Hospitality Operations Lead

The Hospitality Manager ensures the day-to-day running of ZavCentre, coordinating with other departments on the field. They ensure that guests are well cared for, that Kingdom values are expressed through the ministry, and that we operate safely and legally. Requirements The HM will organize the daily operations of our facilities. The HM will be responsible for coordinating and supervising our staff members (Housekeeper, Catering manager and the Administrator) and lead them by example to ensure the highest quality services. Set room prices, keep track of budgets and interview staff. HM also monitors overall customer comfort pertaining to rooms, dining experiences, recreation facilities, security and maintenance. Hospitality management involves overseeing the whole guesthouse-experience. The goal of a hospitality manager is to ensure the centre is warm, welcoming, and makes guests feel like they’re at home. They also ensure that the establishment is run efficiently and profitably. The HM needs to be in close contact with the various departments working in housekeeping, catering, budgeting, finances and maintenance. It is the hospitality manager’s job to organize and seamlessly integrate these departments. After all, you don’t want to check someone into a room that housekeeping hasn’t cleaned yet. It’s certainly not your typical day job—after all, our facility is open around the clock, and the busiest times are in the evening when most guests are checking in and have questions. The HM probably works odd hours and will often be on-call to handle situations as they arise. It can be stressful, and it’s not ideal if you’re looking for a 9-to-5 job. There are a few specific traits a person should have if they want to thrive in this position. Motivation: You’ve got to be a top-notch motivator. Hospitality management is all about putting the guest first and making them feel special, which is a team effort. As a guest gets in contact with the cleaning and maintenance people, but also with the catering and administration department, your team needs to be united in creating a comfortable and seamless experience. That takes organization and inspiring leadership from you. Communication: You need to be a stellar communicator. You have to actively talk to and with your staff and get them to open up to you in return. When you aren’t communicating, someone’s going to drop the ball, and your customer will be the one picking it up (and often attaching a complaint or bad review). You don’t want that. Decisiveness: There’s no room for waffling in this business, so a good hospitality manager must be quick and decisive. Your staff and guests will be looking to you for guidance when problems arise. Do you see a guest complaining to one of your staff about a not met need? Step in and offer a generous solution, to apologize for lacking to provide what was expected. Everyone feels more happy and secure when someone is taking responsibility to solve a problem as soon as it rises. Tasks Organize and coordinate people and operations. Supervise and oversee staff members. Check supplies and equipment quantity and quality. Manage budgets and approve expenditures. Develop and communicate standard operating procedures. Establish standards for customer service. Ensure adherence to relevant legal, health and safety regulations and guidelines. Keep and update relevant documents and records. Handle customer complaints when necessary. Assist in pricing products or services. First and last guest-contact if possible. Organises Airport Pick ups. Skills Hands on experience with MS Office and relevant software. Excellent communication, leadership, relationship building and interpersonal skills. Problem-solving aptitude. Customer service skills are also important, because managers often need to address concerns from dissatisfied or angry customers. Requirements A servant-heart and willingness to work practically to serve mission workers. Knowledge of English. Driver's license is a plus. Flexible, friendly, open character. Previous experience is not necessary. Must have already have a European passport or a long-term visa to work in Belgium. YOUR LOCAL OFFICE 84 West St. Port Colborne, ON L3K 4C8 Canada View email address on click.appcast.io Toll Free: View phone number on click.appcast.io finance/donations: View email address on click.appcast.io INTERNATIONAL OFFICE Charitable Registration No.10780 1755 RR0001 #J-18808-Ljbffr