Operations Manager

The Operations Manager is responsible for overall leadership of the Manta Lodge Hotel and Dive Centre (the Property) operations to ensure maximum revenue and guest satisfaction while positioning the Property in a recognizable position in the marketplace.

 Job Responsibilities

• Reviews and improves organizational effectiveness by developing processes, coordinating employees’ activities, establishing a highly motivational work environment, and implementing innovative changes.
•  Manages the ongoing profitability of the Property, ensuring revenue targets are met and exceeded.
•  Prepares, implements and monitors the Property’s annual Operating Budget, Capital Budget and Marketing and Sales Plans in accordance with approved strategic direction.
• Develops, implements and monitors short-, medium- and long-term strategic goals for the Property with corresponding KPIs for approval by the Chief Executive Officer.
•  Manages the sale and promotion of the Property on the domestic and international levels, including revenue management activities, to exceed the objectives of the annual Marketing and Sales Plan.
• Manages all costs including labour, operating, food, and beverage to ensure compliance with budget expectations.
• Resolves all guest complaints to ensure guest satisfaction and oversees the service recovery process in accordance with Brand standards.
• Ensures that the Property is maintained to the highest standards and in accordance with Brand requirements.
• Develops all Team Members through performance appraisals, training and development in consultation with the Chief Executive Officer.
• Develops policies and procedures in accordance with the approved direction and Property needs.
• Ensures full compliance with Property operating controls, SOPs, policies, procedures and service standards.
• Assists with the procurement process as it relates to operating supplies and equipment, and liaising with third-party vendors for essential equipment and services.
• Oversees and controls all stocktaking and maintaining inventory levels and control.
• Maintains project timelines to ensure tasks are accomplished efficiently.
• Resolves internal staff conflicts efficiently and to the mutual benefit of all involved.
• Ensures the Property fully complies with all relevant Government Legislation relevant to the operation of the Property.
• Submits regular reports to the Chief Executive Officer to include accurate financial statements, guest satisfaction surveys and marketing activity reports.
• Provides the Chief Executive Officer and the Manager, Finance and Investments, with all required reports on a timely basis including but not limited to, forecasts, daily revenue sales activity, weekly and monthly performance summaries.
• Conducts regular staff meetings, prepares work schedules ensuring that staff levels are commensurate with projected occupancy rates and assigns specific duties.
• Assist in any department needing help during peak times or due to staffing issues.
• Performs any other responsibilities as assigned.

Education and Job Experience

1. At least 15 years’ experience in the hospitality industry, with at least 10 years’ management/senior level experience.
2. BSc in Business Management, Hospitality or related field.
3. Postgraduate qualifications will be an asset.
4. Professional membership from a recognized institution will be an asset.

Any other suitable combination of qualifications and experience may be considered.

Knowledge, Skills and Abilities

• Must be available to work flexible hours and days, and may need to be available weekends and nights, and holidays.
• Must possess excellent leadership and organizational skills.
• Strong Customer service experience and training.
• A strong understanding of financial statements and the ability to react with impactful strategies.
• Ability to maintain a flexible work schedule, including evenings and weekends and public holidays.
• Excellent technical writing, verbal and presentation skills
• Detail-oriented and highly organized.
• Knowledge of facilities management, food and beverage and housekeeping standards and operations.
• Ability to work under pressure.
• Ability to multi-task and manage time effectively.
• Excellent communication, interpersonal, conflict resolution and negotiation skills
• Knowledge of relationship management for corporate entities, with good network amongst utilities and state agencies