Operations Manager: Retail

SUMMARY:
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POSITION INFO:

The Operations Manager: Retail & Resort will be responsible for leading the planning, management, and governance of the end to end operation, as well as the day to day retail business operations (including retail F&B outlets) across the resort, including the customer experience and relationships with tenants with the aim of ensuring these areas are well maintained and secure, and that synergy is achieved across the property in line with customer experience standards, budgets and legislative requirements with the ultimate objectives of driving footfall, increasing revenue and managing any areas of risk, in line with legislation, regulations and conditions of license.

• Understand the Business and Unit strategy and operationalise objectives, targets and deliverables for all retail operating areas
• Build a customer value proposition for Retail F&B, Retaill areas, providing a clear plan of the operational vision and objectives to be achieved. This is likely to involve collaborating closely with other senior managers across the business in order to support their Customer Experience strategy, evaluate areas of risk, and achieve operational targets
• Create synergy and alignment of the retail strategy across operations, communicate objectives, promotions and standards to the retail team, business partners and key stakeholders to ensure optimal implementation throughout the experience
• Build, negotiate and manage relationship agreements and partnerships with key suppliers, retailers, and sponsors to achieve business objectives and leverage new opportunities and joint initiatives
• Conduct regular walkabouts of retail operating areas (including front of house and back of house areas) and audit retail operations, highlighting areas of concern and collaborating with tenant and service provider management to find a solution for improved excellence in product and service standards
• Oversee the planning, management and delivery of all F&B retail operations, including product development, controls and customer experience
• Facilitate and oversee the quality management and planning of the aesthetic maintenance of the resort and all retail areas across the complex
• Pay close attention to the security of assets across the business; ensuring any areas of concern are addressed immediately.
• Monitor productivities in operating areas
• Manage the financial position for relevant business operations including management of budget, cost management, capex, PIP and forecasting, pricing management, financial reporting on revenue analysis and revenue strategies for these business areas
• Reports and provides feedback to top management on business and consumer retail trends; recommendations of changes and improvements in the retail environment; service standards, financial implications and progress on return on investment
• Be available to deputise for General Manager in his / her absence
• Develop, coach and retain the unit’s high-performing hotel and operational talent

Qualifications

· 3-Year B-Degree (Business Management or hospitality Management) - Must have

Experience

• 10 years experience in the hospitality industry including 4 years F&B management experience
• Experience in managing Business Partners and Service Level Agreements
• Knowledge and experience of the retail environment, promotions and retail management (incl contract management)
• Stakeholder Management
• Thorough understanding of legislation (SHE / LRA/ risk management)