Operations Manager

Definition:
To take overall responsibility for the complete management of housekeeping, property maintenance, guest relations and all related activities to ensure that the guest experience is exceptional at our portfolio of properties, ensuring the best possible quality of apartments and standards at all times.

Key tasks:

Maintenance
•    Co-ordinate all aspects of property maintenance, working closely with the maintenance team to ensure the swift resolution of any issues, keeping the system updated and the guest informed. This includes sourcing new contractors for all specialist areas eg; decorating, plumbing, tiling, gas safety, electrical safety, PAT testing, Heath & Safety of guests including risk assessments, CCTV and asset protection.

•    Ensure all Housekeeping and Maintenance employees comply with current Health & Safety legislation.

•    Carry out scheduled maintenance checks/audits on all our properties on a rolling basis and conduct an un-scheduled audit upon visiting any esa property

•    Prioritise maintenance workload and direct appropriately - conduct proactive maintenance checks, ensuring the processes are being followed.

•    Devise a Maintenance Charter for reactive maintenance and ensure adherence to by whatever means are required.

Housekeeping
•    Complete management of housekeeping schedules by priority and location, ensuring sickness/holiday are covered.

•    Work closely with the housekeeping supervisors and apartment standards manager and team to ensure the best possible standard of cleanliness at all times

•    work closely with the housekeeping team to ensure that a supervisors check list is completed and returned to the office, following every apartment service

•    Ensure that apartment standards manager and housekeeping supervisors complete a full inventory check as part of the weekly apartment service and arrange for the replacement of any missing or damaged items upon turnaround.

•    Ensure that apartment standards manager/guest relationship manager/housekeeping supervisors carry out scheduled inventory checks/audits on all our properties on a rolling basis and conduct an un-scheduled audit upon visiting any esa property where possible

•    In conjunction with the Operations Administrator, keep existing inventory records updated and produce detailed inventories for any new properties prior to "going live"

•    In conjunction with Apartment Standards Manager, ensure that stock levels for linens and towels are appropriate for all current apartments and stock levels are increased when taking on new apartments.

Guest relationship
•    Oversee the guest relationship team to ensure that they provide a first class service to our guests. The Guest Relationship team are the first point of contact for all guests during their stay and during this time, they do everything possible to ensure complete guest satisfaction. The team   manage guest requests through to a swift resolution and carry out a range of guest related activities to ensure the guest experience is an exceptional one.

Maintaining apartment standards
•    In conjunction with Apartment Standards Manager, ensure that standards are met in all apartments and communal areas in respect of appearance, levels of cleanliness and maintenance including the completion of audit checklists and scoring criteria.
•    Ensure that the Apartment Standards Manager and Guest Relationship Manager plan, create and distribute an Apartment Standards manual within an agreed timeframe.

Management & team responsibilities
•    Oversee department payroll budget and manage overtime spend

•    Manage, motivate and set quarterly reviews and objectives for Apartment Standards Manager, Guest Relationship Manager, Operations Administrator and a team of maintenance staff, ensuring that they are monitored regularly. In total, this role will oversee a team of 34 employees.

•    In conjunction with the apartment standards manager, ensure that the housekeeping teams are resourced accurately, including regular reviews by location of resourcing needs.

•    Monitor and report sickness absence, annual leave and employee disputes in an effective and timely manner

•    Assist the apartment standards manager with recruiting staff for new and existing areas as required in the right time frame (allowing for recruitment lead time)

•    Ensure individual adherence to policies and procedures of company eg; vehicle policy, mobile phone policy, internet usage policy, etc…

New apartment set up
•    co-ordinate and assist with all areas of the new apartment set up process.

•    ensure that all new apartment furniture is ordered in a cost effective and timely manner, with delivery arranged at mutually convenient times/dates to ensure efficiency at all times.

•    ensure that all new telephone lines (with appropriate restrictions) are arranged in a timely manner prior to guests checking in.

•    ensure that all new apartments have the appropriate internet services arranged, including co-ordinating the installation dates/times.

•    ensure that all new apartments have the appropriate SKY services installed in a timely manner.

•    ensure that all other general furnishings are ordered and delivered to all new apartments in a timely manner, ensuring that every piece of equipment adheres to esa standards.

Reservations support
•    be the link between the reservations department and operations as required, to ensure a swift response to all enquires, confirmations/extensions and client/guest requests

•    assist the reservations department and business development manager by conducting property viewings whenever appropriate as required

•    assist business development by ascertaining as much company/project information as possible when meeting clients/guests, allowing for future growth of our client base

•    ensure that all additional guest requests outside of the normal booking are delivered eg: extra welcome pack items, extra beds, cots, high chairs, mobile internet, taxi hire, bicycle hire, etc…

Key & permit management
•    take overall responsibility for all apartment keys, parking permits and security fobs ensuring that access to the relevant key cabinets is controlled and restricted, where appropriate.

•    manage and record in MATRiX the distribution of all apartment keys, door access fobs and parking permits ensure their safe return from both guests and staff, as well as constantly review and revise the key process to ensure maximum efficiency.

•    for all new apartments, ensure that the property management company and/or landlord provide the client with sufficient keys/fobs/parking permits, as appropriate, in a timely manner.

•    with the relevant head of department, undertake a monthly key audit of all key cabinets (guest relations, housekeeping and maintenance) and take the action necessary if discrepancies occur

•    undertake a monthly audit of the remote safes in all our locations and ensure that any missing keys or fobs are replaced immediately

•    co-ordinate the installation of remote safes in any new locations and ensure that a stock of keys, fobs and permits are stored and recorded in there as above

•    ensure that all members of the team are familiar with the key policy document and that a copy is displayed on the noticeboard at all times

•    ensure all new starters who come into contact with keys at any level, receive a training session and have a full understanding of our key management procedure and that all training is documented

•    manage allocated parking and subsequent permits, for all our guests and ensure parking allocated is recorded within the system, setting reminders for the issue of new permits if required

Training & development
•    assist with creating and delivering training programmes to relevant staff members, such as apartment presentation, key procedures and guest check-in standards training, keeping training records updated as required

•    be responsible for sourcing external training and development courses, as required.

•    be responsible for researching and assist with the delivery of, personal safety training for lone workers to ensure a responsible attitude to personal safety from a staff and company point of view

health and safety
•    ensure compliance of all aspects of H&S in apartments and newbury offices

•    management of fire safety at newbury offices and all apartments including fire alarm system, fire extinguishers and fire drills

•    arrange training for housekeeping and maintenance on COSHH, manual handling, etc where appropriate.

•    ensure that all staff adhere to the 'guest promise' that no-one enters an apartment unless accompanied by an member of staff.

•    ensure your own safety at all times when dealing with client viewings, guest check-ins and when  working remotely

•    ensure the support on-call colleague is contacted before and after all check ins and viewings that you conduct

•    ensure that 'Energy Performance Certificates' (EPC's) are provided for all apartments, to comply with current UK legislation.

MATRiX - information management system
•    ensure that all information in MATRiX is up to date, accurate and maintained and the reporting tools are utilized efficiently and effectively to meet the business needs.

•    Improve and develop the functionality within MATRiX to ensure that it meets the needs of the Operations team.

Other
•    in conjunction with finance and Operations Administrator, be responsible for the management of all company vehicles, including annual MOT, road tax, servicing, etc.

•    build and maintain a good relationship with the property management companies, landlords and letting agents who we work with, keeping their details updated at all times including ensuring that all communal areas are maintained and well presented.

•    ensure that any property maintenance that goes above and beyond the clients agreed remit are charged to the relevant parties, where appropriate eg; damages, dilapidations, all maintenance outside of management agreement, exit cleans beyond expectations, etc.

•    be proactively involved in improving the processes and procedures.

•    participate in the weekend on-call rota as both lead and back up on call and during weekday evenings as required

•    dress in smart business wear (business suit) at all times when working in the office and meeting guests when appropriate

•    Hours: Monday to Friday 8.30am - 5.30pm with 1 hour unpaid lunch break

flexibility statement:
The fast moving nature of the company's business also means that you may, from time to time, be asked to perform roles outside your original job description. This allows the company to utilize its people in the best possible way at all times and to help employees make their contribution to a changing environment.

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