The Operation Manager leads the guest service functions, taking key responsibility for managing all outsourced services. Key functions may be; housekeeping, laundry operations, engineering & building services and security services, including performance assessment, communications, fee monitoring - billing, quality assessment and procedural compliance control of outsourced functions. The Operation Manager will be responsible for maintaining any required hotel licensing (Occupation certificate, Liquor License compliance, DA compliances etc).
Financial
· Preparation of the annual departmental operating budget, financial plans, outsourcing contracts.
· Monitor budget and control expenses with a focus on increasing productivity.
· Responsible for training, supervising IHG standards in these areas such as I-Clean and I-Fix procedures ensuring full brand compliance.
· Responsible for inventory levels, managing cost per room for supplies and labour.
· Assist in preparing annual capital, cash flow to accurately forecast budgets and achieve required operating results.
· Analyze financials to drive revenues, future profitability, and maximum return on investment.
· Assist in leading capital plans and asset management initiatives, including working with owners to maintain or improve the property’s market leadership position.
Assist in hotel renovation works and other projects, ensuring on time and on budget.
People
· Provide mentoring, coaching and regular feedback to help manage conflicts and improve team performance and engagement.
· Ensure all staff are accurately trained and have the job related tools and equipment required.
· Promote teamwork and quality service through daily communication and coordination and drive employee engagement.
· Develop programs that drive improvements in employee engagement and are aligned with the True Hospitality service behaviors.
· Develop, implement and monitor team member succession planning to ensure future bench strength for Holiday Inn Express brand.
· Establish performance and development goals for team members and provide mentoring, coaching and regular feedback to enhance performance.
Oversee any salary, disciplinary or staffing/human resources related actions in accordance with company rules and policies.
Guest Experience
· Manage outsource services efficiently and efficiently. Schedule routine inspections of guest rooms and public areas to ensure furnishings, rooms, equipment, linens, toilet facilities in public areas, lobby, etc. are clean and in good repair.
· Ensure preventive maintenance programs for hotel facilities are carried out as per plan.
· Lead a team to respond to guest complaints, special requests and ensure corrective action is taken to achieve complete guest satisfaction.
· Understand and respond to customer’s needs and ensure a high level of guest satisfaction.
· Demonstrate BrandHearted behaviors by maintaining compliance with all brand standards, behaviors, hallmarks and license agreement mandates.
Lead a team to drive improvement in guest satisfaction goals. Collaborate with team members to establish and implement services and programs that meet or exceed guest expectations.
Responsible Business
· Ensure accurate licenses and safety signoffs are maintained for all contractors.
· Maintain and order supplies and equipment in a timely and efficient manner while minimizing waste and maintaining “green” initiatives (example: container recycling, and cleaning agents).
· Accountable for IHG fire life safety (FLS) adherence in the hotel.
· Responsible for the security of lost and found items throughout the hotel.
· Ensure a safe and secure environment for guests, team members and hotel assets in compliance with hotel or owner policies and procedures and regulatory requirements.
· Act as public relations representative to raise awareness of hotel and brand in local community.
· Drive team member involvement in community organizations, activities and businesses.
· Develop and carry out action plans to be environmentally conscious, take steps to reduce the hotel’s carbon footprint.
· Educate and train team members in compliance with federal, state and local laws and safety regulations.
Perform other duties as assigned.
