Senior Operations Officer

JOB SUMMARY

Senior Operation Officer is responsible for overseeing and coordinating various aspects of hotel operations to ensure smooth functioning, exceptional guest experiences, and profitability.  His/her duties include managing multiple departments, supervising staff, and implementing strategies to optimize efficiency and customer satisfaction. He/she will be working closely with the Group Manager to streamline processes, manage projects, and provide administrative assistance, also researching, contacting potential tenants, and to ensure all departments comply with company policy, procedure, and regulations.

JOB DESCRIPTION

Operational Management:

• Oversee day-to-day hotel operations, including front desk, housekeeping, food and beverage (Kitchen & Skybar), laundry, and coordinate with other related departments to ensure efficiency and effectiveness.
• Ensure all operations adhere to company standards, policies, and procedures. Implement strategies to improve operational efficiency and reduce costs while maintaining quality standards.
• Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement corrective actions as needed.

 

Administrative Support:

• Assist the Group Manager with various administrative tasks, including scheduling appointments, managing calendars, preparing reports, and organizing documents.
• Create an organizational filing system to support proper record keeping including supplier agreements, guest registration records.
• Review daily, weekly, or monthly reports by various departments to ensure accuracy, efficiency, and suggesting corrections when necessary.
• Prepare daily, weekly, or monthly reports as required by the management.
• Support in overseeing late payments, and coordinate with finance department to take necessary action.

 

Project Coordination:

• Collaborate with the Group Manager to coordinate and track projects across multiple teams.
• Assist in monitoring project timelines, tracking progress, and ensuring deliverables are met.
• Overseeing the timely and successful completion of maintenance requests.

 

Process Improvement:

• Identify areas for process improvement and work closely with the Group Manager to streamline operations.
• Propose and implement strategies to enhance efficiency, productivity, and cost-effectiveness.

 

Customer Service and Communication:

• Prioritize guest satisfaction by maintaining a high level of service excellence throughout the hotel, addressing guest concerns promptly and effectively.
• Building positive relationships with prospective and current tenants.
• Facilitate effective communication between the Group Manager and various stakeholders, including team members, clients, and vendors. Ensure timely and accurate dissemination of information.
• Preparing and showing properties to prospective tenants and answering relevant questions.

 

Staff Management (Include training and onboarding):

• Support the Group Manager in training and onboarding new team members. Provide guidance and assistance to ensure a smooth transition into their roles.
• Conduct regular performance evaluations and provide feedback and coaching to ensure high levels of productivity and guest satisfaction.
• Foster a positive work environment and promote teamwork and collaboration among staff members.
• Address staffing issues, conflicts, and grievances in a timely and effective manner.

 

Guest Satisfaction:

• Ensure that guest satisfaction is a top priority and that all staff members are trained to deliver exceptional customer service.
• Respond promptly and effectively to guest complaints and concerns, resolving issues to the satisfaction of the guest whenever possible.
• Monitor guest feedback and reviews and take appropriate actions to address any recurring issues or areas for improvement.

 

Financial Management:

• Develop and manage the hotel’s operating budget, ensuring that expenses are controlled, and revenue targets are met or exceeded.
• Analyze actual reports and hotel performance to identify opportunities for revenue growth and cost savings.
• Implement revenue management strategies to optimize room rates, occupancy levels, and other revenue streams.
• Negotiate contracts with vendors and suppliers to ensure the best possible terms and pricing.

 

Marketing and Sales Support:

• Work closely with the marketing and sales teams to develop and implement strategies to attract guests and increase occupancy and revenue.
• Participate in sales calls, site inspections, and other activities to showcase the hotel’s facilities and services to potential clients.
• Support marketing initiatives, promotional campaigns, and social media efforts to enhance the hotel’s visibility and reputation.

 

Quality Control, Quality Assurance, and Compliance:

• Implement and enforce hotel policies and procedures related to safety, security, and emergency preparedness.
• Conduct regular inspections and audits to identify and address any potential hazards or risks.
• Ensure that all hotel facilities and services meet quality standards and brand expectations.
• Ensure that all operational processes and outputs meet quality standards and comply with regulatory requirements.
• Maintain a safe and secure environment for guests and staff, complying with all relevant policies, procedures, safety regulations and protocols.

 

Inventory Management:

• Coordinate with the finance department to oversee inventory control, monthly stock counting, procurement, and supply chain management to maintain optimal stock levels and minimize costs.

 

Meeting Coordination:

• Schedule and organize meetings, prepare agendas, and record meeting minutes. Follow up on action items and ensure deadlines are met.
• Perform other tasks as assigned by the Group Manager.

 

JOB REQUIREMENT

Knowledge:

• Education: Bachelor’s degree in hospitality management, business administration, or a related field.
• Experience: Proven working experience in an administrative, operations support role, or related experience.
• Knowledge: Knowledge of regional and national real estate law and guidelines for rental and sale property.

 

Skills & Abilities:

• Language: Good command of Khmer, English, other language is a plus.
• Computer literacy: Proficiency in Microsoft office, Email, and other tools.
• Other: Proficiency in hotel management software and other relevant technology.

• Excellent communication and interpersonal abilities, with a focus on customer service and guest satisfaction.
• Strong leadership and management skills, with the ability to motivate and inspire a diverse team.
• Analytical mindset with the ability to collect, analyze and present data.
• Detail-oriented with a commitment to accuracy.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong problem-solving skills and the ability to adapt to changing priorities.
• Reliable, capable of multi-task, work well in team, and work under pressure.
• Strong interpersonal skills to support relationships with a broad range of stakeholders.