Reporting directly to the Ceo, the Director of Operations is mandated to assist in the planning, managing, directing, reviewing and directing of the entire operation of the hotel. To ensure that guest expectations are consistently exceeded, deliver superior operating performance, provide ownership a return on their investment, ensure the financial success and growth and inspire an open innovative learning environment for all of our Colleagues and Leaders to allow them to reach their full potential. Operations that directly report to this position include: Rooms, Food & Beverage, Security and Engineering in compliance with the guidelines set by Swissotel Hotels and Resorts. More specifically, the Director of Operations will:
Provide direction and drives the strategic plan of the operational areas of the hotel. Actively participate in the strategic planning and ongoing development of the hotel, including revenue forecasting, ensuring the delivery of our environment commitments, overseeing the health, safety and security of our guests and colleagues.
· Lead and support all Divisional and Department Heads pertaining to Rooms, F&B, Security and Engineering in the achievement of their financial and operational targets via effective organizational development, policy and procedural development, and appropriate colleague training activities, thus ensuring our shareholders receive their return on investment.
· Assume the responsibilities of the General Manager in his absence.
· Clearly demonstrate to guests and colleagues a commitment to service excellence through the effective implementation and delivery of Fairmont Hotels & Resorts Core Standards at all times.
· Foster a winning, solution-oriented work environment, motivating and engaging colleagues to continuously deliver the best possible service to our guests.
· Direct operational needs to ensure compliance with the hotel’s Annual Budget and Strategic Plan.
· Ensure that monthly financial outlooks for Rooms and Food & Beverage are on time, on-target and accurate.
· Coordinate the planning and implementation of capital projects.
· Monitor and act on staffing levels and productivity targets.
· Update and ensure timely awareness of the hotel’s business continuity plan as well as its emergency and crisis management plans.
· Function as a key member of the hotel Executive Committee and leadership team.
· Liaise with the outsourced Security company in relation to the Security issues of the hotel.
· Work with related departments to ensure efficiency in meeting guests needs.
· Promotes hotel services and amenities to encourage an exceptional hotel experience.
· Responsible for maintaining and enhancing the service standards and to improve digital media ratings and guest satisfaction indexes.
· Ensure the guest complaints are handled in a professional manner.
· Work in a non-supervised environment and take ownership for independent decisions made in the best interest of the guest’s experience.
· Ensure that all operational staff follow policies, procedure, standards as set by the Hotel Management.
· Observe to follow all of Swissôtel Makkah’s policies and procedure.
· To prepare the annual budget related to the Operations together with the Director of Finance.
· To support and practice the Corporate initiatives., including PMS (Performance Management System) and any other Corporate initiatives recommended by the Corporate Office.
· Perform any other tasks and duties as may be assigned by the General Manger of the Hotel.
· To follow the hotel set Safety Standards, and adhere to all rules and regulations as set out by the Occupational Health and Safety Act and to take reasonable care at work so as not to put self or others at unnecessary risk.
· To ensure the health, safety and welfare of all team members and ensure active Colleague Engagement across all departments in the property.
· In your capacity as Director of Operations, you will need to work closely with the Director of Sales and Marketing, Financial Controller and Human Resources Manager to ensure the smooth running of the hotel.
Skills
We are looking for a well-organized and creative candidate with excellent communication and interpersonal skills, who is able to display a “passion for perfection” and work in a dynamic environment. In addition, the candidate should possess:
A minimum of 3 years’ experience in the capacity of an Executive Leader/ Division Head at a 5 star / 5 Diamond International property. Operational experience is a must.
Strong interpersonal and problem solving abilities
Highly responsible & reliable
Ability to driver performance of the team members at all levels to achieve organizational goals.
Ability to focus attention on guest needs, remaining calm and courteous at all times
Proven record to coordinate multiple departments to make gains towards targeted GSI, GOP, CES results.
Clear working knowledge of budget planning and execution.
Exceptional communication, interpersonal and guest handling skills.
Ability to motivate developing leaders to act as entrepreneurs while innovating guest oriented solutions creatively and profitably.
Self-confident, proactive, and able to prioritize and make effective decisions .
Ability to build strong relationships, interact and influence others at all levels of the organization.
Proven team-builder with outstanding motivational skills and coaching ability.
Computer literacy a must, with a strong knowledge of Word, Excel, Word, Outlook and PowerPoint.
University/College degree in a related discipline.
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