The Warehouse Hotel is a meticulously restored 37-room modern boutique hotel in Robertson Quay, part of the prestigious Design Hotels portfolio. Historically detailed architecture bridges heritage and the contemporary, with thoughtful hospitality at its core.
The Warehouse Hotel is part of The Lo and Behold Group, a hospitality company known for its ability to create timeless destinations and thought-leading experiences.
As a team, we are very passionate about the potential our industry has in shaping a city and take great pride in grooming the next generation of hospitality leaders. We build career paths around the individual, develop training modules both in-house and out, and design incentives and recognition programmes to ensure that good work always pays off.
For its efforts, the group has been recognised as a Human Capital Partner with the Ministry of Manpower, a “Great Place To Work” (2022, 2023) and one of AON’s Best Employers. Wherever you are on the team, whatever your definition of success, we’ll set you on the right path.
Reporting to the General Manager, the Operations Manager leads the hotel’s welcome and rooms operations while contributing to the overall achievement of business goals through superior customer & employee loyalty, profit leadership and continuous innovation. This role requires a business focused leader who ensures consistent top-notch service standard and guest satisfaction while leading a team.
You'll be in-charge of:
Management Duties
- Responsible for achieving profitability, high guest satisfaction and efficiency while maintaining standards set by the company.
- Plans, organise and directs all hotel services (not limited to front office, housekeeping, maintenance and security efficiently and effectively
- Collaborates closely with the General Manager to formulate the budget for his / her respective divisions and identify means to control expenses and generate revenue to achieve budgetary objectives.
- Collaborates closely with the F&B manager to ensure smooth operations in the absence of the General Manager.
- Prepares reports for management reporting
- Oversee the development and implementation of creative plans/programs that anticipate and exceed guest needs and interests.
- Oversee and approve respective division’s manpower planning and deployment according to business needs.
- Manages and attends to all guest inquiries, feedback and complements with promptness, courtesy and efficiently and that all service recovery matters are handled with tact and diplomacy.
Guest Service
- Ensures that all guests experience a warm hospitality experience.
- Initiative contact with guests to promote long term relationship that translate into business opportunities.
- To monitor and follow-up closely on all guest comments from all channels including and not limited to guest comment cards, TripAdvisor and other online channels.
Front Office
- Plan and oversee all front of house and guest service processes from the arrival of guests to their departure in order to ensure the delivery of top notch service
- Familiarize with all room situations of the hotel and competitors, all room types and rates, promotions and new package plans.
- Awareness and close monitoring of room situation, expected occupancy, VIP arrivals, forecast, promotions, banquet and conference events.
Housekeeping
- Oversees the housekeeping division
- Liaise and negotiate with Suppliers and Contractors for the best equipment, supplies and services which are cost effective and operationally viable for the operations and to initiate and authorise the contracting and purchasing of supplies, equipment and services.
- Oversee the building maintenance and cleaning activities in order to ensure safety, hygiene and comfort of the hotel guests and employees.
Maintenance, Security & Access
- Oversees the daily operations of the outsourced divisions (Security & IT) and ensure that the work performed conform to the specific standards
- o Supervise the security / IT requirements
- o Supervise building maintenance / repairs
- Oversees the policies and procedures to ensure the safety, security and welfare of the hotel guests and employees.
- Ensures proper log of all incidents pertaining to the hotel on daily basis for reporting with appropriate details and take necessary actions to avoid future recurrence.
Training
- Manage, motivate and develop the operations team in order to effectively achieve the objectives of the business unit.
- Developing training plans and appropriate materials (including hotel and industry related compliance curriculum,e.g. Innkeepers Act) to train the team to deliver consistent top-notch service standards.
- Responsible for ensuring that the sanitation and hygiene policy complies with the established standards and requirements / regulations and are adhered to at all times.
We love people who:
- Go above and beyond to make someone else's day
- Are thoughtful and kind, while upholding high standards
- Own outcomes and drive solutions
- Are ever-curious and always learning
Benefits:
We believe in taking care of our people, so they can take care of others. We recognise and support each individual through medical and insurance coverage, employee dining discounts across our venues, celebrations for each individual’s key milestones, as well as one month sabbaticals for long-service individuals.
Take an inside look at our culture or find out more here.
https://www.lobehold.com/playbook
https://instagram.com/tlbg.openarms
Click on Apply or send your CV via Whatsapp to 80687635.
Should your application progress to the next stage, we will be in contact to arrange for an interview.
