Due to exceptional demand, we are looking to increase our team at the Vale Resort and are currently recruiting for a Resort Operations Manager.
To assist the Hotel Manager in leading the Hotel Division, you will provide leadership and direction to your senior management team, playing a critical role in the development and delivery of the Hotel’s strategy in the context of the Resort.
Operations
1. Assist the Hotel Manager in formulating annual Resort budgets consistent with the Company’s business strategy.
2. Ensure departmental business plans are in place which contribute to the overall Resort strategy.
3. Implement budgetary controls to ensure departmental salary budgets and agreed wages to sales ratios are achieved.
4. Prepare periodic general expenditure and revenue budgets as requested by the Hotel Manager and the Financial Controller.
5. Prepare quarterly forecasting of food & beverage revenue.
6. Prepare annual capital expenditure budget ensuring minimum stock levels are maintained throughout the food & beverage departments.
7. Assist the Hotel Manager in closely monitoring and reviewing stock procedures, invoicing, and cash-handling procedures. Work with the management team to fully investigate any discrepancies, following up with detailed reports to the Hotel Manager.
8. Monitor controllable costs, including utilities and waste management, working to achieve targets and reduce expenditure.
9. Complete and encourage other senior team members to do regular floor walks to assess critical areas of the operation to ensure excellent standards of service and housekeeping standards are maintained at all times.
10. Ensure that maintenance issues are appropriately prioritized to minimize disruption to the business.
11. Carry out regular inspections of departments within the Resort to ensure SOPs, training records, Resort standards and procedures are adhered to, and housekeeping is of the required standard.
12. Be available when necessary to assist in other areas of the business.
13. Ensure that all guests and members receive the highest standards of service within the Resort by creating a motivating environment of sincerity, warmth, and welcome.
14. Work with the Front of House Manager on guest/digital alchemy feedback to highlight areas of concern and present your findings and proposed changes to the Hotel Manager.
15. Be fully knowledgeable of the facilities and systems throughout the Hotel and the Resort complex.
16. Ensure POS and promotional materials are in place, up to date, and readily available to any guests at The Resort.
17. Ensure your department managers continually audit department and staff standards to consistently deliver and improve service levels to guests and members.
18. Monitor to promote continual improvement and ensure that any complaints received are investigated and answered in a professional and timely manner.
19. Ensure that the Hotel is maintained and presented to an appropriate standard, taking the necessary action to resolve any issues.
20. Manage the F&B Sales plan in conjunction with the Marketing Manager and Hotel Manager, implementing marketing promotions across all F&B areas, checking to ensure that POS meets trading standards legislation at all times.
21. Work closely with the Food & Beverage team looking at ways to continually improve the operation and service levels provided.
22. Meet with the Sales, Marketing, and Reservations team on a regular basis to develop seasonal promotions and continually review the products and services offered at the Resort.
23. Work closely with the Hotel Manager and the Head Chef, looking at current trends, reviewing the operations, and developing unique selling points for the Resort.
24. Develop and refine outlet concepts, menus, and pricing strategies together with the Head Chef.
25. Consistently monitor the product against standards to ensure the Resort remains competitive against local and current trends.
Staff Management & Development
1. Meet and surpass Resort targets and key performance indicators as set by the Hotel Manager.
2. Review departments KPI’s on a weekly basis taking steps to improve any issues or develop more tangible/SMART targets.
3. Ensure that F&B standards comply with all current UK and EEC regulations regarding the Licensing laws, Weights and Measures Act, food safety, allergens, and Trading Standards.
4. Ensure that staff maintain a high standard of personal appearance and wear the uniform provided.
5. Promote an environment that encourages staff learning and development, supporting all training opportunities including mentoring and coaching your Managers while also supporting the NVQ and product training programmes.
6. Ensure that all staff are developed in line with the Company’s strategic objectives.
7. Implement the PDR process within the Hotel and oversee the development and implementation of training plans within the Hotel division reviewing the process every 6 months in line with Resort standards.
8. Motivate staff through effective management.
9. Continually review performance management, addressing and resolving any issues in a fair, professional, and timely manner.
10. Liaise with HR for the recruitment of all staff.
11. Monitor absence levels throughout the division taking any action necessary to resolve absence issues, making HR aware of any issues.
12. Ensure that staffing is in line with business levels and controlled through rota management.
13. Conduct regular team meetings with all HODs to discuss operational issues, budgets, guest feedback, and mystery guest reports to review business, guest service, continually looking to improve the business. Ensure that there are adequate systems of communication between the Hotel and the Sales team.
14. In conjunction with the HR department, initiate disciplinary proceedings where necessary ensuring a full and thorough investigation is complete.
15. Monitor the management and development of the front of house team.
Health & Safety
1. Work with the management team and Health and Safety manager to ensure the resort continues to improve in health and safety.
2. Ensure contractors have the required documentation and Insurance paperwork before they commence work within the Hotel.
3. Attend all monthly health & safety meetings ensuring any issues are highlighted and resolved in a timely manner.
4. Ensure staff check all equipment and furniture used within the division on a regular basis highlighting any concerns immediately.
5. Review the security system within the Hotel on a regular basis to ensure it is in good working order and any issues are immediately reported to our security provider.
Legal & Compliance
To ensure that the Hotel is legally compliant, in particular to ensure compliance with:
1. Trading Standards
2. Health & Safety Regulations
3. Alcohol Licensing
4. Weight & Measure Act
5. Fire regulations
6. COSHH Regulations
7. Food Hygiene Regulations
8. RIDDOR Regulations
9. Equality Act
10. GDPR
11. Child Protection Legislation
The above list provides a list of common legislation but is not a definitive list.
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