OPERATIONS MANAGER - LUXURY HOSPITALITY

FRANSCHOEK - Cape Winelands (Western-Cape) - South Africa

STARTING DATE: A.S.A.P

REPORTS to: Managing Director

TRADING HOURS & SHIFTS:

PACKAGE POTENTIAL & COMPANY BENEFITS:

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

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