Operations Manager - Hospitality

We are currently hiring an Operations Manager for KAY Hospitality to be part of our dynamic team. You will be responsible for budgeting, planning, executing and directing the activities of the company in a designated area to achieve excellent top/bottom line objectives specifically with KAY Homes Properties. Identifying the growth opportunities, ensuring seamless operations and spearheading the establishment. Leading the multi functions team, monitoring the volume of business and submit activity reports. This position should be capable in developing techniques in making the holiday homes seamless operations and processes to ensure excellent customer service and to uplift the day-to-day operation. Provide leadership and strategic planning to all departments in support of hotel’s service culture, maximize operations and guests’ satisfaction. Regularly perform benchmarking exercises, industry research and advise management on new trends and how the Hotel should respond to dynamic market conditions.

The role is accountable for including but not limited to coordinating and maximizing the operation’s physical and human Resources, develop policies and procedures, achieving optimum standards of service and value to guests and customers within bottom line’s objectives and in a manner consistent with the company’s philosophy and policies. You will be responsible for all activities that affect operation of the holiday homes, including developmental plans, expansion plans, housekeeping standards, customer service processes and all activities related to marketing and business development. Organize and train staff, supervise day-to-day operations, maintaining high property standards of customer service and staff co- operation.

Key performance indicators are, hike in occupancy rate, ADR maximization and OTA Ratings improvement.

Job Responsibilities:

· Develop all business processes and policies needed to optimize and improve efficiency of operations.

· Be responsible of the overall holiday homes properties in operations and strategic functions.

· Design strategy and set goals for growth

· Maintain budgets and optimize expenses

· Ensure employees work productivity and develop professionalism in required skill set

· Evaluate and improve operations and financial performance both top line and bottom line.

· Prepare regular MIS reports for upper management i.e. occupancy rate, ADR, maintenance etc.

· Ensure staff follows health and safety regulations

· Provides quality leadership and a positive upbeat image for the operation and its amenities.

· Assures the smooth, efficient daily operation of the holiday homes operation to provide guests with the environment that serves as a benchmark for property’s reputation and goodwill.

· Works closely with the functional heads to develop and implement creative initiatives to increase customer satisfaction and department revenues.

· Plans and promotes external and internal marketing sales promotional activities for the holiday homes operation.

· Oversees and directs the personnel function of the company including recruitment, hiring, orientation, training & development, coaching, counseling, wage & salary administration, labor relations with PRO, performance appraisals and succession planning.

· Develops and implements an Operations Manual to include an intensive Orientation/training program.

· Develops and implements a Human Resources Policies & Procedure Manual & Employee Handbook.

· Ensures that a positive spirit & healthy working environment exists across all the operations.

· Ensure working environment that is free from safety risks and all forms of employee harassment.

· Maintain an effective department communication program where employees are treated in a fair, firm, and consistent manner.

· Manage the full management and operation of the hotel and all departments such as manpower, housekeeping, security, public relations, marketing, sales and other services.

· To look after the sales and marketing of KAY Hospitality with the aim to increase the revenue percentage of KAY homes while maintaining the ADR at maximum.

· Increasing the current OTA’s rating from 8. 5 to 9

· Corporate client handling and take part in new client acquisition along with the sales & marketing team whenever required.

· Develop and implement hotel operating controls, SOP’s, policies, procedures and service standards.

· Manage on-going profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded.

· Brand Management of KAY Hospitality

· Maintain a constant contact with the inhouse guests. Ensure their comfort, satisfaction and requirements are met and if any, work to resolve their issues/complaints as quickly and efficiently as possible.

· Responsible for the maintenance of the hotel both internally and externally and to ensure optimal use of the asset.

· Maintain a company culture that encourages top performance and high morale.

· Prepares annual operating and capital budgets for the operation and, after approval, manages and controls the operations to attain the desired results.

· Provides input to all operations personnel regarding annual budgets, capital spending plans, fiscal controls, and operational guidelines.

· Installs controls and cost-effective procedures related to employee payroll, purchases, inventories, and supplies.

· Responsible for the approval of contracts, all accounts payable, all labor cost payouts, and maintains them within the constraints of the budget and through close coordination with and approval from the Management and Controller.

· Maintains an up-to-date MIS (management information system) report, which can be counted for timely and accurate information for the operations. This includes properly recording receipts.

· Ensures that credit is only granted within the company policy.

· Ensures that adequate cash control procedures are followed, and that documentation for same is reported in an accurate and timely manner.

· Understands and abides by KAY Hospitality policies and departmental procedures. Suggests changes, and may direct the implementation of change.

· Maintains awareness of all safety and security relevant to the operation.

· Responsible for the general care, maintenance, and upkeep of all facilities.

· Assures consistently that the operation is operated in accordance with all food and beverage health and safety regulations; as well as all local applicable laws.

· Delegates appropriate authority to his/her assistant managers, yet remains responsible for all operations of the department, making those changes deemed necessary for the department’s successful operation.

· Uses good judgment in identifying issues to be brought to senior management and suggests proper solutions to any and all matters.

· Contributes to company growth by identifying and communicating potential development opportunities.

· Establishes and maintains effective communications with owning company and keeps fully aware of its organization operating structure.

· Chairs daily briefing with operations staff to;

a) assume awareness of special events, targets etc.

b) involve and motivate

c) pinpoint responsibilities

d) discuss & solve problems

· To ensure the proper maintenance of the operation’s physical facilities resulting in employee and guest safety, orderly operations, good appearance, compliance and legislation, suitable working conditions and cost control.

· To ensure that appropriate systems and controls are in place and able to produce regular and accurate information for corporate office analysis.

Qualification and job requirements:

· Bachelor in Hotel Management or similar discipline

· Proven 12+ years’ experience as an Operations/Hotel Manager or similar executive role

· Experience in planning, business development and budgeting

· Knowledge of business process and functions (Finance, HR, procurement, operations etc.)

· Strong analytical, organizational and leadership skills

· Excellent communication skills in English

· Problem-solving and can-do aptitude

· Knowledgeable of ERP systems and of latest technology

· Open for Psychometric or Aptitude tests

Competencies:

· Planning and Organizing - Sets clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organizes resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.

· Formulating Strategies and Concepts - Works strategically to realize KAY Hospitality’s goals; sets and develops strategies; identifies and develops positive and compelling visions of the organization’s future potential; takes account of a wide range of issues across, and related to KAY Hospitality.

· Deciding and Initiating Action - Takes responsibility for actions, projects and people; takes initiative and works under own direction; initiates and generates activity and introduces changes into work processes; makes quick, clear decisions which may include tough choices or considered risks.

• Driver for Results - Sets high standards for quality of work; monitors and maintains quality of work; works in a systematic, methodical and orderly way; consistently achieves project goals; focuses on the needs and satisfaction of internal and external partners; accepts and tackles demanding goals with enthusiasm. Required strong analytical skills, data management, derive conclusion from analysis and business case development.

· Relating and Networking - Easily establishes good relationships with external partners and staff; builds wide and effective networks within KAY Hospitality and with external parties; relates well to people at all levels; manages conflict; uses humor appropriately to enhance relationships with others. Ability to establish and maintain professional and effective working relationships with employees, supervisors, other departments, and external entities each of which require cooperative efforts on both sides.

· Leading and Supervising - Provides others with a clear direction; motivates and empowers others; recruits staff of a high caliber; provides staff with development opportunities and coaching; sets appropriate standards of behavior. High energy level required, with strong leadership skills, independent thinking, strong organizational and planning abilities and excellent analytical and problem solving.

· Analytical, Accounting and Mathematical Skills – Significant exposure to economic and accounting principles, which includes the practices in the financial markets. Analysis and reporting of relevant financial data. Broad knowledge of arithmetic, algebra, geometry, calculus, statistics and their applications.

· Integrity -Maintains high ethical standards; takes clear ethical stands; keeps promises; immediately addresses untrustworthy or dishonest behavior; resists pressure in decision-making from internal and external sources; does not abuse power or authority.

• Coping with Pressure and Setbacks - Maintains a positive outlook at work; works productively in a pressurized environment and in intense situations; keeps emotions under control during difficult situations; handles criticism well and learns from it; balances the demands of a work life and a personal life.
• Team management - Strong team facilitation skills required

· Entrepreneurial Thinking- Keeps up to date with trends in own work area; identifies opportunities for advancing KAY Hospitality’s mission; maintains awareness of developments in the organizational structure and politics; demonstrates financial awareness and a concern for cost effectiveness.

· Behavioral and Attitudinal Skills – Exemplary behavioral aspect towards work and has a driven attitude in focusing customer service relations, teamwork and cooperation, initiative with attentiveness to details and interactive communication.

· Confidentiality – Ability to maintain and ensure the confidential nature of the department including all pertinent records and services rendered to other departments.

· Communication Skills– Ability to communicate effectively, both verbally and in written form.Communicates clearly among the employees, supervisors, other departments. Knowledge of different languages is an advantage.

· Company Rules – Full awareness of the internal policies, procedures, and strategies to effectively and efficiently promote the enhancement of day-to-day achievements.

· Clerical and Computer Literacy – Knowledge of up to date computer principles in MS Word, Excel PowerPoint and working knowledge of ERP system. Awareness of some clerical responsibilities which includes filing and documentations.