- Director of Operations is the key stakeholder for Operations, Food & Beverage, Culinary, Lounges, Hotel, Facilities Management, Concepts, Food Safety. Manages Business Units and partners with HQ to achieve the best business results and the most appropriate investment module for all businesses. Oversees the countries operations, ensuring that the businesses are performing efficiently and effectively.
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Talent & Culture
- To create a high-performance culture by ensuring that business and individual objectives are set, understood and cascaded appropriately.
- To establish an excellent internal communication system through regular and transparent communication as well as cross-functional collaboration to maximize synergies.
- To lead, inspire, develop and engage a talented workforce that supports the strategic and future needs of the business and drives for efficiencies and improves effectiveness
- Manages the following direct reports [as applicable per local structure]:
- Lounge / Hotel Operations Manager / PIC,
- Culinary Executive Chef / PIC,
- F&B Manager / PIC,
- Facilities Management Manager / PIC,
- Quality Assurance PIC, Hygiene & Food Safety Manager / PIC, and
- Other roles as assigned by direct report.
- Manages Food & Beverage outlets, Lounges, Hotel, partner relationships and other businesses, including revenue and cost performance against budget. Oversees management decisions in the business units including use of products and purchases relating to the operations.
- Is a member of the Country / Regional Executive Committee.
Operational
- Develops effective best practice work and business procedures for Plaza Premium Group
- Collaborates with country, regional and executive leadership to define the organization's long-term mission and goals, identifying ways to support this mission through talent management.
- Identifies and executes key performance indicators for the organization on commercial, operations, finance, human resource, etc to ensure relevant KPIs are executed and reviewed on a quarterly basis.
- Understanding of operational departments [Guest Services, Hotel, Facilities Management, Housekeeping, Culinary, Food & Beverage, Customer Engagement, Quality Assurance, etc] and work with country and local leadership to ensure it is functioning in line with the standards set by partners and HQ.
- Ensures corporate policies and procedures are being utilized and recommends improvements.
- Drives the overall business using technology to improve efficiency and achieve maximum operational efficiencies including but not limited to automation and optimization.
- Leads the Country in the event of a crisis working closely with the Regional and HQ.
- Actively participates in addressing internal and external audit findings by working with relevant stakeholders and taking necessary corrective action promptly.
- Supports the Country and Regional leadership team to define specific strategic plans and actions that will be undertaken to drive and increase revenue, Ebitda, productivity, market share, staff development, technology and attach them to measurable KPIs.
- Drives membership / loyalty program and walk in programs.
- Conduct regular and ongoing review of the performance indexes on business results, customer satisfaction; colleagues’ satisfaction; establish and lead the actions required.
- Conceptualize and implement new F&B concepts with the full involvement of HQ and relevant stakeholders. Support brand standards and Food Safety standards.
- Support the Openings team as per the operations element of the business and opening process.
- Maintain high visibility during peak hours of operations. Engaging guests during events and service.
- Cooperate and work with local business unit teams towards development, implementation, maintenance and improvement of the quality management system.
- Establish and maintain accurate inventory records. Participate in regular inventories. Recommend appropriate actions based on results of inventory reporting.
- Full understanding of the Crisis Management Manual and Business Continuity Plan. Ability to train colleagues on these policies apart from conducting drills.
Revenue, Growth and Profit Maximization
- Sets comprehensive goals for department performance and growth
- Liaises with Country, Regional and Commercial Leadership to develop and execute commercial strategies in each location.
- Works to ensures the delivery of budgeted revenues across all revenue streams.
- Utilizes Business Intelligence [BI] tools to analyze data and performance, providing actionable information for making informed business decisions.
- Optimizes manpower costs by analyzing trends and costs, setting systemic standards for teams to follow, and tracking the results of planned efforts.
- Jointly prepares the annual business plan and budgets including but not limited to manpower, etc.
- Works with various department leaders to ensure profits are maximized in line with budgeted revenue and EBITDA targets set.
- Ensures regular business reviews are conducted with all relevant stakeholders, including pricing and rate strategies are in place to achieve positive business results.
Financial and Commercial Acumen
- Supports the country finance teams with clear guidelines, responsibilities and ways of working that benefit the Corporate, Shared Services and Country-Level Finance team
- Reviews, monitors and analyses financial performance in collaboration with the Country and Regional Finance against established goals and benchmarks by managing relevant revenue workstreams including driving cost efficiency and savings without impacting customer or brand experience.
- Manages underperforming or loss-making outlets, developing short to long action plans for each business unit to restore profitability.
- Coaches and supports operations team to effectively manage covers, pax, occupancy, rates, wages and controllable expenses.
Business Development
- Is a key stakeholder collaborating with the various stakeholders on contract management, including but not limited to contributing to the development of effective & efficient contract terms and conditions.
- Growth Management aggressively promotes the business unit to maximize its utilization and negotiates lease agreements as determined necessary and in the best interest of the company.
- Develops and maintain strong relationships with all internal and external stakeholders including but not limited to airport authorities, owners, business unit, etc.
- Develops and aligns with Country, Regional, and HQ business development teams on strategic plans for expansion and growth of the country and regional business
- Proposes relevant new concepts and designs to various stakeholders for review and consideration with the objective to expand and grow the business through quality product differentiation.
Others
- All other work as required to complete the primary purpose of the position.
- Undertake any adhoc task or project assigned by the Company.
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Required Skills/Abilities
- Thorough understanding of practices, theories, policies involving operations, business & finance.
- Excellent verbal and written communication and interpersonal skills.
- Excellent managerial and diplomacy skills.
- Proficient in Microsoft Office Suite or related software.
- Excellent analytical, decision-making, and problem-solving skills.
Fluent in written and spoken English as well as other key languages.
Education and Experience
- Degree in Business Administration or industry related field.
- Any equivalent combination of education and/or experience may be substituted for the above.
- Minimum 5+ years in a senior management role within the Travel, Airline or Hospitality Industry.
- A mix of experience from management to operations of Airports, Hotels, F&B and/or Travel industry.
- Proven prior experience in a leadership role with analytical, strategic and tactical decisions making including evaluating and identifying business opportunities.
- Minimum 3+ years of experience presenting financial, commercial and operational plans.
- Experience with opening a new outlet/business unit.
- Experience in developing and/or managing high level service level agreements.
- Experienced in managing various stakeholders to hold discussions negotiate with business partners vendors, suppliers, contractors.
- Creative with the ability to problem solve and an entrepreneur mindset.
- Strong commercial acumen and with a solid experience in Food & Beverage operations.
- Ability to manage multiple priorities, handle pressure, and establish clear expectations.
- Experience working in a collaborative and hierarchal environment.
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