Operations Head

The Operations Head is responsible for the consistent delivery of results that contributes to the mission and overall success of the property. Success is measured with these standards: sales and marketing management; front office management; housekeeping management; and maintenance management

     I.       PRINCIPAL DUTIES AND RESPONSIBILITIES

1.   Front Office Management

·        Designs, develops, implements, monitors, reviews, improves and updates front office policy manual, service standards, standard operating procedures, and related documentation.

·        Ensures outstanding customer care at all times, guests’ inquiries are answered and concerns are addressed.

·        Oversees and handles check-in and out; ensures that accurate brief orientation is given to guest(s) regarding key house rules.

·        Monitors room status and room status tracking.

·        Resolves customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

·        Ensures proper telephone etiquette among the front office associates and caters reservations, when necessary.

·        Ensures suggestive selling techniques to sell rooms and promote other services offered by Aeon Suites.

1.1 Bell Service Management

·        Oversees presence of bell associates in the Reception area or in the lobby to be ready to assist guests, colleagues and visitors when requested.

·        Oversees assistance of guests with luggage for both incoming our outgoing guests.

·        Oversees the efficient delivery and collection of luggage.

·        Oversees safe storage of guest’s personal items.

2.   Housekeeping Management

·        Designs, develops, implements, monitors, reviews, improves and updates housekeeping , public area and laundry policy manual, service standards, standard operating procedures, and related documentation.

·        Ensures the development of tactical programs to pursue targeted goals and objectives.

2.1 Public Area Management

·        Conducts daily walk-throughs and quality checks to drive cleanliness, productivity, efficiency, exceptional service and guest satisfaction at all points of contact.

·        Oversees proper trainings of Public Area Attendants and other team members to ensure their performance meets the standards required.

·        Oversees stock control and the maintenance of all equipment.

2.2 Maintenance Management

·        Designs, develops, implements, monitors, reviews, improves and updates sales policy manual, service standards, standard operating procedures, and related documentation.

·        Oversees work orders procedures and progress.

·        Administers compliance with all safety and security requirements of the management, health and fire department.

·        Holds monthly safety meetings and has appropriate follow-up and documentation in file.

·        Oversees procedures in processing complete informative incident reports with photographs.

·        Acts immediately to safety hazards identified and does not hesitate to correct them.

2.3 Guestrooms Management

·        Monitors and evaluates all housekeeping daily activities.

·        Oversees completion of regular rooms’ maintenance and cleaning projects.

·        Oversees implementation of preventive maintenance for both guestrooms and major equipment

·        Oversees efficient training of Housekeeping staffs to ensure their performance meets the standards required.

2.4 Laundry Management

·        Oversees laundry attendants to ensure consistent supply of clean, neat and quality linens, following set policies, standards and procedures.

·        Administers control with daily, weekly and monthly stock levels and stock takes; controls stock losses to a minimum.

·        Oversees laundry equipment and facilities are in best operating condition

 Job Requirement

1.   Education. Bachelor’s degree business management, marketing or equivalent; post graduate studies is an advantage.

2.   Work Experience. Proven leadership capabilities with at least four-year working experience in a management role; at least three-year hotel operations management experience; business startup or pre-opening experience will be considered.