Job Summary
OPERATIONS MANAGER - LUXURY HOSPITALITY
FRANSCHOEK - Cape Winelands (Western-Cape) - South Africa
STARTING DATE: A.S.A.P
REPORTS to: Managing Director
TRADING HOURS & SHIFTS:
- Tuesday to Sunday 08:30 - 18:00 including meal breaks
- CLOSED on Mondays & Select Public Holidays
- Must be flexible and adaptable - hospitality
PACKAGE POTENTIAL & COMPANY BENEFITS:
- Above-market salary
- Medical Aid contribution
- K-P Incentives
QUALIFICATIONS:
- Matric (Grade 12) / Senior National Certificate
- Tertiary Diploma OR Degree in any of the following fields: Hospitality | Business | Management | Somatology | Dermatology
SKILLS & EXPERIENCE DESIRED:
- Experience in a senior management capacity
- Experience in a luxury sector - Hotel / Cruise Ship / Private Medical / 5-star resort
- Previous experience working with VIP, Celebrity or Royals
- Clinic / Health Resort or Aesthetic Spa Manager experience - advantageous
- Experience in hospitality with diverse income streams
PRIMARY FUNCTIONS OF THIS ROLE:
Business Strategy Development
- Stays current with industry trends
- monitors strengths and weakness of competition
- explores new business opportunities;
- develops business plans designed to maximize property customer satisfaction and profitability
Business Strategy Execution
- Executes strategies designed to maximize customer satisfaction, profitability and continually ensures strategies and actions have a positive impact on company's performance.
Talent Management and Organizational Capability
- Creates and maintains a cohesive and high-performance staff compliment that continuously strives for positive results and improvement and 5-star service delivery
Business Data Analysis
- Reviews business related data such financial performance, inventory, employee engagement, and customer satisfaction
- Analyzes business information to proactively address changing market conditions
- ensure business operates within budgetary guidelines, and achieves profit margin goals
- Process business information to identify indicators of product and service successes and opportunities for improvement
Revenue Management
- Develop effective pricing strategies,
- balancing seasonality, economy, customer segments, company objectives and guest satisfaction;
- establish revenue strategies that supports the company’s positioning in local market;
- ensures sound revenue practices are in place.
Owner Relations
- Builds strong rapport with property owners through proactive and on-going communication;
- keeps owner informed of brand initiatives and guest experiences;
- provides owners with in-depth analysis of property performance,
- incorporating guest and financial and employee business data.
Guest Relations Management
- Interacts with guests and patients on a frequent basis to obtain feedback about their experiences on property;
- utilizes guest feedback to recognize outstanding employee service performance and improve service delivery;
- Stand accountable for addressing service failures or potential service failures,
- Design and implement innovative ways to exceed guest expectations;
- promote an exemplary image
- anticipate the needs of large groups or high profile guests in order to deliver 5-star service