SUMMARY
The Woodbury Hotel Operations Manager is tasked with oversight and is responsible for facilitating its effective operational and financial success in regards to ADR, occupancy and budget to actual results on an annual basis. Overall deliverables include (but are not limited to) ensuring that (a) the system and staff are responsive to those being served, (b) work is being done in a timely and efficient manner, (c) there is effective and respectful communication between all staff and (d) all standards are maintained at the highest possible level.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Works collaboratively and continually to ensure that Hotel operates efficiently and within its assigned mission, and that long-range planning is conducted regarding staffing and resource needs.
- Analyzing financial reports, identifying areas for improvement, and implementing strategies to increase profitability.
- Negotiate contracts with suppliers, vendors, and service providers to obtain competitive pricing and quality services.
- Ensuring compliance with financial regulations and maintaining accurate financial records.
- Proposes and manages the annual budget; works in conjunction with the Director of Operations and Owner of The Woodbury.
- Collaborating with the sales team to identify target markets, create promotional campaigns, and increase bookings.
- Monitoring market trends, conducting competitor analysis, and recommending pricing and packages.
- Develop a messaging framework that communicates your unique value proposition and key differentiators.
- Full extended use of digital marketing tools and social media platforms to enhance the hotel’s online presence and engage with customers.
- Oversees accounting materials related to budget, receipt of deposit, maintaining cash and miscellaneous expenses.
- Create promotions and strategies to maximise revenue. Use of dynamic pricing, occupancy based pricing, daily update rates (compare to competitors in the market) and increase market reach.
- Facilitates reservations and scheduling, including assignment of rooms for guests and provides details of room needs for housekeeping staff.
- Ability to direct and supervise employees in a manner conducive to full performance and high morale.
- Supervising and coordinating the activities of various departments within the hotel, including front desk, housekeeping, food and beverage, and maintenance.
- Ensuring efficient and effective day-to-day operations, maintaining quality standards, and implementing operational procedures.
- Monitoring occupancy levels, revenue, and expenses to optimize profitability.
- Resolving guest complaints and ensuring high levels of customer satisfaction.
- Manages communication including email, WhatsApp, OTA guest messages and written requests for information from in house guests as well as inquiries.
- Updates website with information as needed; orders brochures for lobby as needed
- Proposes capital improvements and works with the Director of Operations and Maintenance department regarding needed repairs in the Hotel.
- Serves as liaison with for FnB department; coordinates banquet events and organises the menu, prices, negotiate rates with vendors / any extra staff required.
- Oversees billing and paperwork for any legal work (e.g. license to be acquired for events with liquor).
- Facilitates transportation arrangements if required by guests.
Staff Management and Training
- Developing work schedules, assigning tasks, and monitoring performance to maintain a high level of service.
- Recruitment, training, managing all staff from all departments of The Woodbury Hotel.
- Conduct regular staff meetings, provide feedback, and foster a positive work environment.
- Implementing training programs to enhance employee skills and knowledge.
General
- Frequently interacts with individuals both within and outside of organization.
- Always maintains the highest health and safety standards; complies with building codes and all other regulations.
- Performs other duties as assigned in the best interest of maintaining and preserving the mission, vision and culture of The Woodbury Hotel.
SUPERVISORY RESPONSIBILITIES
Supervises Hotel staff, including but not limited to: Housekeeping, Food and Beverage, and front office staff.
QUALIFICATIONS
Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employee or others. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Basic Accounting knowledge, including the ability to accurately prepare budgets, weekly deposits and process cash, check and credit card transactions.
- Working knowledge of standard office practices and procedures.
- Demonstrated ethic of accountability in the workplace; experience in maintaining strict confidentiality and discretion.
- Ability to support others’ objectives as his/her own.
- Requires excellent judgment, communication skills, and a personal commitment to outstanding customer service.
- Must be a self-starter with ability to work both independently and as a member of a team.
- Ability to take initiative on projects as directed and demonstrate excellent time management skills, while demonstrating a high degree of flexibility, adaptability, and the ability to prioritize tasks and simultaneously focus on multiple projects and deadlines.
- Strong attention to detail management and organization, with a ‘process quality’ mindset.
- Strong oral and interpersonal communications skills and phone etiquette, with a demonstrated ability to interact with a variety of individuals from a diverse variety of backgrounds and cultures, at all levels of the organization.
- Ability to thrive in a dynamic and friendly environment characterized by growth and change.
- Ability to maintain a positive work atmosphere by demonstrating a pleasant and hospitable demeanor and acting/communicating in a manner which facilitates positive working relationships with customers, volunteers, monks, co-workers and organizational leadership.
- Must be able to follow all safety procedures, including use of approved Personal Protective Equipment.
- In order to provide our guests with a pleasant and healthy experience, while at work the employee is expected to be free of any discernable smells or scents, including but not limited to tobacco, body odor, or personal care products/fragrances.
- Regular and predictable attendance is an essential function of the job.
