Hotel Operations Officer

The Hotel Operations Officer is responsible for the day-to-day operations and administration of the Shirley Retreat Hotel ensuring a high standard of customer service, staff performance, and property maintenance. The Officer also oversees all financial, scheduling, and compliance-related activities.

RESPONSIBILITIES AND DUTIES

   The Hotel Operatons Officer will have primary responsibility for:

1. Monitoring employees to ensure bedrooms are properly cleaned and prepared for incoming guests and that conference and meeting rooms are properly set up.
2. Ensures the hotel lobby is used primarily by the hotel guests and that suppliers of goods, and workmen doing repairs use the side entrances of the property.
3. Meets and greets customers, addressing their needs and concerns promptly.
4. Handles customer feedback and complaints in a professional manner.
5. Ensures reservations for accommodations, conference and meeting rooms are properly done.
6. Ensures functions and meetings run smoothly.
7. Trains and orients new employees.
8. Prepares and communicates work schedules for team members based on occupancy.
9. Supervises property maintenance, repairs, and renovations.
10. Coordinates with contractors and suppliers for timely service delivery.
11. Ensures security is effective.
12. Carries out routine inspections of all guest rooms, meeting rooms, the outside property and outdoor areas to ensure the highest level of cleanliness, maintenance and customer service.
13. Ensures compliance with licensing laws, health and safety and other statutory regulations.
14. Ensures that audio-visual (AV) equipment is set up and functioning properly for events and meetings.
15. Prepares monthly salary and overtime sheets based on work schedules for submission to the payroll department.
16. Reviews payroll and monthly supplier payments for accuracy prior to submission.
17. Signs off on all collections submitted by Customer Service Representatives against total reservations pulled from the Little Hotelier system for the period.
18. Ensures that all monies are properly checked off and that bank lodgments are done weekly.
19. Signs off on quotes for groups, accommodation, and conference room bookings.
20. Responds to guest messages and reviews on online travel agency (OTA) platforms.
21. Supports the implementation of hotel marketing and promotional initiatives as required.
22. Renews all operational licenses (e.g., Public Health, Fire, and Security) to ensure the property remains compliant with TPDCo requirements.
23. Any other duties that may be assign.

Special Conditions associated with the job:

• May require working late nights, weekends and holidays.