Operations Manager

Job description / Role

Job Description

- Provide timely and thoughtful guidance, coaching, leadership and expert support to all departments.
- Ensure consistent compliance with hotel policies and outstanding, intuitive guest service while maximizing departmental profits.
- Proactively and thoughtfully anticipate and prevent negative guest experiences through training; communication; planning and organizing.
- Oversee all projects within the property; work closely with Head Office; EXchange building management; suppliers and the community to enhance the guest experience and workplace environment.
- Resolve any guest complaints, handling all guest interactions with the highest level of hospitality and professionalism in an accurate and timely manner.
- Provide trouble-shooting support for all hotel services such as internet, TV and in-room tablets.
- Ensure compliance of company's hotel policies, SOP's and any applicable laws and regulations.
- Understand the importance of Guest Reviews on sites such as TripAdvisor, Expedia, Booking.com & Google Reviews, whilst replying in a timely manner.
- Manage guest communication for pre-arrival, in-house and post-departure via the communication tools.
- Regular review of hotel's website and OTA channels to ensure all information is accurate.
- Oversee the ordering process for both departments to ensure spending is kept within budget at all times.
- Organize and host staff appreciation days throughout the year, celebrating hotel and team member achievements.
- Assist departmental leaders with job advertising, recruitment, induction plans and training.
- Perform miscellaneous duties and assists Regional General Manager as directed.

Requirements

- Minimum 3-years as Front Office Manager or Rooms Division Manager in a four or five-diamond property.
- Must have a passion for delivering outstanding service.
- Ability to build trust and relationships with all levels of employees.
- Self-motivated, decisive, responsible and driven to achieve goals.
- Strong interpersonal skills, exceptional oral and written communication skills are essential.
- Ability to think independently, possess good judgement, proven problem-solving skills and effective decision-making skills.
- Experience with RoomKeyPMS, as well as other hotel operational systems and platforms
- Arabic - english language

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.