Operations Manager - Hakone Gora

POSITION REPORTS TO: General Manager

POSITIONS REPORTING TO THIS POSITION: Guest Services, Room Attendants, Food & Beverage Service

KEY RELATIONSHIPS:

Internal:  Reservations, Guest Relations, Guest Services, Housekeeping, Food & Beverage, Kitchen

External:  Guests, Vendors, Suppliers, Contractors

PRIMARY OBJECTIVES:

Manage the day to day Resort Operations of rooms and food & beverage departments.

,

PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)

• Manage the day to day operations of the resort.
• Manage rooms and food & beverage reservations to maximize revenue while conducting best practices to avoid over-booking.
• Assist General Manager to prepare annual budgets.
• Ensure all expenses and costs are in-line with the budget.
• Develop work shifts for guest services, room attendants, and food & beverage services.
• Ensure that all areas of the resort is clean and well maintained.
• Ensure guest and operating supplies have adequate stock.
• Ensure storage areas are organized.
• Conduct training and coach team to develop 5-star resort services.
• Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition.
• Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.
• Monitor Front Office, and particularly Guest Relations personnel, to ensure Wyndham Rewards members known repeat guests and other VIPs receive special attention and recognition.
• Promote Inter-Hotel sales and in-house facilities and monitors Front Office Marketing techniques.
• Maintain inter-departmental relationships to ensure seamless customer service.
• Schedule and regularly conducts routine inspections of areas under his/her control.
• Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out.
• Know system recovery procedures.
• Interpret computer reports.
• Compile statistics for front office and provide reports relating to that area.
• Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees.
• Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information.
• Communicate to the General Manager of his/her delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information.
• Maintain all procedures and adheres to them within the Wyndham guidelines; in particular with emphasis on hotel credit policy.
• In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, etc.
• Attend to VIP guests check-in and check out.
• Complete other tasks which assigned by leaders.

KEY POSITION CRITERIA:

• Able to work in multi-culture environment.
• Good communication skills.
• Flexible work hours.
• Good writing skills.
• Proficient in the use of Microsoft Office and Front Office System.
• Problem solving, reasoning, motivating, organizational and training abilities.
• Strong Leadership skills in managing teams.
• Ability to manage complex relationships.
• Fluent in Japanese. English language a plus.
• Must have previous experience as Front Office Manager, or Guest Services Manager.