Job Description

Our client in the Hospitality Industry is currently looking for an Operations Manager, in Johannesburg, Gauteng.
Responsibilities:

• Operations, Customer and Stakeholder Management
• Implement the Customer Value Proposition and the customer experience at important touchpoints and facilities in the customer's journey from arrival at the front entrance, transport, switchboard, retail interaction; food and beverage and waterparks (where relevant) offerings throughout the operational complex.
• Conduct shift briefings and handovers and communicate objectives and promotions to the diverse teams and key stakeholders to ensure optimal execution and synergy throughout the experience.
• Collaborate with marketing to develop and execute promotions and initiatives to enhance the customer experience.
• Compile plans and manage the execution of any new projects and offerings across the complex.
• Facilitate and be available to ensure the overall smooth running of large events, shows, entertainment, promotions, etc. including traffic control, set-ups, troubleshooting in various areas.
• Be available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers.
• Oversees staff appearance and front of house appearance/ functioning of equipment and systems.
• Maintain Operational standards across the property (e.g. housekeeping, maintenance, etc).
• Follows up on any maintenance/technical equipment fault logging with the technical departments until resolution.
• Act as a Manager on Duty for all guest queries/concerns and resolve these efficiently and professionally.
• Complete shift report.
• Operational Product Offering:
• Make recommendations of improvements to products and service offerings in line with trends in the industry ensuring that the product offerings are innovative and fresh.
• Recognize and provide insights on trends, barriers, risks and opportunities that may impact the business within the retail environment and service level agreements with service providers.
• Monitor products, service offerings and display across the operation to ensure standards aligned with the "company's" brand.
• Monitor customer service feedback with regards quality and service across the operation.
• Measure success and return on investment of products and services and identify issues and challenges when not achieved.
• Compliance Management:
• Collaborate with tenants and service providers to review standard operating procedures and service level agreements to be achieved.
• Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any risk to the business.
• Conduct weekly walkabouts of all fronts of house and back of house areas to monitor SHE and standards compliance.
• Monitor compliance of tenants and outlets with regards to Fire, Health, Safety and Security regulations in line with Group standards.
• Facilities are maintained in accordance with group and unit standard operating procedures and reflect the attributes of the brand.
• Maintains records on licencing entitlements and compliance management.
• Monitor audit results for service providers and retail tenants.
• Monitor the storage of stock and operating equipment and processes.
• Collaborate with various stakeholders across the operation to address and resolve areas of concern and enhance standards from an overall facilities management and customer experience perspective.
• Engage with customers and provide a customer experience on the floor that will support brand loyalty ensuring SI as the brand of choice.

• Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, etc).
• Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective.
• Monitor customer feedback on various omni-channels to understand and resolve any challenges being experienced; and where necessary manage the resolution of customer queries and complaints from the various channels; ensuring all customers receive a response and feedback.
• Provide input into present and future products by determining and evaluating current and future consumer retail trends and promotions for the facility.
• Tenant & Service Provider Management
• Provide input to the selection of various suppliers and retail tenants across multiple areas (including F&B, retail shops) including around product, quality and pricing.
• Make recommendations with regards suppliers; vendors; products and or services based on research findings and budget restrictions.
• Participate in the procurement and tender process in the appointment of new and renewed vendor contracts and lease agreements.
• Monitor and manage the performance of tenants in line with contractual deliverables.
• Communicate on a regular basis and maintain the relationships with tenants and service providers.
• Provide support and advice to tenants and service providers on challenges to assist in building an effective partnership for the benefit of the company's properties.
• Assist with resolving obstacles that may need to be addressed to achieve results.
• Informs department/staff of information required to perform the duties and relevant operation effectively.
• Communicates department's objectives, standards and operating procedures to internal and external service providers as per SLA.
• Communicates any special guest requirements or events to other relevant operating departments.
• Provides feedback and reports back to Unit management on the performance, progress and challenges within the various business areas including F&B, and the retail and recreational operation.

• 3 year Hotel School Diploma or equivalent.
• Minimum of 5 years' experience with 3 years management experience in the hospitality/retail industry.
• Previous experience in duty management is an advantage.
• Skills and Knowledge:
• Analytical skills.
• Attention to detail.
• Working with information (agreements, laws, regulations, statistics)
• Reviewing/evaluating information and data.
• Decision-making.
• Planning.
• Influencing & Advising skills.
• Emotional resilience.
• Customer centric
• Networking and relationship building.
• Innovation & continuous Improvement.
• Corporate & industry knowledge.
• Quality Assurance.
• Retail brands and offerings.
• F&B Product knowledge & standards.
• Labour & risk legislation.
• English written and verbal communication skills.
• Proficiency in MS Office Suite; Opera; Micros & Revenue Management System.
• Business & Financial Acumen.
• Report writing.
• Contract management.
• Knowledge and application of legislation relating to Safety, Health and the environment.
• Equity:
• Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.

• R 25 000 - R 30 000 per month dependant on qualification and experience.