Hotel Operations Manager Job Duties and Responsibilities

 

Job Description For Hotel Operations Manager

POSITION TITLE: Operations Manager

REPORTS TO: General Manager / Area General Manager / Regional General Manager

POSITION SUMMARY:

Operation Manger should have an excellent level of commercial awareness, who can build and maintain relationships with internal and external guests. Also responsible for highlighting short/medium/long-term issues to the General Manger / Cluster General Manager and to help formulate solutions.

The Operations Manager is also required to assist in the preparation of the annual budgeting and monthly forecasting processes.

OPERATIONS MANAGER DUTIES AND RESPONSIBILITIES:

• Fully responsible for all aspects of all departments.
• Support and work with all Head of Departments in all aspects of running this hotel.
• Ensure the premises are in operative condition as per category of the unit to receive & serve the guests.
• Conduct regular operations team meeting with all the HOD daily / weekly to discuss routine operational matters, sales targets, GSTS feedback / RSTS feedbacks and action taken for service recovery, and also any staff issues. Minutes of the meeting to be sent to GM/RGM.
• Ensure SOP implementation in all departments and check the same during routine operational checks. Consultant /GRM guidance to be taken wherever required.
• Monitor the purchase / indent / requestions of each department, the accounts receivable (collection from debtors) and the accounts payable (payable to the vendors / suppliers etc).
• Randomly inspecting the stores (F & B / Kitchen) to check the stock in hand (quality, par stock levels, expiry etc) with the F & B Manager & Chef.
• Dealing with Suppliers / Vendors for quality products involving Purchase Manager and providing performance assessment of vendors every quarter to HO Purchase.
• Inspecting all departments for SOP implementation.
• 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.
• Conduct weekly / Daily meeting with marketing people for enquiry & follow up & conversion to grow up the business.
• Monitor and maintain operation & overhead cost in order to maintain maximum revenue to the organisation.
• Be on available on call 24 hours a day to resolve any urgent problems on emergencies.
• Responsible for the overall management of the operation of the hotel.
• Any other duties assigned.

PREREQUISITIES:

Excellent revenue management skills with experience of budgets, P&L's and forecasting. Working with colleagues to share skills, knowledge, resources and networks. Highly focused, have excellent communication skills, be motivated and professional in appearance and presentation.

 

EDUCATION:

Degree or Diploma in Hospitality Management is an asset or Graduates bachelor degree and/or diploma in hotel or other related field. Computer Knowledge, MS office. Experience in Property Management Software's, Revenue Management Systems desired.

EXPERIENCE:

Minimum 3 to 4 years work experience in a 3 to 5 Star Hotel as a Deputy Manager, Asst. Operations Manager or Hotel Manager.

Responsibilities:

• Oversee personnel including receptionist, kitchen staff, and office employees.
• Monitor employee performance and conduct regular evaluations to help improve customer service.
• Collect payments and maintain records of budgets, funds, and expenses.
• Welcome and register guests once they arrive.
• Resolve issues regarding hotel services, amenities, and policies.
• Organize activities and assign responsibilities to employees to ensure productivity.
• Create and apply a marketing strategy to promote the hotel’s services and amenities.
• Coordinate with external parties including suppliers, travel agencies, and conference planners.
• Evaluate hotel performance and ensure compliance with health and safety rules.
• Partake in financial activities including establishing room rates, setting budgets, and assigning funds to departments.

Requirements:

• Bachelor’s degree in Hospitality, Business Administration or relevant field.
• A minimum of 3 years’ experience in hotel management or similar role.
• Strong understanding of hotel management best practices and data entry software.
• Outstanding interpersonal communication and customer service skills.
• Exceptional leadership abilities with great attention to detail.

Duties and Responsibilities:

1. External Supervision

• Supervises the security, housekeeping, laundry, maintenance and landscaping functions that are outsourced. Ensures service providers have valid and executed contracts, accompanied by service level agreements.
• Ensures service providers are audited regularly and reports on this filed.

2. Internal Supervision

Supervises the Operations team and ensures that the team meets its objectives as per the Balanced Scorecard. She / He is in charge of performance appraisals and making recommendations to management on the team’s composition and performance.

3. Procurement?

The OM oversees the procurement function and must ensure the Hotel receives value for all its purchases. The OM should ensure that policy is followed to the letter.

4. Documentation?

The OM assists in developing documentation and implementation of the Hotel’s policies (procurement, housekeeping, laundry, kitchen and other departmental policies)to be part of the Hotel’s Standard Operating Procedures and assists in updating the manuals to reflect any changes in the operating procedures of the Hotel.

5. Asset Maintenance?

The OM is responsible for the maintenance of the Hotel both internally and externally and to ensure optimal use of the Hotel’s assets.

6. Staffing Roles?

The OM is responsible for staff management, filling of the muster roll, ensuring that staff have uniform and are presentable and is responsible for coaching staff on guest relations in collaboration with HR.

7. Relationship Management?

The OM expected to maintain constant contact with the in house guests.  Ensure their comfort and work to resolve any issues/complaints them as quickly as possible.

8. Research?

Regularly perform benchmarking exercises, industry research and advise management on new trends and how the Hotel should respond to changing market conditions.

 
Desired Skills/Qualifications:

• Degree or diploma hotel management, Business Management or other equivalent qualification
• Minimum of 5 years relevant Management experience in a 3-4 star rated hotel
• Proficiency in any Fidelio, Micros and SunSystems will be an added advantage
• Highly organized, flexible and strong ability to multitask and manage people
• Numeracy skills

Depending on how big or small an operation is, pursuing a career in Hospitality Management can entail several responsibilities. Although the job description for these duties varies, there are mainly five key responsibilities every Hospitality Manager should expect to administer: Managing budgets, customer service, supervising maintenance, coordinating departmental tasks, and overseeing food and beverage.

1. Manage Budgets

There can’t be a business to run if the money isn’t there. Whatever the business is, managing any hospitality operation is a complex position that requires overseeing several departments within its organization. All of these sub-departments have budgets allocated to them. It is the Hospitality Manager’s job to disperse enough money to these departments that will ensure an efficient workflow toward the overall goal of the company. Two major responsibilities are marketing and approving/controlling expenditures.

• Marketing

Marketing is yet another important task that a Hospitality Manager must oversee. In order for a hotel, cruise line, restaurant, country clubs, and amusement park to thrive, they must let people know they exist!

Planning and strategizing smart marketing projects mean nothing without the money to support it. Everything from advertisements, sales plans, investing in signs, banners, community involvement, even down to the business cards and customized marketing trinkets all need to be taken into consideration when managing a marketing budget.

• Approve/Controlling Expenditures

Every department within a hospitality organization has a need. Even with the most generous budget, all financial needs cannot always be met. However, if there weren’t a Hospitality Manager to oversee these needs, most operations would go bankrupt.

The Hospitality Manager needs to be aware of all the expenses. Even though they have already allocated a set budget, they also need to know how each department is spending their allowance. This way, he or she can access and re-access if these funds are being spent efficiently and if not, re-access the overall budget.

2. Customer Service

It’s one accomplishment to have a guest check-in. It’s another to get them to come back. Implementing the best customer service is going to almost guarantee repeat business no matter how expensive the accommodations may be. If guests have had a pleasant experience with an establishment, they will not only come again, but they will recommend it to their friends and colleagues. If that business is doing it right, that guest will not realize that he or she is recommending the business. They will simply rave about what a great experience they had. This is where customer service plays a big role in making guests happy. The three ways to do this is to meet and greet guest, have excellent housekeeping, and address and rectify customer complaints.

• Meet & Greet Customers

First impressions are the important ones. It is hospitality, after all! The overall goal of hospitality is to make temporary accommodations feel permanent. This is done by acknowledging their presence and making them feel like they are welcomed, and most importantly wanted. No one wants to feel like they are unwelcomed. Seeing that every guest is properly greeted when checking in to an establishment sets the tone for good customer service.

• Housekeeping

Again, guests need to be able to feel like their accommodations are like a home away from home, no matter how brief the stay is. Making sure that every room (especially the bathroom) is properly cleaned, has fresh bedding, and sterilized kitchenette utensils will make all the difference. The last thing most guests want to do is worry about cleaning up after themselves. Overseeing that the housekeeping staff is carrying out their tasks of maintaining a clean environment is key.

• Customers Complaints

Guests are paying establishments money from their hard-earned jobs and expect at the very least to receive what the business said that it would provide. If for any reason, whether they are right or wrong, they feel that they are not receiving these provisions, it is the Hospitality Manager’s job to know why and resolve any discomfort the guest may have due to possible lack of customer service.

3. Supervising Maintenance

Any operation that caters to the general public is a liability. Making sure that everything on the property is working and safe may also be the Hospitality Manager’s responsibility.

• Grounds

The business of hospitality not only deals with the internal operations of a business but the exterior as well. Maintaining a property with good curb appeal attracts guests. Making sure that people are able to tour the grounds without injuring themselves is also important.

Additionally, a Hospitality Manager often oversees indoor and outdoor renovation projects as well.

• Security

A Hospitality Manager may be in charge of hiring the best security for his or her establishment and overseeing their daily operations as well. Security is important. Unfortunately, not everyone has proper manners. Although local law enforcement is on standby to aid any needs of the public, hiring security to police the perimeters of a private establishment makes guests feel safe. It also works well for preventative measurements.

4. Coordinating Departmental Tasks

As aforementioned, there are many departments within the hospitality business. As a result, Assistant Hospitality Managers may be needed to oversee these departments depending on how large and/or demanding each sub-department is. The Human Resource Department and Finance Controllers may require the immediate attention of the Executive Hospitality Manager while the housekeeping staff may require an Assistant Hospitality Manager to oversee their operations. However the tasks are divided, it is the main or Executive Hospitality Manager’s job to ensure all of these departments run smoothly.

• Delegation

All good managers know how to delegate. If you’re fortunate enough to have an Assistant Manager, be sure to teach them many of the operational jobs so that you never have the problem of being the sole possessor of knowledge in a key area. As the head manager, you are trusted with decision making and expertise, so it’s not a threat to have your assistant able to perform more of the routine or repetitive tasks.

• Communication

Coordinating is 10% details and 90% about how effectively and efficiently you communicate them with the rest of your team, department, or other departments. Being organized with dates and events helps you plan your communication ahead so you have enough time to prepare and ensure the relevant parties are available for what you need. In this fast-paced world, it doesn’t hurt to follow up and remind others of departmental tasks whenever you can as ultimately the responsibility for them to be done is on you.

5. Food & Beverage

Managing the inventory of food and beverage is also another department that may require an Assistant Hospitality Manager. Again this depends on how the business is designed. For hotel and cruise lines, this is a huge responsibility. Yet, some hospitality businesses may focus more on catering events and conventions. Providing enough food and drink will ultimately determine whether or not a guest is happy and will want to return.

• Food

When thinking of food, consider the event. Is this setting indoors or outdoors with guests who have paid for the food in advance and are expecting something grand, or are they invited officials to a reception where you can manage their expectations? Besides having enough food, have you considered dietary restrictions, including ones for religious reasons? Will there be tables or is it more appropriate to have foods that can be eaten in passing? As the manager, you will start building up your contact lists for catering companies and private chefs that you can call at a moment’s notice to fill a vacancy or cater an event.

• Beverage

Much of the same considerations for beverage should be taken as for food, but when alcohol is involved, which most of the time it is, then there are additional duties need to remember. For example, making sure minors are identified, that all liquor licenses are up-to-date, any sponsors having their product featured, security for crowd control, and other such considerations. Budgets are highly inflated when alcohol is needed for any event, so also be aware of that and what the expectation is for different functions.

Primary Responsibilities

Here’s a non-exhaustive list of common tasks Hotel Managers are required to complete.

• Supervising the establishment’s operations:

• Monitoring the general operations of the hotel, including activities of all departments;
• liaising with employees and customers alike, using a clear, polite, and concise language;
• developing, implementing and evaluating policies and procedures for the general operations of any department or of the entire establishment; and
• inspecting all the rooms on a regular basis in order to check they’re keeping up with the hotel’s standards.

• Interacting with guests:

• Personally welcoming V.I.P. hotel guests;
• getting feedback from guests and/or patrons in order to ensure satisfaction with general service;
• attending to complaints in order to find a solution and provide a better service, always aiming to be the best;
• anticipating and addressing guest’s needs;
• coordinating the use and rental of hotel spaces for social events, gatherings, and parties, including prices, entertainment, and food; and
• ensuring all information provided to the guest or patron is current and accurate.

• Supervising hotel staff:

• Managing and coordinating the employees’ duties (clerks, maintenance staff, housekeeping, sales employees, among others);
• preparing work schedules;
• hiring and training new employees; and
• promoting teamwork to ensure optimum service and that guest’s needs are met.

• Managing administrative operations:

• Monitoring daily and monthly revenue generated, as well as all costs and expenses;
• participating in the development of pricing and promotional strategies, as well as creating advertising campaigns for such promotions;
• managing relationships with hotel vendors, negotiating service agreements as appropriate for the provision of materials and supplies; and
• reviewing financial reports and statements in order to understand the establishment’s performance, keeping track of the budget and expenses.

• Ensuring that all employees and heads of department adhere to hotel policies and safety regulations.

Daily Tasks

Monitoring the daily activities of all departments in the hotel.

Supervising and managing hotel staff.

Greeting and receiving feedback from customers in order to ensure satisfaction.

Catering to the guest’s needs, maintaining the highest standards of quality and service, constantly enhancing the customer’s experience.

 

Hotel Manager Job Duties

• Managing staff and overseeing schedules to make sure all departments have enough employees to provide assistance to guests
• Aiding with budget creation and management
• Assisting event planners with large-scale business and personal events
• Overseeing beverage and food operations for events and individual guests
• Working with security officers to promote a safe atmosphere for guests and staff
• Recruitment and staff management
• Providing customer service and accommodating clients who need extra assistance
• Managing departments and teams
• Providing training on changes in services
• Scheduling and overseeing maintenance and repairs in individual rooms and common areas
• Working with inspectors to ensure facility meets all requirements

Hotel Manager Skills and Qualifications

Good Customer Service, Willingness to listen and respond to complaints, Understand, and resolve concerns from guests, Strong Organisational Skills, Knowledge of Sales and Event Planning, Accounting and Financial Management, Problem Solving Skills for both customers and staff members that have problems at the hotel, Good Leadership to help oversee and motivate staff members.