Operations Manager | The Warehouse Hotel

• Responsible for achieving profitability, high guest satisfaction and efficiency while maintaining standards set by the company.
• Plans, organise and directs all hotel services (not limited to front office, housekeeping, maintenance and security efficiently and effectively
• Collaborates closely with the General Manager to formulate the budget for his / her respective divisions and identify means to control expenses and generate revenue to achieve budgetary objectives.
• Collaborates closely with the F&B manager to ensure smooth operations in the absence of the General Manager.
• Prepares reports for management reporting
• Oversee the development and implementation of creative plans/programs that anticipate and exceed guest needs and interests.
• Oversee and approve respective division's manpower planning and deployment according to business needs.
• Manages and attends to all guest inquiries, feedback and complements with promptness, courtesy and efficiently and that all service recovery matters are handled with tact and diplomacy.

• Ensures that all guests experience a warm hospitality experience.
• Initiative contact with guests to promote long term relationship that translate into business opportunities.
• To monitor and follow-up closely on all guest comments from all channels including and not limited to guest comment cards, TripAdvisor and other online channels.

• Plan and oversee all front of house and guest service processes from the arrival of guests to their departure in order to ensure the delivery of top notch service
• Familiarize with all room situations of the hotel and competitors, all room types and rates, promotions and new package plans.
• Awareness and close monitoring of room situation, expected occupancy, VIP arrivals, forecast, promotions, banquet and conference events.

• Oversees the housekeeping division
• Liaise and negotiate with Suppliers and Contractors for the best equipment, supplies and services which are cost effective and operationally viable for the operations and to initiate and authorise the contracting and purchasing of supplies, equipment and services.
• Oversee the building maintenance and cleaning activities in order to ensure safety, hygiene and comfort of the hotel guests and employees.

• Oversees the daily operations of the outsourced divisions (Security & IT) and ensure that the work performed conform to the specific standards
• o Supervise the security / IT requirements
• o Supervise building maintenance / repairs
• Oversees the policies and procedures to ensure the safety, security and welfare of the hotel guests and employees.
• Ensures proper log of all incidents pertaining to the hotel on daily basis for reporting with appropriate details and take necessary actions to avoid future recurrence.

• Manage, motivate and develop the operations team in order to effectively achieve the objectives of the business unit.
• Developing training plans and appropriate materials (including hotel and industry related compliance curriculum,e.g. Innkeepers Act) to train the team to deliver consistent top-notch service standards.
• Responsible for ensuring that the sanitation and hygiene policy complies with the established standards and requirements / regulations and are adhered to at all times.

• Go above and beyond to make someone else's day
• Are thoughtful and kind, while upholding high standards
• Own outcomes and drive solutions
• Are ever-curious and always learning

The Lo & Behold Group