Accommodation Operations Manager

Job title
Accommodation Operations Manager

Purpose of the Role & Reporting Line

The incumbent is a member of the Opco Team and reports directly to the Hospitality General Manager.

The primary focus of the Accommodation Operations Manager role is the responsibility is the efficient running and management of all accommodation outlets across the property as well as central focus on manging the guest experience. This includes ensuring standards of cleanliness and maintenance are upheld, budgets are controlled and all guest related queries are quickly rectified through well trained and management team members.

Key Performance Areas

Responsibilities:
1. Financial & Commercial

• Maximize employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
• Ensure all outlets operate in line with maximizing profit while delivering on the brand promise.
• Enhance operational efficiencies and cost savings by ensuring each cost centre operates at the ultimate cost structure while also delivering on the brand promise to the guest.
• Analyse business performance to facilitate accurate and meaningful forecasting.
• Proactively manage costs both product cost of sale and Opex based on key performance indicators, operational control systems working with the respective line managers as appropriate.
• Ensure company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.
• Reduce waste and drive responsible consumption across outlets

2. Operational

• Ensure that standard operating procedures have been implemented in each area according to brand standards.
• To make sure that Accommodation employees work in a supportive and flexible manner with other departments, in a spirit of the company values.
• Stay abreast of local and global trends and developments, regulations, to effectively manage governance, legal, environmental, economic and other risks in an increasingly complex environment.
• Ensure accommodation teams are organised and supervised in the cleaning of bedrooms, corridors, stairs, public areas and storage rooms.
• Ensure lost property are recorded and kept according to company standard
• Ensure standards are implemented for storing and receive all cleaning materials and goods relevant to the Housekeeping Department according to the regulations laid down.
• Feedback to be provided to reporting line manager on all complaints and glitches during a guest stay and responses are sent timeously to guests who provided feedback on their stay.
• Manage preventative maintenance program for all accommodation outlets.
• Manage pest control program for all accommodation outlets.
• To be aware of the day’s business both in Room Occupancy, Special Requirements and VIP needs and liaise with all team members
• Regularly Inspect guest rooms, public areas, recreational area for cleanliness, appearance and also to make sure these areas are kept as per the company standard
• Ensure that company standards for guest services, décor, and housekeeping services are met or exceeded.
• Maintain a par stock levels of stationary, linen and amenity requirements in order to ensure consistency in standards.
• Developing and utilising check lists for regular preventative maintenance.
• Developing and utilising check lists for regular cleaning and upkeep.
• To assist in the development and writing of Housekeeping and Front Office departmental standards and improved processes.

3. Marketing
- Highlight opportunities to Exco members and relevant departments by seeking and drawing input and inspiration from diverse stakeholders to generate ideas for new products, processes and markets resulting in competitive advantage

4. Leadership & Management

• Oversee and assist with all recruitment and selection of all Accommodation employees by following the property guidelines when recruiting and use a competency-based approach to selecting their employees.
• Ensure punctuality and appearance of all Accommodation employees, making sure that they wear the correct uniform and maintain a highest standard of personal appearance and hygiene.
• Maximise the effectiveness of all Team Members by developing skills and abilities through appropriate training, coaching, and/or mentoring.
• Conduct Performance Development Discussions with outlet managers through weekly 1:1 sessions and to support them in their professional development goals. Ensure that they in turn conduct weekly Performance Development Discussions with their employees.
• Encourage all team members to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
• Support the implementation of company policy, demonstrating and reinforcing the company’s Values