SUMMARY

The Director of Operations will provide leadership for all the day to day operations of the hotel including the Kitchen, Banqueting, Restaurants, Executive Lounge, Room Service, Stewarding, Food & Beverage Cost Control, Front Office, Concierge, Housekeeping, Loyalty, Security and Recreation (Spa and Gym where applicable) in respect to standards, revenues and cost control with the aim of achieving optimum financial returns for the company/owners, whilst ensuring highest levels of associate and guest satisfaction.

It is not the intent of this job description to cover all aspects of the position but to highlight the most important areas of responsibility.

KEY RESPONSIBILITIES

Recruiting, training and supervising staff

Managing budgets

Maintaining statistical and financial records

Planning maintenance work, events and room bookings

Handling customer complaints and quires

Promoting and marketing the business

Ensuring compliance with health and safety legislation and licensing laws

Leadership

Maintaining a business environment based on the Code of Conduct and Company Vision

Maintain and enhance the open door policy to all associates providing advice and guidance when needed in regards to their issues or concerns and/or grievances

Responsible for People leadership of direct reports (recruitment and selection, performance management (Appraisal/PDP), associate development and motivation, counseling / disciplinary issues.

Conduct regular coaching sessions/1:1s with direct reports

Human Resources

Ensure that the hotels are fully compliant with Wyndham people processes and deadlines that govern all Wyndham properties. E.g. AES, Success Matters, Probation reviews etc.

Ensure that the administration of the probation review process in the operational departments and ensure that follow-up for all issues is done in timely manner and results of both follow-up and the initial reviews are communicated to all relevant parties

Talent Reviews taken place as per the communicated timeline and are live in the business

Ensure 100% compliance with all mandatory training for departments; as well as the Departmental Trainers are positively encouraged

Manage the AES process,ensure that the follow up meetings are done and the associates have timely feedback.

Conduct interviews for relevant roles in conjunction with HR

Review manning and re-recruitment of all positions in conjunction with HR

Ensure that you dine in the Associate restaurant at least three times a week and provide HR Leader on property feedback

Support WYNcom with quarterly People, Community and Sustainability engagement events

Communication

To conduct or chair regular communication meetings with team(s) and actively participate in relevant business meetings to facilitate effective communication.

Conducted documented 121 s with all direct reports

Share all relevant information with GM & HR in 121 s

Quarterly Hotel Meeting

Finance

Plan and track departmental budget

Plan and track departmental holidays and lieu days as per the needs of the business

Review with the Finance Leader/HR Leader the payroll figures

Ensure that the payroll is submitted to HR on the agreed date

Alongside these key competencies, the incumbent of the role will be required to demonstrate the fundamentals of the company s Count on Me! service culture to be responsive, respectful and deliver a great experience to our customers, guests, partners and communities as well as to each other.

Experience, Certification & Education

Bachelor s degree in Hospitality

5+ years experience in Hotel Management

Strong knowledge of hospitality software and MS office

Any other reasonable duties as directed by the Cluster General Manager