Hotel Operations Manager

Our client, whose vision is to be the leading operator of short stay and long term accommodation in the limited service economy hotels and suites segment in East Africa, is seeking dynamic, energetic and passionate individual to fill the role of Operations Manager.

Reporting to the CEO, the Operations Manager’s (OM) key objective is to ensure the hotel (the unit) is running smoothly. The OM provides leadership and coordination to the operations team, the outsourced providers and oversees the procurement at the Hotel.

The OM Supervises the Operations Officer, Maintenance Officer, and works in collaboration with the departmental heads at unit level, and the finance team at the head office.

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

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