Director, Operations (m/f)

Description

• The Director, Operations reports directly to the General Manager and acts on their behalf in their absence. Is responsible for the entire operation including Food and Beverage, Rooms, Guest Experience and Sales and Marketing. Your role is to enforce standards and, to guarantee a consistently high quality guest experience. Coordinates all aspects of the operation to ensure that each outlet functions at an optimal level in key areas including service, revenue generation and cost management. Creates a culture which is service focused, positive and driven to succeed, open to change and creative in approach. Fosters the talent within the department to ensure that all reporting HODs and Talents are effective in their current roles and developed to the next level

Duties

• Actively participate in the strategic planning and ongoing development of the hotel, including revenue forecasting, ensuring the delivery of our environment commitments, overseeing the health, safety and security of our guests and colleagues
• To manage the cost effective and efficient operation of the Hotel in order to maximize guest satisfaction, employee engagement and satisfaction and EBITDA
• Assist in the co-ordination, preparation and motivation of the annual budget and profit improvement plans of the business. Implement and control budgets assigned to the Operations Department. Management of Forecasting vs Budget short falls
• Lead and support all departments in the achievement of their financial and operational targets via effective organizational development, policy and procedural development, and appropriate colleague training activities, thus ensuring our shareholders receive their return on investment
• Ensure that monthly financial outlooks for Rooms and Food & Beverage are on time, on-target and accurate
• Together with the Front Office Leadership, maximize departmental profit percentage through enhanced revenues, by maximizing both occupancy and room rates. At the same time ensure compliance to internal controls and cost controls
• Direct operational needs to ensure compliance with the hotel’s Annual Budget and Strategic Plan
• Clearly demonstrate to guests and colleagues a commitment to service excellence through the effective implementation and delivery of Fairmont Hotels & Resorts Core Standards at all times
• Responsible for guest relations and for handling guest response alerts within the required time lines
• Foster a winning, solution-oriented work environment, motivating and engaging colleagues to continuously deliver the best possible service to our guests
• Oversee all outside partnership relationships connected with services to the guest or colleagues
• Monitor brand related service standards and guest reviews, and ensure action plans are followed through to deliver and maintain consistently high guest services
• Coordinate bi-weekly leadership and weekly divisional meetings
• Implement appropriate internal controls and cost control measures to maximize profitability and ensure acceptable Rooms and F&B margins
• Together with the Director of Food & Beverage/F&B Manager, provide support to the F&B department by ensuring approval of menus and wine lists including providing kitchen support (Chefs)
• Coordinate the planning and implementation of capital projects
• With the respective Executive Committee members, play a lead role in the management of Hotel initiatives
• Ensure compliance with relevant health, hygiene and liquor laws and follow all safety policies
• Monitor and act on staffing levels and productivity targets. Monitor casual labour hours/rosters as per budget and work demand
• Work closely with the Director of Finance & Business Support to ensure labour forecasts are completed for company standard for presentation to General Manager and in line with revenue and service expectations
• Update and ensure timely awareness of the hotel’s business continuity plan as well as its emergency and crisis management plans
• Function as a key member of the hotel Executive Committee and leadership team
• Assume the responsibilities of the General Manager in his absence

Requisites

• Previous experience in a leadership role within a similar hotel brand or business
• Passionate to grow and develop self and others
• Strong relator with ability to build relationships
• Strategic, creative and able to communicate effectively
• A proven leader who is able to inspire others
• Strong business acumen and demonstrated success in driving the commercial performance of the business and delivering on KPIs

Notes

• Only shortlisted applicants will be contacted