Operations Manager

Ensure the smooth and efficient operation of the hotel operations departments in accordance with the established guidelines in the individual departmental Operation Manual. This job will involve planning, organizing, dealing with, and controlling the resources of the hotel operations departments.

DUTIES AND RESPONSIBILITIES

1. To guarantee that the procedures and performance standards are implemented in a way that aligns with the high standards established within the Hotel Operations department. Each department and section must have its own operation manual and ensure annual review to accurately reflect any changes.

2. Supervise closely all employees in the performance of their duties in accordance with the Hotel Operations Manual, Policies & Procedures, and applicable laws.

3. Instill the training philosophies and ensure that all managers and supervisors take an active role in the training and development of employees or improving work skills and knowledge.

4. Exercises efficient payroll management and resource allocation through the establishment of a flexible workforce throughout the division. This will be based on the principles of a flexible employee base (full-time and part-time employees), multi-skills, and multi-tasks.

5. To constantly evaluate the job performance of the staff and ensure they are properly trained and to perform their work up to the highest standard as expected of an hotel. All staff must be familiar with the hotel policies and regulations and disciplinary code. Take an active role in the welfare, safety, development, and wellbeing of employees, providing advice, counseling, and encouragement. Ensures all employees provide courteous and professional service at all times.

6. Handle guest and employee enquiries in a courteous and efficient manner, resolving complaints or problems.

7. Ensures knowledge of statutory legislation in employee and industrial relations, understanding and adhering strictly to rules & regulations established in the employee handbook and the hotel policies concerning fire, health & safety, and hygiene.

8. Ensure a high standard of personal presentation and grooming.

9. Maintain positive guest and colleague interaction with good working relationships.

10. To maximize room revenue for the hotel by implementing proper reservation control procedures and effective marketing strategies like upselling and suggestive selling.

11. To prepare daily, weekly, and monthly management reports and forecast and assist the management in the preparation of the yearly budget.

13. To meet the monthly budget profit by controlling all operating expenses and labour costs. There must be cost procedures implemented, and all variances must be investigated, explained, and appropriate actions taken to rectify them.

14. To develop and maintain close rapport with all guests and to provide personalized service whenever possible by being available to meet and interact with them. Special attention must be given to all VIP and return guests.

15. Periodically inspect all room areas and building premises to ensure cleanliness and comfort for hotel guests is maintained and that all standards of amenities and touches are provided in suites and public areas.

16. To advise and update the management on any changes in the current operating condition that will affect the performance of the hotels and to recommend and introduce actions to meet the changes.

17. To ensure that all staff are properly trained to handle and respond to all emergencies.

SPECIAL REQUIREMENTS

Must have full knowledge of the Safety & Security Control Systems and all emergencies procedures.

Must have full knowledge of all Hotel policies and procedures.

Must be well versed in the Hotel building, Rooms structure and guest room floor plan, amenities and room rates

Must be familiar with the local areas—places of interest, heritage trials, shopping, restaurants, etc.

**Job Types**: Full-time, Permanent

Pay: RM3,500.00 - RM4,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Maternity leave
- Opportunities for promotion
- Professional development

Schedule:

- Day shift
- Fixed shift

Ability to commute/relocate:

- George Town: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- hotel operations: 3 years (required)

**Language**:

- English (required)
- Chinese (required)

License/Certification:

- d,b2 (required)

**Location**:

- George Town (preferred)

Willingness to travel:

- 25% (required)