Operations Manager - Ramada Encore Newcastle-Gateshead (23295)

The Operations Manager will provide leadership for all the day to day operation of the hotel including the Kitchen, Food & Beverage, Front Office, Housekeeping, and Maintenance. The incumbent is thereby responsible for reaching/exceeding hotel KPIs (quality, profit, people etc) in all operational departments to maximise financial returns for the company/owners.

The incumbent is responsible for the hotel’s commercial, quality and people performance in all operational departments. She/he will combine strategic thought and planning which will enhance the growth and profitability of the hotel.

It is not the intent of this job description to cover all aspects of the position but to highlight the most important areas of responsibility.

• Responsible for leadership of direct reports and their teams (recruitment and selection, performance management (Appraisal/PDP), learning and development and engagement, coaching and disciplinary issues.
• Responsible for delivery of budgeted targets – payroll costs, operating costs, F&B and Rooms Revenues to ensure margins and cost reduction targets are achieved.
• Prepare financial budget/forecast to reach the desired revenue and profitability for all F&B operations. Leverage the existing tools (i.e. forecasting tool, P&L reports) to ensure forecast, budget and their accuracy are achieved along the quarters and year over year. Assume a leading role (in conjunction with the Cluster DoF) in F&B financial reporting (Budget, Outlook, Forecasts and actual production reporting) and train HOD’s in all aspects of Financial Reporting.
• Provide the strategic direction for all the operational departments of the Hotel.
• Ensure that effective communication flow is maintained at all times
• Plan and lead Operations Meetings to address any issues or concerns for staff each department on a quarterly basis.
• Ensure that the operational departments work effectively as one team to provide a seamless service across the operation. Institute a clear communication strategy within the hotel and supporting teams to ensure effective sharing and updating of information throughout the property, including a structured and active meetings and briefings process. Seeking opportunities to encourage teamwork in order to share resources and best practice between departments
• To ensure that standards of service are maintained across the entire operation, through the use of the LRA, Standards and Procedures and a commitment to both on and off job training
• To work closely with all operational HOD’s to ensure the Hotel is in full compliance with licensing regulations, Health and Safety policies, Food Hygiene regulations and other local policy and procedures. Ensuring health, safety, hygiene and other relevant legislative obligations are fulfilled; ensuring the safety and wellbeing of the hotel, guests and associates
• To work with the operational HODs, General Manager, Sales & Revenue Manager and Finance Manager, to develop new business opportunities, and to continually work on improving existing operations to ensure they exceed both our guests and owners expectations.

• Have a detailed understanding of the competitive landscape, not limited to the hotel competitive set but of the F&B landscape as a whole in your area/city including emerging trends.
• Regularly review and evaluate the guest quality score to identify ways to improve.
• Define new operating and marketing policies whenever declining or constant sales imply dissatisfaction by the guests, a material change in the make-up of the customer market, or a change in the competitive environment.
• Work closely with the Sales team to assist in closing Group/Event business through participation in Site Inspections, manipulating pricing and offering to fit budgets presented by the Sales/Catering teams.
• Be fully up to speed with emerging trends within the competitive landscape.
• Take an active role in the supervision of the preparation of the Marketing Plan, Operation Plan and related Action Plans, including F&B pricing strategies.
• Maintaining a business environment based on the Code of Conduct and Company Vision
• Conducting frequent and thorough inspections of the hotel operations to ensure service excellence is consistently maintained
• Verifying that the best products are used in the hotel operation on a regular basis.
• Taking responsibility for the timely delivery of capital projects within the building to ensure company assets are effectively maintained
• Deputising generally in the absence of the General Manager
• Together with the HOD’s, take a leading role in positively representing the company with guests, reinforcing a guest focused approach to hotel operations at all times – and harnessing Medallia data is a tool to measure success.

• Establish positive contacts within the hotel and Wyndham’s internal organization to ensure best use of company’s skills, services and professional knowledge. Identify opportunities for resources and facilities to be shared between the properties and implement best practice.
• Work closely with all HOD’s to ensure the Hotel is in full compliance with Wyndham policy and procedures and localized financial control
• Ensure that the team exceeds the annual new enrolment targets for Wyndham Rewards, turns OTA bookers into direct bookers.
• Ensure that the operations team thinks outside of the box with regards to ‘wowing the guests’
• Be present at peak operational hours
• Develop and implements property wide strategies that deliver products and services to meet or exceed the needs and expectations of the hotel guests and staff members while providing ROI.
• Create, monitor and feature on a 24/7 Duty Management rota ensuring each Duty Manager is fully trained in Fire Warden, First Aid, Complaint and Conflict Training and with basic knowledge of all departments so we have management cover around the clock

Any other reasonable duties as directed by the General Manager.

Alongside the professional competencies outlined below, the successful candidate will demonstrate the fundamentals of Wyndham Hotels & Resorts’ Count on Me! Service Culture to Be Responsive, Be Respectful and Deliver a Great Experience. This will form the cornerstone of their approach as they carry out all tasks with the Count on Me! Building Blocks in mind: Compassionate, Engaged, Dependable, Courteous, Engaged, Inclusive, Hospitable, Prepared and Personalised.

• Minimum 2 years’ experience as a Front Office Manager or Director of Rooms Division in a large, branded hotel.
• A recognized business or hospitality management qualification or a graduate degree is an advantage.
• Experience of managing people / effective leadership
• Highest level of numeracy and literacy
• Fluency in English is essential.
• Eligibility to work in the UK
• A strong sense of commerciality and financial acumen