Operations Manager

- Perform and monitor day to day operations.
- Fully responsible for all aspects of all departments.
- Support and work with all Head of Departments in all aspects of running the business.
- Ensure each Venue and the Train are set up at all times to the agreed standards.
- Conduct regular operations team meeting with all the management team to discuss routine operational matters, sales targets, guest feedback and action taken for service recovery, and any talents' issues. Minutes of the meeting to be reported to Managing Director.
- Ensure operational and safety standards are implemented in all departments and check the same during routine operational checks.
- Approve the purchase orders of each department and in conjunction with the Chief Accountant ensure the financial reports are an accurate reflection of the business
- Randomly inspecting the stores (F & B / Kitchen) to check the stock in hand (quality, par stock levels, expiry etc) with the F&B leadership of each part of the business.
- Dealing with Suppliers / Vendors for quality products involving Purchase Manager and providing performance assessment of vendors every quarter.
- Inspecting all department with their respective Manager's for cleanliness, ambience, service readiness, staff grooming and hospitality culture.
- Monitor the co-ordination between all departments for smooth and efficient operations.
- Assessing and reviewing customer satisfaction and service recovery process.
- Providing timely and constructive feedback to all direct reports as and when required either formally or informally.
- Conduct weekly / Daily meeting with marketing team
- Monitor and maintain operation and overhead cost in order to maintain maximum profitability
- Be on available on call 24 hours a day to resolve any urgent problems on emergencies.
- To be included in commercial strategies and promote the property within the hotel industry, local community, and trade associations.
- To monitor the Guest feedback on Trip advisor, OTA's, etc and ensure all reviews are answered in a timely fashion.
- To receive and resolve guest complaints and service recovery process.
- To select or assist in the selection of all talents.
- To review talent performance and conduct personnel actions such as disciplinary actions and terminations.
- To maintain accurate financial records in conjunction with the Chief Accountant.
- To ensure full compliance with operating controls, culture, policies, procedures, and service standards.
- To ensure the Revolution Express Mission and Vision are implemented consistently
- To propose to the Managing Director key property issues including capital projects, customer service and refurbishment.
- To perform daily, weekly and monthly property inspections.
- To ensure property, grounds, physical plant, and work areas maintained to standard.
- To build strong working relationships and communications with all talents, HOD's and other departments to ensure maximum operating effectiveness
- To monitor maintenance progress and FF&E (Furniture, Furnishings, and Equipment) conditions and provide status report to Managing Director.
- To conduct the audit on par stock on all areas to make sure that all required supplies are ordered and stocked in advance of need.
- To provide effective leadership to all talents
- To cooperate client handling and take part in new client acquisition along with the sales team
- Respond to audits to ensure continual improvement is achieved.
- To monitor all costs and recommend measures to control them. To establish an integrated cost management plan through product lining, minimal inventories where possible and cost effective.
- To set and control with the Managing Director any incentive schemes
- To prepare monthly forecasts and schedule resources accordingly and submit to Managing Director.
- To assign responsibilities to subordinates and to check their performance periodically.
- To be demanding and critical when it comes to service standards.
- To ensure that all Departmental Operations Manuals are prepared and updated annually.
- To ensure that deadlines on all projects are met and report to Managing Director.
- To participate in weekly Revenue Management meeting conducted by Commercial team.
- To understand and adhere to the Rules & Regulations established in the Revolution Express Talent Handbook.
- To recruit and select talents who can work within the decentralized management philosophy, following the financial, operational, and administrative philosophies outlined above, and who understand Revolution Expresses company culture.
- To conduct regular performance appraisals and give talents regular feedback on their job performance.
- All Other duties as assigned by the Managing Director.