Operations Manager

Scope and General Purpose
To control, manage and maintain operational standards of the departments under your control, and
to ensure that all departments adhere to the prescribed Company & Client standards and that the
highest levels of guest and staff satisfaction are always achieved.
To ensure the implementation, maintenance, monitoring and training of staff in front and back of
house procedures and ensuring that the highest level of internal and external guest satisfaction is
achieved and upheld
Maintain operating and service standard levels, in keeping with Company & Client expectations by
means of monitoring the staff’s performance levels.
Key Performance Areas
1. Customer Satisfaction
? To report and where possible act for any customer or clients’ complaint or compliments.
JOB DESCRIPTION
OPERATIONS MANAGER
? Have sound, hands on experience in the technical field such as , electrical work, fitting
and turning, plumbing and overall insight / experience in hospitality property
management systems.
? Strive in the achievement of total customer satisfaction by ensuring that every customer
is given polite, friendly, and personal service.
? Ensure that all departments are standardised in terms of service to guests.
? Strive for nil customer complaints.
? Turn customer complaints and potential negative customers into positive ones.
? Actively promote and market your business by continually liaising with the Marketing
service providers.
? Implement and monitor all marketing initiatives.
? Liaise on an interpersonal level with all guests (internal and external)
? Oversee the monitoring of the guest levels with prompt and efficient service control.
? Ensure all guests are greeted on arrival and departure.
? Oversee and management of customer queuing on busy days.
? Handle operations phone as and when required.
? Handle email and telephonic enquiries.
? Ensure that the highest standards of safety, cleanliness, tidiness and hygiene is
maintained in all areas including but not limited to public areas, function venues,
restaurants, viewpoints, grounds, and parking areas.
2. Duties and Quality of Work
? To stand in for the General Manager when required to do so in his absence.
? To ensure that highest level of accuracy is achieved in the sales.
? To ensure that the required levels of operating equipment and statio