Operations Manager - York

Operations Manager - Feversham Arms, Helmsley

Responsible For:  Reception, Housekeeping and Food & Beverage Service.

Aim:   To actively drive the required “4 Red Star” service standards all areas through the development and training of your key management team and ensure standards are consistently delivered. 

That all sales and service opportunities are pursued and ensure that the business is operated within the issued budgetary constraints at all times.

Main Responsibilities:

• To be responsible for the professional day to day management of the hotel operation
• To be responsible for the implementation of all operational policies and procedures
• To be pro-actively involved with the financial management of the business, including budgeting process and weekly/ monthly forecasting.
• Achievement of budgeted KPIs through controlled and planned methodology
• To ensure the financial targets for the business are achieved through driving all sales opportunities and ensuring effective cost control management in all operational areas of responsibility
• To be responsible for creating effective manpower plans and to ensure the appropriate resource is scheduled on a daily basis, to provide excellent levels of customer service whilst ensuring payroll cost targets are achieved.
• To be the “champion” of creating and delivering “4 Red Star” standards and exceptional customer service to our guests and driving a culture of ‘beyond expectation’ into the business.
• Provide strong leadership to the operational team and ensure excellent communication exists with other critical support functions: Finance, HR & Sales.
• To ensure that all operational departments have clearly defined and time bound strategic plans in place that will be measurable on an on-going basis to deliver exceptional quality of service and profitability
• To achieve a level of service that exceeds customer’s expectations through a planned approach with strict measurement criteria ensuring customer feedback is reviewed and actioned upon
• Management of internal reports such as Mystery Guest and Statutory audits must be proactive with preventative plans in place that will improve the overall service on an on-going basis
• To have a highly visible presence at key times with both employees and customers on a day to day basis, to drive the standards forward at all times and challenging standards which do not meet hotel criteria
• To be aware of financial reports for meetings, including monthly business review meeting/ Board meeting and to attend when required.

Personal Qualities:

Ensure the effective implementation of tasks through communication.

• Good Communication skills.
• The ability to work independently and resourcefully.
• Maintain a professional attitude and demeanour, including courteous interactions with colleagues and employees, encountered in the course of work.
• Be flexible with work schedules, remain calm and courteous and exercise self-control when interacting with impatient individuals.
• An ability to use own judgement, resourcefulness, common sense and local knowledge to respond to guests enquiries and requests.