Operations Executive
Job Summary
We are seeking a proactive Operations Executive to join our team at the Verdala Wellness Hotel - AX Privilege. The ideal candidate will have a strong passion for delivering exceptional guest experiences and possess excellent organisational and leadership skills. As the Operations Executive, you will oversee all front office operations, ensuring smooth check-in and check-out processes, managing guest inquiries, and addressing any concerns to enhance overall satisfaction. You will also lead and train the front office team, implement operational procedures, and collaborate with other departments to maintain the high standards of service that AX The Verdala is known for.
Responsibilities:
- Oversee the daily operations of the entire hotel, ensuring that all departments are functioning smoothly and in coordination to maintain high standards of service.
- Act as the primary decision-maker in the absence of the Hotel Manager, handling any escalated guest concerns, operational issues, or emergencies promptly and effectively.
- Lead team meetings and daily briefings to ensure that all staff are aligned on operational priorities, guest needs, and service standards.
- Manage staffing levels and adjust scheduling across various departments to ensure adequate coverage and efficient service during peak and off-peak times.
- Ensure compliance with all hotel policies, procedures, and legal regulations, including health and safety standards, labour laws, and environmental guidelines.
- Support the Hotel Manager in developing and implementing long-term operational strategies to improve efficiency, guest satisfaction, and revenue growth.
- Provide leadership and coaching to department managers and staff, fostering a positive work environment and promoting professional development.
- Prepare and deliver operational reports to senior management, highlighting key performance metrics, challenges, and recommendations for improvement.
- Lead by example in maintaining high service standards, attention to detail, and guest satisfaction across all aspects of hotel operations.
Requirements:
- Proven experience in a front office role, with a strong background in room operations and management.
- Exceptional leadership skills, capable of effectively leading operational departments.
- Excellent communication skills in English; proficiency in Maltese or other languages is a plus.
- Strong interpersonal skills with a genuine ability to engage with guests and staff.
- Ability to oversee daily operations and act as a replacement for the hotel manager in their absence, ensuring smooth running of all departments.
- Demonstrated ability to manage and resolve operational issues effectively.
- A minimum of 2 years' experience in the same position is required.
- Experience in a similar role within a 5-star hotel environment and/or a Forbes Travel Guide-rated establishment is preferred.
- Experience in training and mentoring front office staff to enhance service delivery.
- A proactive approach to problem-solving and a strong commitment to guest satisfaction.
- Detail-oriented with strong organisational and multitasking abilities.