Operations Manager

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JOB DESCRIPTION
 

Purpose of Role:

The Operations Manager supports the General Manager in running our world-class luxury resort in line with The Aerial’s mission, vision and core values. This manager supports the oversight of the all the operational teams; including the Housekeeping department, Guest Experience department, Watersports & Activities department, Kitchen department, Wellness department, Maintenance, Grounds & Equine department ensuring that there is a harmonious, efficient and optimal atmosphere and top-tier operations. 

The Operations Manager will liaise with teams to ensure that all aspects of the guests’ stay are well produced and coordinated, and spend optimum time with the guests as a hands on manager to ensure that all requests and feedback are integrated into The Aerial’s one-of-a-kind experience. 

Alongside other responsibilities, the Operations Manager will also ensure that the entire guest experience, including the presentation of guest areas including; cleanliness, styling, products, FF&E and OS&E is up to The Aerial’s highest standards.
They will be a key point of contact for Ownership to onboard feedback, direction and requests to which they will execute and make improvements with the team. 

Between guest booking they will work closely with the front of house teams to conduct training, improve standard operating procedures, ensure departments are up to date on stock takes and trained on their departmental budgets, source required materials or resources to fulfill the guest experience. 

In the absence of the General Manager the OperationsManager will lead the team, operation and company in a well functioning and high standard manor. 

Role & Responsibilities:

Guest Interaction 

• To monitor, anticipate and react to customer needs consistently to ensure maximum guest satisfaction.
• To build positive relationships with guests through effective contact and communication.
• To regularly review guest feedback and respond as necessary, corresponding with the relevant department heads to address any issues raised.
• To take prompt action to deal with complaints according to company policy.

Front of House Department Management: 

• Experience Host Department
  • To oversee all hosting schedules created by the Head of House to ensure adequate staffing levels are in place to provide an exemplary guest and Ownership experience.
  • Along with the Head of House, to set department standards (including bar), undertake training initiatives when necessary and ensure that all standards are adhered to.
  • Along with the Head of House, to oversee stock levels and ensure that the ordering processes are efficient and comply with budget margins.
  • Along with the Head of House, to oversee the management of the island’s beverage requirements and introduction of unique beverages to the guests.
  • Along with the Head of House, to create new themes and ideas for evening events, ensuring that they cater to the guests’ tastes.
  • To oversee the GHead of House and support in the process of preparing for a guest reservation prior to their arrival and assist where needed in the preparation for unique guest events that the island hosts.

• Housekeeping Department
  • To work with the Head Housekeeper to ensure that the housekeeping schedule is adequately manned.
  • To oversee the Head Housekeepers daily plan for the housekeeping team ensuring that all areas are covered and in coordination with guest itinerary.
  • To ensure that the Head Housekeeper is managing the laundry area and that any maintenance issues are reported promptly to the Maintenance team.
  • To oversee guest room standards with spot checks on arrival days. 
  • To oversee the guest areas and practice daily walk arounds to ensure all areas are up to standard. 
  • To support the Head Housekeeper to oversee stock levels and ensure that the ordering processes are efficient and comply with budget margins.
  • To support the Head Housekeeper in communications with guests and Ownership as and where necessary. 
  • To assist Head Housekeeper to ensure that the team works together in a harmonious environment and that any issues within the team are addressed promptly.

• Kitchen Department
  • To work with the Exec Chef and Sous Chef to oversee and ensure proper and diverse menu planning, catering to all guest requests, dietary needs and allergies.
  • To work with the Exec Chef and Sous Chef to ensure that orders and deliveries are properly coordinated, and the best possible products are sourced for the island.
  • To work with the Exec Chef and Sous Chef to ensure that food costs are kept within budget guidelines.
  • To provide feedback to the Exec Chef and Sous Chef to ensure that the standard of food and its delivery is of the very best possible standard.
  • To ensure that kitchen management is effectively carried out and that all relevant processes are followed.

• Wellness Department
  • To work with the Wellness Specialist in the continued efforts to develop areas including but not limited to; Mindfulness Spa, Wellness Menu, Giving Shop. 
  • To support the Wellness Specialist to ensure the daily plan for the wellness team covers all guest needs and operational tasks. 
  • To ensure guests are being offered the Wellness Menu and the Wellness team upholds the highest standard of guest communications 
  • To support the Wellness Specialist in the customization and creative processes of customizing guest experiences to Ownership summits and guest bookings. 
  • Along with the Wellness Specialist, to ensure guest billings are recorded and invoiced appropriately
  • Along with the Wellness Specialist, to ensure regular training is carried out and periodic meetings are conducted to determine any leading technology or trends in the wellness industry that can be implemented at The Aerial. 
  • To support the Wellness Specialist in determining a booking system for the spa that integrates into the POS system 

• Watersports & Activities Department
  • To oversee all schedules created by the Head of Watersports & Activities to ensure adequate staffing levels are in place to provide an exemplary guest and Ownership experience.
  • To support the Head of Watersports & Activities to ensure the daily plan for the watersports and island attendants covers all guest needs and operational tasks. 
  • To ensure the Head of Watersports & Activities and team are effectively communicating with the guests each day regarding watersports and activities on offer. 
  • Along with the Head of Watersports & Activities, to ensure the beach set up and watersports building are kept at a high guest standard and well organized to support an effective operating standard. 
  • To work closely with the Head of Watersports & Activities to ensure that the best scenarios are determined for guest logistics and transportation to and from The Aerial. 

• Equine Department related to Guest Experience 
  • To oversee all schedules created by the Equine Specialist & Ranch Manager to ensure adequate staffing levels are in place to provide an exemplary guest and Ownership experience.
  • To support the Equine Specialist & Ranch Manager to ensure the daily plan for the equine team covers all guest needs balanced with the tasks at hand for the equine. 
  • To ensure all ranch guest experiences are effectively communicated to the guests. 
  • To work closely with the Equine Specialist & Ranch Manager to manage Ownership requests related to equine and support in communication and offering options. 

• Giving Shop 
  • To ensure the Giving Shop is kept to the highest standards, aesthetically pleasing and well stocked. 
  • Ensure the giving shop is adequately staffed when necessary, particularly on departure days.
  • To ensure that the relevant team members are well versed in the giving shop stock and how to talk about the ethos. 
  • Research and suggest new Giving Shop stock ideas to keep a fresh rotation of items available to guests.
  • To develop the team and roles overseeing the Giving Shop as the demand develops. 
  • To support in the management and development of partners relationships such as Half United. 

People Management

• Ensure compliance with the BVI Labour Code as guided by the Human Resources.
• Take the necessary steps to ensure a harmonious working relationship within the team to resolve any issues that might threaten a conducive working atmosphere.
• Lead the team through the effective setting of examples.
• Responsible for guiding, developing and supporting team members.
• Coaching individual team members to develop their skills and maximize performance.
• Give clear direction and guidelines to team members.
• Confront and resolve performance problems as necessary and in line with company policies.
• Motivate and be proactive in encouraging team commitment and spirit.
• Delegate and manage the distribution of workload effectively.
• Communicate effectively through regular briefings, and 1-1 meetings with direct reports.
• Conduct appraisals along with support by the Human Resources.
• Assist with team recruitment by being present at interviews and giving feedback when requested.
• Ensure that team member induction and the necessary documentation are completed with a new team member.
• Share ideas and problems with the team and encourage their input in helping make decisions where possible.
• Keep Human Resources advised on any serious disciplinary actions or formal grievances and take advice from them as to dealing with the situation. 

Ownership requests and expectations

• To support the General Manager in communications with Ownership regarding their logistics, requests, questions, concerns and expectations. 
• To manage feedback from Ownership and quickly implement process improvements or initiate actions within the team. 
• To be responsive to Ownership communications via Whatsapp, phone calls and email. 

FF&E and OS&E 

• To work with the heads of departments to ensure that all OS&E is periodically checked for wear and tear, to replace when necessary 
• To ensure that all FF&E in rooms and guest areas is well maintained and enhancements or replacements are adequately sourced and placed 
• To manage the FF&E and OS&E documents to ensure that they are kept up to date

Budget & Accounts

•  Responsible for complying with the islands budget guidelines and purchase order system as stipulated by the finance team and General Manager.
• To work alongside the General Manager in efforts of managing accounts including by not limited to; 
  • Attend the Weekly Accounts Call in the absence of the General Manager 
  • Monitor and approve the weekly check document in the absence of the General Manager 
  • Review and manage the teams Payroll in the absence of the General Manager 
  • Manage and train the HODs on how to comply with their budgets and developing budgets for the upcoming financial year 
  • Review Monthly and Quarterly P&Ls with GM to discuss profit and loss and make suggestions for areas too 
  •  Ensuring all F&B stocktakes are conducted for opening and closing counts to supply the accounting department with accurate information 

Recruitment 

• Support the General Manager in recruitment of hiring of the Front of House positions by reviewing applicants and providing feedback, where necessary to oversee trial days or support interviews. 

Marketing

• Support the Sales Director & Reservations team on answering any operational questions in the absence of the General Manager 

Health and Safety

• To work with the Maintenance Manager to oversee fire procedures and team training.
• To oversee First Aid Training for all staff and ensure that First Aid equipment is kept properly maintained and up to date.
• To ensure that all staff are correctly trained in the use of vehicles, boats and equipment and that policies of these are applied.
• To ensure that all staff are up to date with the necessary statutory training requirements (food handlers, etc.).
• To ensure guests safety at all times and refer to the Island Manager any requests that may be viewed as potentially dangerous.

Additional Support 

• Operations Manager will be on the Duty Manager schedule.
• Attend the morning management briefing and deliver a summary of guest movements/requests/activities that day.
• Ensure that any special requests are appropriately dealt with to exceed the guest’s expectations
• Assist with driving guests around the property.
• Assist with homeowner requests as necessary and ensure all requests in their house are properly dealt with.
• Monitor feedback and comment cards and act on any comments made, which could improve the product and delivery.
• Ensure that proper logs of guest visits are maintained in order to be used for return guests.
• Working with the hosting and wellness teams to bring attention to detail around the island to a higher level, including but not limited to furniture placement, standard décor, cushion setups on day beds and sun loungers and training relevant team members in these standards.
• Ensure all purchases are correctly processed, and POs prepared.
• Assist the Island Manager in ensuring that standards across the property are correctly maintained.

Other

• To attend all meetings as requested by management and support the communications process.
• To maintain total confidentiality as to the identity of the guest staying on property.
• To have a clear working knowledge of the island’s policies and operate within their guidelines at all times.
• To cooperate with management and other employees to ensure a harmonious working environment.
• To respond to fire emergencies, as stated in the fire procedures and undergo any training on emergencies and accidents.
• To dress in the Aerial BVI island uniform and be well-groomed when on duty. 
• To assist in island/business preparation for a hurricane or other significant event.
•  To assist with the island’s charitable activities. 
• When off-island, to behave in a manner appropriate as a representative of the island. 
• Abide by Aerial’s core values and employee handbook.
•  To undertake any reasonable project requested by a management member.