MANAGER

About the role

A Manager - Operations translates the organisations objectives in terms of guest experience, standard of service, in the specific regions or geographies they are based in. The incumbent has the responsibility of managing the expectations of the guests, ensuring that they have the best experience with us and on the other hand ensuring a smooth ongoing relationship with our hotel partners. The incumbent would be responsible to ensure seamless operations in all the properties.

Key Responsibilities

• Ensure strict compliance with the brands standards.
• Perform Root Cause Analysis to eradicate quality-related issues.
• Mentor, Motivate and Develop the staff at assigned hotels to achieve service excellence.
• Supervising a cluster of hotel properties/a region.
• Increase hotel reputation, thereby, increasing returning guests.
• Ensure that the highest standards of quality, cleanliness, maintenance and safety are practised in all departments of the hotels.
• Ensure compliance of Standard Operating Procedures at multiple partner properties assigned.
• Perform daily quality audits and quality assurance exercises at properties.
• Conduct follow-up with staff to ensure that high standards of quality are maintained consistently. - Liaison between the company and Hotel Partners for all support/communications from both parties.
• Identify key issues and analyse, develop and implement solutions to improve quality at properties.
• Take corrective AND preventive action measures to ensure issues are not repeated at properties.
• Manage guest service recovery activities by resolving issues in a timely and efficient manner to ensure complete guest satisfaction.
• Coordination/follow-up with Hotel partners for support with timely issue resolution. -
• Motivate and develop staff to ensure excellence in quality, service and promote teamwork. -
• Ensure quality guest service by imparting skill-based operational training and adherence of standards by following SOPs.

What are we looking for

• Good communication skills.
• Leadership skills and ability to coordinate with/motivate/enable staff to perform better.
• Good client relationship management skills.
• Good attention to detail.
• At least 4-6 years of similar experience with any of the 5 star hospitality brands
• An entrepreneurial approach towards problem-solving
• Willingness to travel extensively within the assigned territory

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