Director of Operations

Summary

The Director of Operations will provide leadership for all the day to day operations of the hotel including the Kitchen, Banqueting, Restaurants, Executive Lounge, Room Service, Stewarding, Food & Beverage Cost Control, Front Office, Concierge, Housekeeping, Loyalty, Security and Recreation (Spa and Gym where applicable) in respect to standards, revenues and cost control with the aim of achieving optimum financial returns for the company/owners, whilst ensuring highest levels of associate and guest satisfaction.

• Recruiting, training and supervising staff
• Managing budgets
• Maintaining statistical and financial records
• Planning maintenance work, events and room bookings
• Handling customer complaints and quires
• Promoting and marketing the business
• Ensuring compliance with health and safety legislation and licensing laws

• Maintaining a business environment based on the Code of Conduct and Company Vision
• Maintain and enhance the open door policy to all associates providing advice and guidance when needed in regards to their issues or concerns and/or grievances
• Responsible for People leadership of direct reports (recruitment and selection, performance management (Appraisal/PDP), associate development and motivation, counseling / disciplinary issues.
• Conduct regular coaching sessions/1:1s with direct reports

• Ensure that the hotels are fully compliant with Wyndham people processes and deadlines that govern all Wyndham properties.
  
  E.g. AES, Success Matters, Probation reviews etc.
• Ensure that the administration of the probation review process in the operational departments and ensure that follow-up for all issues is done in timely manner and results of both follow-up and the initial reviews are communicated to all relevant parties
• Talent Reviews taken place as per the communicated timeline and are live in the business
• Ensure 100% compliance with all mandatory training for departments; as well as the Departmental Trainers are positively encouraged
• Manage the AES process,ensure that the follow up meetings are done and the associates have timely feedback.
• Conduct interviews for relevant roles in conjunction with HR
• Review manning and re-recruitment of all positions in conjunction with HR
• Ensure that you dine in the Associate restaurant at least three times a week and provide HR Leader on property feedback
• Support WYNcom with quarterly People, Community and Sustainability engagement events

• To conduct or chair regular communication meetings with team(s) and actively participate in relevant business meetings to facilitate effective communication.
• Conducted documented 121’s with all direct reports
• Share all relevant information with GM & HR in 121’s
• Quarterly Hotel Meeting

• Plan and track departmental budget
• Plan and track departmental holidays and lieu days as per the needs of the business
• Review with the Finance Leader/HR Leader the payroll figures
• Ensure that the payroll is submitted to HR on the agreed date

Alongside these key competencies, the incumbent of the role will be required to demonstrate the fundamentals of the company’s Count on Me! service culture to be responsive, respectful and deliver a great experience to our customers, guests, partners and communities as well as to each other.

• Bachelor’s degree in Hospitality
• 5+ years’ experience in Hotel Management
• Strong knowledge of hospitality software and MS office

Any other reasonable duties as directed by the Cluster General Manager