Manager, Operations Support (Shama)

Duties & Responsibilities

A. Performance

Coordinate all the Operational functions and requirements of all hotels within the Group and to facilitate the standardization of policies and procedures, to obtain maximum efficiencies. Assess the performance of all the hotels on an ongoing basis and identify areas where improvements need to be made, as well as suggestions of how to achieve better performance. Review all monthly financial reports generated by the hotels and extrapolate the relevant data for inclusion and discussion in the quarterly performance review meetings With General Manager based on trends across hotels, brands, clusters and ONYX Corporate functions. Conduct the annual budgeting process with all key corporate office stakeholders and properties within the portfolio, by preparing templates and communicating any budgeting related information to hotel management teams and ONYX Corporate functions. Ensure that monthly performance tools are maintained and fully functional for the Head of Report for Owners, Dashboards, Business Operations (Monthly Management Measurement Index, and other key documents) Identify the key indicators of hotels to analyze and implement performance management platform in improving operational efficiency. Conduct briefings, reviews and calls with supporting action plans. ⁃ Establish guidelines in designing templates/reports/database which will allow the gathering of relevant data in a consistent manner.

B. Support ⁃ Coordinate all the Operational needs/requirements of the hotels with other ONYX Corporate Office divisions, such as Finance, Sales/Marketing, Human Resources and Development/Projects. ⁃ Maintain an open flow of communication with the hotel General Managers, using coordinating function to share knowledge/information to the benefit of all hotels Train Operations Support Team Members on data gathering methodology, supporting systems, processes and tools

C. Quality ⁃ Assist the Quality Assurance team with the setup of our operations systems and ad hoc support when required. ⁃ Utilize operational systems such as iAuditor and ReviewPro to analyze the provided data That data will be utilized in monthly Operations Calls with properties, ensuring that action plans are implemented in order to improve both the products and services rendered.

D. Other ⁃ Follow the assignments given by the Director, Operations Support and provide feedback on the progress of work on a regular basis. ⁃ Lead and develop the Operations Support team members, by providing clear direction accountability and follow through on processes and timelines ⁃ Follow the assignments given by the Associate Director, Operations Support Performance and provide feedback on the progress of work on a regular basis.