Job Summary
An opportunity has arisen for an Operations Manager to join our Team.Sales
- Set the strategies along with the DOSM and implementing sales activities in order to drive business from new clients (additional business to the existing portfolio of key accounts)
- Effectively develop the respective potential accounts and achieve the set revenue targets
- Monitoring market trends, collecting and sharing market intelligence with the team and the management.
- Supporting and communicating Jumeirah’s brand promise” Stay Different”.
- Source new partners to increase market share (concierge companies, high end travel agents, relocation companies, etc)
- Maximise revenue generation based on source market analysis.
- Develop annual Royal Residence strategy together with DOM and DOSM supporting overall hotel’s Commercial Plan aimed to deliver financial targets.
- Establish annual revenue targets for the Royal Residences and utilize as measurement tool.
- Record Sales activities and accomplishments through Sales force
Contribute to overall Commercial Strategy of JZS through collaboration with Sales, Marketing and Revenue leadership.
Front Office
- To ensure smooth and efficient daily operation of the Residences / Hotel ensuring that all guests and visitors receive an optimum level of service and care at all times.
- Trains, cross –trains, and retrains all Butlers / Guest Relations to execute brand standards.
- Organize/Perform/ Arrange curb side and In Villa/Top Suites check in for VIPs.
- Maintain and Execute room inspections, escorting, pre arrival calls, courtesy calls for VIP guest in house, Post stay emails and follow ups.
- Follow up / reply on guest reviews and complaints.
- Welcomes VIP guests, establish rapport and socialize to become a point of reference during stay and establish long term loyality.
- Directs the activities of Butlers / Guest Relations to create a welcoming experience.
- Establish correct protocol for pre arrival experience ensuring customized services.
- Ensure correct protocol and treatment is prepared and given to our high profile VIP guests.
- Ensure that all guest arrival and departure procedures are completed as defined in the Butler / Guest Relations Manual.
- Ensure that all Guest History Files are well maintained by supervising maintenance of guest history records and carrying out regular spot-checks on the quality & usefulness of the information.
- Handle customer complaints and feedback according to Jumeirah standards ensuring complaints are recorded when necessary.
- Personalization of guest experiences.
Maintain privacy at all times, as the main point of contract.
Administrational
- Oversee the duty schedule of Butlers / Guest Relations to ensure that there is sufficient supervision and manning for all daily operations.
- Ensure that appraisal are conducted effectively in Residences department and recorded according to Jumeirah Policy.
- Ensure that SOP’s and manual are updated and available for all colleagues.
- Ensure all training for colleagues is conducted and recorded.
Control review and update SOP’s whenever necessary and ensuring that any changes are communicated to all concerned staff. - Maintain records of customer feedback and records of action taken to address complaints and negative rating and/or comments.
- Communicate new or amended procedures to relevant departments/colleagues in timely manner, ensuring they have been understood.
Operational
- Assist in the daily operation ensuring to always be a leading example showing excellent customer service skills.
- Attend the daily Rooms Division morning meeting.
- Ensure regular department meetings are being held and that open communication is taking place and outstanding issues are followed in all Residences Department.
- Attend Operational and Department Head meetings whenever required and actively participate in achieving common results.
- Build and maintain close relationship with VIP guests to obtain information about how to continuously improve the hotel services
- Meet or ensure proper greetings of VIP’s on arrival according to VIP level and protocol.
- Identify customer service problems and make adjustments to standards, systems and procedures to ensure continued service quality.
- Measure and monitor operational performance to achieve best results at all times.
- Communicates and liaises at all times with Front Office Manager with regards to the daily operation and activities.
- Ensure that the highest quality service is delivered by all team members.
- Lead and motivate the team, ensuring maximum colleague productivity.
- Ensure manning and competence level of selected colleagues is sufficient for the department to meet the needs of the organization and customer
- Maintain open line of communication and ensure customer complaints/feedback is handled effectively and efficiently by liaising with other related departments and complying with Jumeirah & Customer Feedback standards.
- Demonstrate a full understanding and knowledge of all in-house services, facilities, amenities and functions.
- Handle customer complaints and feedback according to Jumeirah and ZS standards ensuring complaints are recorded when necessary.
- Supervise the daily allocation of VIP rooms and selection of appropriate VIP amenities.
- Carry spot-checks on, in-room VIP amenities to ensure that the correct Standard is maintained.
- Ensuring measurable quality objectives are established and actively participate in the review of these objectives.
Actively promote an awareness of customer requirement. - Ensure that colleagues are aware of the relevance and importance of their activities and how they contribute to the department objectives.
- Provide constant coaching, counselling and discipline to colleagues to ensure their capability to meet the needs of the customer and the organization.
- Work with Business Excellence for Root Cause Analysis.
Financial
- Issue purchase requests and approve store requisitions, ensuring that departmental stocks are sufficient, but not exceeding the requirement.
- To ensure that all department expenses are in line with the budget and that all costs are strictly controlled with focus on amenity costs
Other Duties
- Motivate colleagues and provides a work environment which brings out the best in team members
- Supports individual team members to achieve personal & professional goals
Responsible to enhance skills of colleagues and team leader in various aspects of operations by constantly monitoring their performance levels. - Achieves work objectives through effective delegation
- Undertakes bi-monthly feedback sessions for relevant team members
- Ensures that all employees follow health & safety rules and procedures.
Takes corrective action when required to improve safety of work areas. - Provides training to ensure all team members develop grow
Qualifications
- The ideal candidate for this position will have the following experience and qualifications:
- Able to converse and resolve guest complaints/issues in a calm and professional manner
- Detail-oriented, organized and very flexible with working extended hours
- Energetic with a positive attitude
- Diploma or Degree equivalent Hotel related education
- Minimum of 2 years hotel leadership experience, including Guest Service / Sales Supervisory/Management experience
- Proficient in OPERA PMS
- Proficient in Windows – Word, Excel, PowerPoint
- Proficient in Outlook
- Language Skills such as Arabic, German or Russian would be of advantage
Leadership skills
- Personal interaction skills
Understanding of Cost Controlling
Interviewing and hiring, disciplinary action, coaching, counselling.
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