Our client, a reputable group of companies in the hospitality, intellectual property, and construction sector is looking to recruit an Operations Manager (F&B) to join their team. The chosen candidate will be responsible to:
Regularly review feedback on Trip Advisor, OTAs (Online Travel Agencies), and other channels. Monitor trends in guest comments and identify areas for improvement;
Address guest feedback promptly, both positive and negative. Thank guests for their reviews and offer solutions or improvements when necessary;
Ensure that all actions and initiatives align with the hotel's brand identity and goals;
Maintain consistency in guest experiences and service across all areas of the hotel;
Establish clear goals and objectives for the team to achieve the hotel's desired outcomes;
Develop KPIs to measure performance in areas such as guest satisfaction, operational efficiency, and financial results;
Train staff on the hotel's service standards and emphasize the importance of consistently meeting or exceeding guest expectations.
Use guest feedback to continually improve service quality and operational processes;
Encourage open dialogue between management and staff. Listen to employee concerns and ideas;
Promote teamwork and collaboration through team-building activities and recognition of achievements;
Maintain regular communication with owners about hotel performance and plans;
Align hotel goals with owner expectations and deliver solid business results;
Prepare and present reports on sales results, productivity, and other key metrics to management;
Use data to identify trends and opportunities for improvement.
Conduct daily briefings with staff to ensure smooth operations;
Address operational challenges and guest concerns in the absence of the hotel manager;
Ensure that all operations comply with established SOPs, policies, and service standards;
Adhere to health and safety regulations to maintain a safe environment for guests and staff;
Develop and implement career development plans for managers, supervisors, and high-potential employees;
Provide training and mentorship opportunities to help employees grow within the hotel.
Requirements
Guest-oriented and service-minded
Excellent organizational and prioritization skills, attention to detail, and problem-solving skills.
Excellent communication and listening skills.
Must be mature, pleasant, courteous, cooperative and an enthusiastic team player who displays good human relations skills.
Ability to meet financial targets and under pressure.
Must be flexible in working hours, including weekends, evenings and holidays.
Education and Experience
Experience in financial accounting, personnel supervision and problem resolutions will be considered an advantage.
Minimum of 5 years of experience in the hospitality industry, with significant multi outlet exposure.
Minimum of 2 years of experience as a Head of department or Food and Beverage Manager.
Proven track record in leading large teams.
Working knowledge of various computer software programs (MS Office, restaurant management software, POS)
