Assistant Manager Operations

Job Description of Operations Manager/AM Operations

Provide day-to-day leadership and direction by maximising financial returns, driving development of people, creating and maintaining a unique guest experience, executing on brand standards, and building awareness of apartments and brand in the local community. 

At ELIVAAS, we want people who are friendly, welcoming and full of life; people who are always finding ways to make every guest’s experience a memorable one. 

Duties and responsibilities

Financial returns:

• Analyse financials to drive revenues, future profitability, and maximum return on investment. Focus on Upselling initiatives to drive revenue and maximise market share.
• Develops and monitors the performance of financial and operational plans which support the overall objectives of the villas and operating division; develops the annual budget and business plan, and makes recommendations for capital improvements to enhance the assets of the villa and ensure brand loyalty.
• Oversees the development and execution of operations plans and yield management efforts to maximize revenue generation.

People:

• Develop programmes that drive improvements in team member engagement and are aligned with the service philosophy. 
• Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members and provide mentoring, coaching and regular feedback to enhance performance.
• Establishes and maintains a proactive function to ensure employee motivation, training and development and compliance with policies and procedures and local labor regulations. 
• Fosters the development of a positive work environment for all employees. Mentors all levels of employees through formal and informal meetings, discussions and performance feedback 
• Works effectively with staff to address cultural and/or work environment issues so as to affect positive employee and guest experiences
• Champions the brand at all times and provides brand perspective site tours to perspective guests, developers, owners and Elivaas personnel.

Guest experience:

• Demonstrate brand citizenship by maintaining compliance with all required brand and service standards, and licence agreement mandates. 
• Drive improvement in guest satisfaction goals. Collaborate with colleagues and villa team members to establish and implement services and programmes that meet or exceed guest expectations.
• Make time to interact with guests, solicit feedback and build relationships.
• Oversees the delivery of superior services to all guests ensuring the utmost quality and care is delivered including prompt response to requests and the effective resolution of all complaints to the satisfaction of guests
• Ensures that product quality and service standards are met in all areas of the villas as pertains to physical appearance, maintenance and cleanliness. Establishes and maintains preventative maintenance programs to protect the physical assets of the villa.
• Ensures the handling of community/media related inquiries in the most effective manner, while referring sensitive matters to corporate media office.