Cluster Operations Manager

Job Description : CLUSTER DIRECTOR OF OPERATIONS DUBAI FOR WYNDHAM HOTELS reporting directly to the Cluster General Manager, is responsible for the performance of the hotel by maximizing profitability, quality and team member Engagement. The objectives of this role will therefore be to achieve superior guest service, revenue optimization, effective cost-control, and implementation/upkeep of the quality operational standards within the framework of the Wyndham Hotels & Resorts Policies & Procedures KEY RESPONSIBILITIES Service Quality Ensure all guests are assisted in a sincere and courteous manner, wherever possible going the extra mile to ensure guest satisfaction. Anticipate guest’s needs where possible and react to those needs to enhance guest satisfaction. Ensure that all guests are dealt with promptly upon arrival and departure, following the Company’s standards. Ensure the operational teams are fully conversant with the facilities, services and promotions offered by the hotel and whenever appropriate offer this information to the guest. Carryout, review and update where appropriate, all operational departments procedures as per Company policy. To liaise with External Housekeeping Contractor on a daily basis to ensure Minimum Brand Standards are met and maintained. Ensure that the team are correctly uniformed, in line with Company Standards and understand the importance of personal hygiene. Ensure that the team are punctual, polite, courteous and helpful to guests and colleagues at all times. To lead the prevention, recovery and investigation of guest complaints in conjunction with the General Manager To ensure that all VIP guests are met on arrival and departure, and that all additional requirements have been actioned, in order to ensure good customer relations and establish future business opportunities. All appropriate departments are to be informed of any guest special requirements/needs. Managerial Administration Prepare, monitor and check department rotas in line with forecast and service and business needs. Control departmental costs through correct storage and distribution of supplies. Purchase / order departmental supplies and carry out monthly stocktake and action and discrepancies in line with company standards. Maintain financial awareness and understanding of how the role impacts the hotel Profit and loss account and the business as a whole To take an active role in annual budgeting process and development of the Sales Action Plan, with the GM and Sales Manager. To develop a year planner, identifying and managing seasonal peaks and business trends. Therefore, maximising yield, and achieving room’s budget. Maximise Sales Opportunities To maximise revenue, by following rate level management principles. Ensure team awareness and delivery of local and Company promotions and up-selling of products and services. To ensure departmental attendance at daily, weekly and operational meetings within the hotel. Ensure teams knowledge of local area and events. Awareness of competitor products and services. To identify possible sales leads, and pass to Sales Manager or Central Sales Team. Legal Compliance Ensure that company and legal standards for cleanliness are maintained within the department. In conjunction with the Cluster GM, deliver departmental H&S, food safety, fire and any other statutory training required as directed in the Training Calendar. Ensure attendance of all associates at statutory training sessions as per the Company policy. Tracking and Maintaining relevant training and other Health & Safety records as per local legislation. Attend all legal/statutory courses as required by the Company. Ensure that while you undertake your role you abide by the Health and Safety at Work Act 1974 and safe systems of work appropriate to your role. In use of company nominated chemicals, it is your responsibility to comply by COSHH. Understand the importance of adhering to company policy with reference to Hazard spotting, first aid reporting, and reporting accidents. To have a complete understanding of hotel and Company procedure in the event of a fire. Vigilance, awareness and appropriate action in maintaining departmental and hotel security. Leadership Maintaining a business environment based on the Code of Conduct and Company Vision Maintain and enhance the open door policy to all team members providing advice and guidance when needed in regards to their issues or concerns and/or grievances Responsible for People leadership of direct reports and their teams (recruitment and selection, performance management (Appraisal/PDP), team member development and motivation, counselling / disciplinary issues. Conduct regular coaching sessions/1:1s with direct reports Human Resources Ensure that the hotels are fully compliant with Wyndham people processes and deadlines that govern all Wyndham properties. E.g. AES, Success Matters, Probation reviews etc. Ensure that the administration of the probation review process in the operational departments and ensure that follow-up for all issues is done in timely manner and results of both follow-up and the initial reviews are communicated to all relevant parties Talent Reviews taken place as per the communicated timeline and are live in the business Ensure 100% compliance with all mandatory training for departments; as well as the Departmental Trainers are positively encouraged Control the LTO, Absence and Payroll in your department / the operational departments in conjunction with the HR Leader on property. Manage the AES process in your department/ for the operational departments ensure that the follow up meetings are done and the team members have timely feedback. Conduct interviews for relevant roles in conjunction with HR Ensure that you dine in the Team member restaurant at least three times a week and provide HR Leader on property feedback Support WeCom with quarterly People, Community and Sustainability engagement events Communication To conduct or chair regular communication meetings with team(s) and actively participate in relevant business meetings to facilitate effective communication. Conducted documented 121’s with all direct reports Share all relevant information with Cluster GM Quarterly Hotel Meeting Abilities/Key Competencies/Skills Financial acumen Commercial acumen Systems and process orientation Leadership Communication Integrity Record keeping Analysis Attention to detail Experience/Certificates/Education A recognized qualification or a graduate degree in a hospitality discipline Minimum 4-6 years’ experience as the functional leader within a hotel Experience of managing people Five star internationally managed hotel experience is desired Highest level of numeracy and literacy Fluency in English is essential A strong sense of commerciality and financial acumen Previous experience as the opening Cluster Director of Operations for hotels would be a significant advantage. Mentor and Coach for the team.

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