preparation of the annual budgeting and monthly forecasting processes.

Responsibilities

• Oversee daily hotel operations to ensure maximum efficiency and customer satisfaction
• Develop and implement marketing strategies to increase market share
• Establish professional staff behavior and training methods to ensure high quality staff availability
• Oversee staff recruitment and retention
• Regularly review operational performance and make necessary adjustments
• Build strong customer relationships by providing the best services and quality products at the lowest cost
• Ensure compliance with all applicable laws, regulations and company policies
• Maintain a safe and clean hotel environment for customers and employees
• Liaise with other departments to ensure smooth running of the department
• Support and work with all Head of Departments in all aspects of running this hotel.
• Ensure the premises are in operative condition to receive & serve the guests.
• Conduct regular operations team meetings with all the HOD to discuss routine operational matters, sales targets, guest feedback and action taken for service recovery, and also any team member issues.
• Inspecting all department with their respective Manager's for cleanliness, ambience, service readiness, staff grooming & hospitality culture.
• Monitor the co-ordination between all departments for smooth & efficient operations.
• Assessing and reviewing customer satisfaction and service recovery process.
• Meet all dept. heads to review & train the staff to upkeep the human capital.
• Identifying staff learning needs and assisting with development.
• Providing timely and constructive feedback to all direct reports as and when required either formally or informally.
• To ensure that all guests are dealt with promptly upon arrival and departure, following the Company’s standards.
• Carryout, review and update where appropriate, all Reception, Reservation and Housekeeping procedures, as per Company policy and implement accordingly.
• To achieve a consistently high standard in the company Quality Audit programme on matters relating to the Rooms Division Brand Standards
• To liaise with External Housekeeping Contractor on a daily basis to ensure Minimum Brand Standards are met and maintained.
• Sign off all Housekeeping related Hotel expenses when satisfied that they are accurate.
• Ensure that the team are correctly uniformed, in line with Company Standards and understand the importance of personal hygiene.
• Ensure that the team are punctual, polite, courteous and helpful to guests and colleagues at all times.
• To assist with the prevention, recovery and investigation of any complaints.
• All appropriate departments are to be informed of any guest special requirements/needs.
• To ensure that all team members are trained and fully conversant with the company “I Am” customer care programme
• To prepare, monitor and check department rotas in line with forecast and service and business needs.
• Control departmental costs through correct storage and distribution of supplies.
• Purchase / order departmental supplies and carry out monthly stocktake and action and discrepancies in line with company standards.
• Maintain financial awareness and understanding of how the role impacts the hotel Profit and loss account and the business as a whole
• To ensure that all events and group bookings have terms and conditions and contracts.
• To take an active role in the weekly and monthly forecasting and annual budgeting process along with the development of the Sales Action Plan, with the GM.
• To maintain all accounts procedures to ensure that there is an accurate production of bills, complete with relevant back up documentation, to be sent to the client within 24 hours of departure.
• To ensure that credit is only applied to companies once the relevant checks have been conducted via the finance department
• To Manage the Guest accounts and PM account to facilitate prompt settlement or correct transfer to the Ledger.
• To monitor and chase all Credit card queries and Charge backs to safeguard monies genuinely owed to the company.
• To ensure that all reservations are directly inputted onto the PMS computer system, and maintenance of an accurate filling system.
• Ensure that no shows and cancellation charges are dealt with daily.
• To develop a year planner, therefore identifying and managing seasonal peaks and business trends. Therefore, maximising yield, and achieving rooms budget.

Skills

• Proven work experience as a HOD within Front Office or F&B, in the hospitality industry (1-2 years) is preferred but not required
• Knowledge of hotel management software (MS Office) and booking systems is preferred but not required. We will train the right candidate with the right equipment.
• Strong leadership skills in identifying opportunities for improvement and creating a positive environment for staff morale and productivity.
• Customer service orientation

Job Types: Full-time, Permanent

Salary: From £26,500.00 per year

Benefits:

• Company events
• Company pension
• Employee discount
• On-site gym
• On-site parking

Schedule:

• Day shift
• Monday to Friday
• Night shift
• Weekend availability

Supplemental pay types:

• Bonus scheme
• Performance bonus
• Yearly bonus

Ability to commute/relocate:

• Leicester: reliably commute or plan to relocate before starting work (required)

Education:

• A-Level or equivalent (preferred)

Work Location: In person