Hotel Operations Manager - Cardiff

Purpose of the Role:

1. Provide a communication channel between the General Manager and Heads of Departments
2. Provide clear direction and support to Heads of Departments in relation to operational matters, KPI management and people management.
3. Ensure brand standards (Excellence) are maintained in the hotel
4. Ensure Guest Rate / Revinate is a key focus in the hotel
5. Coach Heads of Departments with development needs
6. Deputise in the absence of the General Manager

Key performance measures:

Commercial

• Big 4 – hit targets in food costs, wet margins, energy & payroll costs

Brand delivery

• Drive a culture where hospitality is a key focus and support the hotel in achieving a Guest Rate overall satisfaction score of 70%
• Support HODs in achieving CMI audit score of over 85%
• Support and give feedback to HODs in driving Excellence in their departments and follow up with an action plan in departments not achieving audit score of over 85% each quarter

 

People engagement

• Promote and encourage an engaged workforce
• Performance Manage poor performing HODs

 

Key Accountabilities:

 

1. Strategy:

• Drive the group strategy consistently throughout the year.

• Ensure leisure, sales, finance, revenue, people and F&B initiatives are being followed and rolled out in all areas

• Support the GM in communicating the strategy and create buy in with operational teams

• Monitor progress on the delivery of the group strategy operationally

• Drive heads of departments performance via their Key Performance Indicators

 

2. Commercial

• Support GM in forecasting and monthly business reports

• To flex payroll cost so it is always in line with revenue

• To ensure appropriate stock control processes are in place

• To control costs proactively to deliver profit conversion

• Build brand awareness utilising tools such as Inboxx and social media sites

• To ensure data is captured and recorded through all appropriate departments

 

3. Brand Delivery

• Ensure brand standards are consistently delivered using appropriate training resources, tools, audit measures/ actions plans

• Champion brand standards, influencing and coaching the team to deliver amazing hospitality and guest care

• Drive Excellence standards; carry out internal audits in departments within your hotel

• Support HODs in achieving Guest Rate / Revinate target, making sure its living and breathing in every department

 

4. People Engagement

• Create, drive and achieve engagement in the hotel teams so employees are motivated to deliver amazing hospitality, monitoring this through engagement results.

• Share experience and personal passion to lead a strong development culture, where the majority of managers are internally promoted from Team Leader level

• To participate in the recruitment and promotion of employees

• Conduct annual appraisals with HODs

 

5. Compliance / H&S

• To take reasonable steps to identify and where possible rectify risk and comply with all health and safety legislation, including insurance claims, near miss and accident reporting

•  Ensure Upskill completion over 90% for each department

 

6. Mentor

• Manage and coach HOD team

• Provide regular updates on progress

 

This list is not exhaustive and the company reserves the right to make reasonable changes to

your role from time to time.

 

The company is committed to being an equal opportunities employer and to maintaining a working environment free from discrimination, victimisation, harassment and bullying, by signing this document you are agreeing to uphold the equality opportunities and dignity at work policy as outlined in our employee handbook.