OPERATIONS MANAGER

Reports to: Managing Director/Owner/Board

ROLE & CONTEXT

Purpose of Role

 The OPERATIONS Manager is responsible for all aspects of operations at the Hotel, to day-to-day staff management and Patrons. He / She should be an ambassador for the Hotel. Provide leadership and strategic planning to all departments in support of service culture, maximized operations and patron satisfaction. Work Very closely with the CEO, owners and other stake holders i.e. consultants

Responsible for managing the Hotel management team (HOD's) and overall Hotel targets to deliver an excellent Hotel experience. A Operations Manager would also be required to manage between profitability and Patron satisfaction measures.

CONTEXT

• The Luke Hotel was established in 1993 in Nairobi and 2002 in Thika
• The Luke Hotel leadership is dedicated to win in an industry that is dynamic and discerning patron 

Professional needs

• Given the above there is need for the Hotel to have a solid Leader to spearhead the Ambition  

INTERNAL PROFILE 

• Reporting to the CEO

• He/She will have strong relationships with: -

• CEO/Board

• Leadership team 

• Patron groups 

• Relevant stakeholders-Govt,Indistry 

• Reportees

• Head of departments

EXTERNAL PROFILE 

• Excellent relationships with 

1. High levels of respect/contact with clients.

2. Service Providers/Suppliers 

3. Peers in FMCG industry, external industry data 

KEY FINANCIAL DATA

• Responsible for the effective development and management of budgets 

• Budget tracking and Cost management

ENVIRONMENT

• 80% Office 20% field. Role expectations

KEY ACCOUNTABILITIES

Role Expectations

• Oversee the operations functions of the Hotel, as per the Organizational chart.

• Hold regular briefings and meetings with all head of departments.

• Ensure full compliance to Hotel operating controls, SOP’s, policies, procedures and service standards.

• Lead all key property issues including capital projects, customer service and refurbishment.

• Handling complaints, and oversee the service recovery procedures.

• Responsible for the preparation, presentation and subsequent achievement of the Hotels annual Operating Budget, Marketing & Sales Plan and Capital Budget.

• Manage on-going profitability of the Hotel, ensuring revenue and Patrons satisfaction targets are met and exceeded.

• Ensure all decisions are made in the best interest of the Hotel and management.

• Deliver Hotel budget goals and set other short and long term strategic goals for the Hotel

• Developing improvement actions to carry out costs savings.

• A strong understanding of P&L statements and the ability to react with impactful strategies

• Closely monitor the Hotel business reports on a daily basis and take decisions accordingly. 

• Ensure that monthly financial outlooks for Food & Beverage, Admin & General, on target and accurate.

• Prepare a monthly financial reporting for the owners and stake holders.

• Draw up plans and budget (revenues, costs, etc.) for the owners.

• Helping in the procurement of operating supplies and equipment, and contracting with third-party vendors for essential equipment’s and services.

• Act as a final decision maker in hiring of key staffs.

• Coordination with HOD's for the execution of all activities and functions.

• Manage and develop the Hotel Executive team to ensure career progression and development.

• Provide effective leadership to Hotel team members.

• Lead in all aspects of business planning.

• Respond to audits to ensure continual improvement is achieved.

• Responsible for legalization, Occupational Health & Safety Act, fire regulations and other legal requirements.

ROLE CAPABILITIES

Qualifications

The ideal candidate is a seasoned and highly intelligent Hospitality industry professional with outstanding, management skills and extensive hands-on experience. Available to work when needed, including weekends, holidays, and nights.

A university degree in hotel management or a related field with Experience in opening, managing or re-positioning a Hotel with clear track record. Excellent computer system skills

Experience

At least 5 to 10 years’ experience in the hospitality industry, with significant experience in Hotel management and at least 3 years as a Operations Manager or Asst. Operations Manager

Functional Capabilities

• Mastery in the principals of Hotel management and marketing

• Excellent customer/Patron servicing

• Business analysis / Information management

• Conflict management

• Basic human resource experience 

• Brand building and Innovation

• Basic Financial Accounting

PERSONAL CAPABILITIES

Leadership Capabilities

• High Emotional Energy - 

• Infectious 

• Sharp Edge –  

• Well developed Insight & generation 

• Good coach & Mentor

Organisational Capabilities

• Clean and sharp organizational abilities

• Rapid Capability Building – 

Personal Capabilities

• Demonstrate high integrity and honesty.

• Strategically aligned.

• Team player.

• Performance delivery ethic.

• Assertive.

• Commercially astute.

• Leadership & coaching.