Operations Manager
il y a 4 semaines
Are you ready to join our sister company’s team and help create a legend?
Arev is a people-focused hospitality brand, crafting beautiful, luxury spaces where guests can pause their busy lives and embrace the unexpected.
As Operations Manager, you will report to the General Manager and serve as the strategic business leader for the hotel’s operations, overseeing key areas such as Hosts, Spa, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance. In close collaboration with the General Manager, you will work with the Heads of Department (your direct reports) to develop and implement strategies that ensure adherence to service standards and brand initiatives.
In this role, you will be responsible for ensuring hotel operations meet Arev’s high standards, address guest needs, enhance employee satisfaction, drive revenue growth, and maximize financial performance. You will also develop and implement property-wide strategies that deliver products and services exceeding the expectations of both target customers and employees, providing a strong return on investment.
Main responsibilities:
- Provide a remarkable personal presence while being highly engaged in day-to-day operations, directing operational focus toward key priorities.
- Drive employee engagement strategies that promote a positive culture and effective work environment.
- Lead, coach, and mentor managers to support their success and professional development.
- Oversee the guest experience, ensuring service quality and consistency as reflected in guest satisfaction surveys.
- Proactively review hotel products, services, and procedures to uphold and evolve offerings.
- Manage key financial metrics, including expense management and profitability analysis, to achieve the hotel's budget performance.
- Engage in stakeholder management with ownership, external suppliers, and internal teams.
Leading Operations and Department Teams:
- Champion Arev’s service vision for product and service delivery, ensuring alignment among hotel leadership teams.
- Develop systems that enable employees to understand and respond to guest satisfaction results.
- Communicate a clear and consistent message regarding departmental goals to produce desired outcomes.
Managing the Guest Experience:
- Review guest feedback with the leadership team and ensure appropriate corrective actions are taken.
- Respond to and handle guest problems and complaints effectively.
- Maintain visibility and regularly interface with customers to gather feedback on product quality, service levels, and overall satisfaction.
- Foster an atmosphere in all rooms and Food and Beverage areas that meets or exceeds guest expectations.
Key Attributes:
- Proven track record of delivering outstanding results as a Division Manager.
- Authentic, engaging, and strategic leadership style based on identified business priorities.
- Ability to mentor and drive direct reports toward achieving excellence and professional growth.
- Impeccable communication, problem-solving, and influencing skills.
- Strong knowledge of all areas of hotel operations within a luxury setting.
- Collaborative style that fosters strong relationships across the hotel.
- Emotionally intelligent leader capable of connecting with staff at all levels, essential for attracting and retaining talent.
- Involvement in forecasting, labor, and strategy meetings.
- Active participation in the budget process.
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