Operations Manager (Hospitality)
Our growing and prestigious client in Cardiff are looking for an Operations Manager to oversee the day to day management of the operation function of the business. You will be responsible for the management of the Housekeeping, Guest Services and Maintenance teams ensuring the highest possible quality of guest experience and product offering to all guests. Working closely with the General Manager and Finance Manager, you will support the control of all costs to ensure the financial performance of the business is maximised. Due to the nature of the business, an experience within a similar role or experience within the hospitality sector is essential for this position. Key Responsibilities: - Support the development of an online feedback management system, ensuring feedback from customers is reviewed on a regular basis and improvements made - Plan, develop and carry out actions to continuously improve guest experience - Prepare weekly rotas for all operational departments ensuring the business needs are covered at all times - Engage, motivate and develop all members of the operational team, and ensure they are fully aware of their responsibilities at all times - Generate weekly work schedules to ensure all tasks and project work is completed within the agreed timescales - Attend and participate in revenue strategy meetings to ensure opportunities are maximised - Assist with building and maintaining an efficient team supporting the recruitment and selection process - Ensure the team fulfil all reasonable requests from guests at all times - To ensure all guest complaints and communication is responded to within the agreed timescale and dealt with professionally and efficiently - Maintain team communication through regular contact, team meetings and 1:1's and provide appropriate training and tolls to maximise staff performance and conduct - Support the delivery of all staff training, identify training needs and skills gaps within the team - Support the completion of the preventative maintenance plan ensuring works are completed on schedule - Responsible for the ordering and control of Guest Service supplies - Support the Guest Service Team with arrivals and check outs when required - Develop a strong working relationship with concierge team, ensuring relevant information is shared with the team and guests - Provide a clear handover during shift changes ensuring any outstanding activity is resolved - Support organisation of ETA meetings with reservations team to ensure the service delivery is maintained Experience & Skills: - Full, clean, EU driving license - Living locally would be an advantage due to potential for out-of-hours call-out. - Extremely well organised with strong PC skills and an ability to multi-task - Must be able to work efficiently on own and as part of a team - An excellent ability to plan and manage own times and workload effectively is essential - Experience in a relevant field is required - Excellent communication skills - A drive to deliver first class customer service Salary: £28,000 - £30,000 depending on experience. The company also offer an excellent working environment, and strong opportunities for career development.