Operations Manager – Villas Front Office

Job Summary

An opportunity has arisen for an Operations Manager to join our Villa Fteam in Jumeirah Zabeel Saray.
Sales

• Set the strategies along with the DOSM and implementing sales activities in order to drive business from new clients (additional business to the existing portfolio of key accounts)

• Effectively develop the respective potential accounts and achieve the set revenue targets

• Monitoring market trends, collecting and sharing market intelligence with the team and the management.

• Supporting and communicating Jumeirah’s brand promise” Stay Different”.

• Source new partners to increase market share (concierge companies, high end travel agents, relocation companies, etc)

• Maximise revenue generation based on source market analysis.

• Develop annual Royal Residence strategy together with DOM and DOSM supporting overall hotel’s Commercial Plan aimed to deliver financial targets.

• Establish annual revenue targets for the Royal Residences and utilize as measurement tool.

• Record Sales activities and accomplishments through Sales force

• Contribute to overall Commercial Strategy of JZS through collaboration with Sales, Marketing and Revenue leadership.

Front Office

• To ensure smooth and efficient daily operation of the Residences / Hotel ensuring that all guests and visitors receive an optimum level of service and care at all times.

• Trains, cross –trains, and retrains all Butlers / Guest Relations to execute brand standards.

• Organize/Perform/ Arrange curb side and In Villa/Top Suites check in for VIPs.

• Maintain and Execute room inspections, escorting, pre arrival calls, courtesy calls for VIP guest in house, Post stay emails and follow ups.

• Follow up / reply on guest reviews and complaints.

• Welcomes VIP guests, establish rapport and socialize to become a point of reference during stay and establish long term loyality.

• Directs the activities of Butlers / Guest Relations to create a welcoming experience.

• Establish correct protocol for pre arrival experience ensuring customized services.

• Ensure correct protocol and treatment is prepared and given to our high profile VIP guests.

• Ensure that all guest arrival and departure procedures are completed as defined in the Butler / Guest Relations Manual.

• Ensure that all Guest History Files are well maintained by supervising maintenance of guest history records and carrying out regular spot-checks on the quality & usefulness of the information.

• Handle customer complaints and feedback according to Jumeirah standards ensuring complaints are recorded when necessary.

• Personalization of guest experiences.

• Maintain privacy at all times, as the main point of contract.

Administrational

• Oversee the duty schedule of Butlers / Guest Relations to ensure that there is sufficient supervision and manning for all daily operations.

• Ensure that appraisal are conducted effectively in Residences department and recorded according to Jumeirah Policy.

• Ensure that SOP’s and manual are updated and available for all colleagues.

• Ensure all training for colleagues is conducted and recorded.

• Control review and update SOP’s whenever necessary and ensuring that any changes are communicated to all concerned staff.

• Maintain records of customer feedback and records of action taken to address complaints and negative rating and/or comments.

• Communicate new or amended procedures to relevant departments/colleagues in timely manner, ensuring they have been understood.

Operational

• Assist in the daily operation ensuring to always be a leading example showing excellent customer service skills.

• Attend the daily Rooms Division morning meeting.

• Ensure regular department meetings are being held and that open communication is taking place and outstanding issues are followed in all Residences Department.

• Attend Operational and Department Head meetings whenever required and actively participate in achieving common results.

• Build and maintain close relationship with VIP guests to obtain information about how to continuously improve the hotel services

• Meet or ensure proper greetings of VIP’s on arrival according to VIP level and protocol.

• Identify customer service problems and make adjustments to standards, systems and procedures to ensure continued service quality.

• Measure and monitor operational performance to achieve best results at all times.

• Communicates and liaises at all times with Front Office Manager with regards to the daily operation and activities.

• Ensure that the highest quality service is delivered by all team members.

• Lead and motivate the team, ensuring maximum colleague productivity.

• Ensure manning and competence level of selected colleagues is sufficient for the department to meet the needs of the organization and customer

• Maintain open line of communication and ensure customer complaints/feedback is handled effectively and efficiently by liaising with other related departments and complying with Jumeirah & Customer Feedback standards.

• Demonstrate a full understanding and knowledge of all in-house services, facilities, amenities and functions.

• Handle customer complaints and feedback according to Jumeirah and ZS standards ensuring complaints are recorded when necessary.

• Supervise the daily allocation of VIP rooms and selection of appropriate VIP amenities.

• Carry spot-checks on, in-room VIP amenities to ensure that the correct Standard is maintained.

• Ensuring measurable quality objectives are established and actively participate in the review of these objectives.

• Actively promote an awareness of customer requirement.

• Ensure that colleagues are aware of the relevance and importance of their activities and how they contribute to the department objectives.

• Provide constant coaching, counselling and discipline to colleagues to ensure their capability to meet the needs of the customer and the organization.

• Work with Business Excellence for Root Cause Analysis.

Financial

• Issue purchase requests and approve store requisitions, ensuring that departmental stocks are sufficient, but not exceeding the requirement.

• To ensure that all department expenses are in line with the budget and that all costs are strictly controlled with focus on amenity costs

Other Duties

• Motivate colleagues and provides a work environment which brings out the best in team members

• Supports individual team members to achieve personal & professional goals

• Responsible to enhance skills of colleagues and team leader in various aspects of operations by constantly monitoring their performance levels.

• Achieves work objectives through effective delegation

• Undertakes bi-monthly feedback sessions for relevant team members

• Ensures that all employees follow health & safety rules and procedures.

• Takes corrective action when required to improve safety of work areas.

• Provides training to ensure all team members develop & grow

Qualifications

The ideal candidate for this position will have the following experience and qualifications:

• Able to converse and resolve guest complaints/issues in a calm and professional manner

• Detail-oriented, organized and very flexible with working extended hours

• Energetic with a positive attitude

• Diploma or Degree equivalent Hotel related education

• Minimum 02 years hotel leadership experience, including Guest Service / Sales Supervisory/Management experience

• Proficient in OPERA PMS

• Proficient in Windows – Word, Excel, Power

Point

• Proficient in Outlook

• Language Skills such as Arabic, German or Russian would be of advantage

• Leadership skills

• Personal interaction skills

• Understanding of Cost Controlling

• Interviewing and hiring, disciplinary action, coaching, counselling