Job Overview:
The Operational Manager in a hotel is responsible for overseeing the day-to-day operations of the property to ensure a high level of guest satisfaction, efficient management of resources, and the smooth running of hotel functions. This includes managing staff, optimizing operational procedures, ensuring guest satisfaction, and meeting business targets. The role requires a combination of leadership, operational expertise, and a deep understanding of the hospitality industry.
Primary Responsibilities:
1. Staff Management:
- Supervise and coordinate hotel staff across various departments, including front desk, housekeeping, food & beverage, maintenance, and guest services.
- Train, develop, and motivate staff to ensure optimal performance and maintain high levels of guest service.
- Create staff schedules, ensuring adequate coverage for each shift, and manage labor costs effectively.
- Conduct performance evaluations and provide feedback to improve individual and team performance.
2. Guest Experience & Satisfaction:
- Ensure that all guest interactions are handled promptly and professionally, addressing any concerns or complaints in a timely and efficient manner.
- Oversee the front desk operations to ensure smooth check-in/check-out processes.
- Monitor guest satisfaction metrics (e.g., reviews, surveys) and develop strategies to improve the guest experience.
- Ensure all departments uphold cleanliness and safety standards in accordance with the hotel’s policies.
3. Operational Efficiency:
- Monitor day-to-day hotel operations to ensure smooth service delivery, including housekeeping, food & beverage, and maintenance.
- Ensure that all hotel services are running efficiently, resolving any issues that arise during daily operations.
- Develop and implement standard operating procedures (SOPs) to streamline operations and improve efficiency.
- Ensure compliance with health, safety, and sanitation regulations.
4. Budget & Financial Management:
- Work with the hotel’s finance team to develop and manage the operational budget.
- Control costs and optimize hotel resources (staff, supplies, utilities) to improve profitability.
- Track and report on financial performance, ensuring the hotel meets its revenue and cost targets.
- Assist with revenue management to maximize room rates, occupancy, and profitability.
5. Inventory & Resource Management:
- Oversee the management of inventory, including supplies for housekeeping, food and beverage, and guest amenities.
- Ensure proper maintenance of hotel facilities and equipment, addressing any repair or maintenance needs promptly.
- Ensure the proper functioning of hotel systems (e.g., reservation systems, point-of-sale systems).
6. Marketing & Sales Support:
- Collaborate with the sales and marketing team to ensure the hotel’s offerings are aligned with market demand.
- Help implement promotional campaigns to boost occupancy and revenue.
- Track market trends and competitive performance to suggest adjustments in strategy.
7. Compliance & Safety:
- Ensure that all operations comply with local, state, and federal laws, including safety and environmental regulations.
- Maintain a safe environment for both guests and staff, conducting regular inspections to ensure compliance with safety protocols.
- Handle emergency situations such as fires, medical incidents, or natural disasters according to established procedures.
8. Reporting & Communication:
- Provide regular reports to hotel management and owners on operational performance, including guest satisfaction, financials, and staff performance.
- Attend meetings with department heads to discuss operational issues, updates, and improvements.
- Foster a positive and cooperative work environment through effective communication with all hotel staff.
Key Skills and Qualifications:
- Education: A bachelor’s degree in hospitality management, business administration, or a related field. Advanced certifications (e.g., in hospitality operations, management) are a plus.
- Experience: 3-5 years of experience in hotel operations or management, with a proven track record of managing teams and operations.
- Leadership Skills: Strong leadership abilities to guide and motivate a diverse team of staff.
- Financial Acumen: Experience with budgeting, forecasting, and cost control in a hospitality setting.
- Customer Service Orientation: Ability to prioritize guest satisfaction and respond effectively to feedback and complaints.
- Problem-Solving: Strong ability to resolve operational issues efficiently and effectively.
- Communication: Excellent written and verbal communication skills to interact with guests, staff, and management.
- Technology Proficiency: Familiarity with hotel management software, point-of-sale systems, and other relevant technologies.
- Flexibility: Willingness to work nights, weekends, and holidays as needed, depending on hotel operations.
Career Growth:
An Operational Manager in a hotel may advance to higher roles such as Hotel General Manager, Director of Operations, or other senior management positions, depending on experience, performance, and organizational structure.
Work Environment:
The role involves working in a fast-paced hotel environment, often requiring multitasking and responding to challenges as they arise. The Operational Manager may need to work beyond regular hours during peak periods or in case of emergencies.
Jenis Pekerjaan: Penuh Waktu
Tenggat Lamaran: 29/12/2024