Operations Manager

As Operations Manager, you will be responsible for the control and accountability of the hotel's day-to-day management. This involves providing effective support and guidance to all Heads of Department, promoting a culture where all team members are empowered to deliver exceptional hospitality and service. You will leverage your expertise to ensure that both business and financial objectives are met, while upholding the highest standards of integrity and building strong partnerships across all departments.

The successful candidate will be required to work 37.5 hours per week.

About The Role

Key Accountabilities

• Managing everyday activities, planning and assigning work, and ensuring consistently optimal staffing levels.
• Developing the team and improving their performance through coaching and feedback, creating performance and development goals, and recognising good performance.
• Assist in the induction process for new members of the team, contributing to team development and partnership.
• Assist in the training of team members up to required quality hotel and company standards, in compliance with the Company’s Health & Safety Policy/Emergency Procedures and to meet statutory obligations, demonstrating expertise in training and adhering to Integrity through compliance.
• Recruit, train, and develop your team in line with Focus Hotel Management and brand standards, investing in their growth.
• Recommending or initiating HR-related actions when necessary.
• Adopting a culture of collaboration and development within the team.
• Assisting the General Manager in developing, implementing, and monitoring financial and operational plans for the hotel. Providing regular direction and managing hotel operations for all departments.
• Monitoring and reporting variances against budget and controlling labour costs and other expenses.
• Making recommendations for capital improvements to enhance the assets of the hotel and ownership.
• Encouraging positive owner relationships and assisting in providing ongoing information and status reports.
• Overseeing the day-to-day operations and assignments of the hotel staff; assisting the General Manager in the development and communication of departmental strategies and goals.
• Communicating and enforcing policies and procedures.
• Maintaining regular and effective briefing and debriefing sessions with your team members, promoting partnership and open communication.
• Promoting teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Establishing and implementing appropriate service recovery guidelines to ensure complete guest satisfaction.
• Responding to guest complaints or concerns promptly and professionally.
• Reviewing guest feedback and implementing strategies for continuous improvement.
• Communicating all pertinent information requirements and special needs for arriving VIPs, large groups, and other key guests to the appropriate departments.
• Leading marketing efforts to upsell guests on hotel services, offerings, and amenities.
• Ensuring a safe and secure environment for guests, team members, and hotel assets, in compliance with the hotel’s or owner’s policies and procedures, and regulatory requirements.
• Maintaining relationships with external contacts.
• Complying with legal requirements regarding health, safety, and alcohol service.
• Maintaining a focus and commitment to operating a “green” hotel.
• Performing other duties as assigned and carrying out Duty Management functions as required, acting with integrity and upholding the hotel's standards.

Company Benefits:

As an award-winning, family-owned hotel, we offer our staff the chance to become “part of the family!” Your employee benefits will include the following:

• Competitive salary and performance-based bonuses.
• Internal growth and professional development opportunities.
• 28 days' holiday for full-time staff.
• Departmental incentives including employee discounts on hotel stays and dining.
• Discounted friends and family rates.

This job description is not exhaustive; therefore, the job holder may be required, from time to time, to conduct tasks as and when requested by Hotel Management.

Required Criteria

• Sound knowledge of the hospitality industry and competitors within N. Ireland.
• Proven track record of the ability to lead a team to achieve sales targets, control costs and deliver exceptional service delivery.
• Financial awareness.
• Strong business and commercial acumen.

Skills Needed

Developing Strategic Alliances, Establishing Rapport With Clients, Managing Integrated Teams, Ability to Identify and Anticipate needs, Exceptional Customer Service Skills, Budgeting and Forecasting

About The Company

The Malone is a veritable secret, a hidden treasure boasting everything you want in a hotel: spacious bedrooms and suites, function rooms for inspirational wedding celebrations or corporate events and the very best of that famous Irish hospitality, every step of your stay. The Guinness is perfectly poured in our Greyhound bar – enjoy it with some smoked salmon and wheaten bread or indulge in a meal to remember in The Avenue Brasserie. Here at The Malone, we have generations of experience in welcoming guests. First opened in 1945 as ‘The Bowness’, for the last 30 years, The Malone has been owned and run by two generations of the Macklin family. Relax and unwind with us. A warm Irish welcome to you!

Company Culture

We are always looking for enthusiastic and talented individuals to join our team.

As a family owned hotel, you're not only part of the team, you're part of the family.

Our commitment to our people is to deliver a great place to not only work, but thrive. Relationships are important to us, those we have with our guests and with one another.

The Malone inspires its teams to live by the company's core values;

• Treat people really well
• Openness, trust and understanding
• The highest standards
• Perseverance and enjoyment
• One step ahead
• Flexibility

Internal development and progression is key to our success, having been in business for 30 years.

Company Benefits

We believe everyone has the right to grow and develop and we actively encourage those who want to make a career in hospitality, with internal and external training.

Employees have the opportunity to enjoy a variety of benefits whilst working at The Malone Hotel.

Vacation, Paid time off, Performance bonuses, Retirement plan and/or pension, Office perks, Employee development programs, Free parking, Open office, Competitive salary, Preferential room rates, Family and friends rates, Long service recognition, Progression opportunities

Salary

Not disclosed