Operation Manager - Equipment’s, Facilities and Banqueting (Hospitality)

The Operations Manager - Equipment, Facilities & Events is a key leadership role focused on managing and delivering exceptional service in events, outside catering, and facility upkeep. This role requires a dynamic individual with a solid background in hospitality operations, customer service, and event management. The ideal candidate will be highly organized, proactive, and skilled in coordinating both internal teams and external contractors to ensure seamless operations across various locations.

Primary Responsibilities:

Food and Beverage Oversight

• Manage the food and beverage department, ensuring smooth operations, high service quality, and compliance with health and safety standards.
• Monitor the quality, presentation, and consistency of food and beverages served at all events.
• Work with kitchen and service teams to deliver excellent customer experiences and to handle any immediate challenges or complaints effectively.

Events Management

• Lead the planning, coordination, and execution of both in-house and external events, including private functions and corporate gatherings.
• Coordinate with clients to understand event needs, budgets, and special requirements, creating tailored service offerings when necessary.
• Develop detailed event plans, including timelines, staffing needs, and resource allocations.
• Manage event logistics such as setup, decor, food service, and breakdown, ensuring each aspect meets the company’s quality standards and client expectations.
• Supervise event staff to ensure consistency in service delivery, providing guidance and support where needed to enhance the guest experience.

Client Liaison and Customer Relationship Management

• Act as the main point of contact for clients, fostering strong relationships through attentive and personalized service.
• Address client queries, special requests, and feedback promptly, ensuring a high level of client satisfaction.
• Provide post-event follow-ups to gather feedback, addressing any service improvements and ensuring repeat business.

Facility Standards and Satellite Locations

• Ensure that all satellite facilities used for off-site events are up to the standard of the main restaurant, focusing on ambiance, cleanliness, and equipment functionality.
• Perform regular inspections of both main and satellite event locations, identifying any maintenance or setup adjustments needed for an optimal guest experience.
• Coordinate with internal teams to maintain facility standards, particularly during high-demand periods or complex events.

Supplier and Contractor Coordination

• Build and maintain relationships with key suppliers and contractors, ensuring that all required materials, supplies, and equipment are available and in good working order.
• Oversee and schedule regular maintenance and repairs of equipment and facilities, working with contractors to resolve any issues promptly.
• Negotiate contracts with suppliers and service providers to ensure cost-effective and reliable support for events and facility upkeep.

Operations Support

• Provide broad operational support to the food and beverage and events teams, troubleshooting issues and providing solutions to maintain service continuity.
• Assist in resource allocation, including staff scheduling and task assignments, to optimize efficiency and service quality during peak hours or large events.
• Implement and oversee safety protocols for staff and guests, ensuring all activities meet health and safety regulations.

Key Qualifications:

• A minimum of 5 years of experience in operations management, hospitality, or event management, ideally within the food and beverage sector.
• Demonstrated expertise in client liaison and customer relationship management, with a focus on delivering exceptional service.
• Strong leadership and team management skills, with the ability to motivate and direct both permanent and temporary staff.
• Excellent organizational, multitasking, and time-management abilities to oversee multiple projects and locations simultaneously.
• Proficient in coordinating with external contractors, suppliers, and vendors, with negotiation experience preferred.
• Strong communication skills and attention to detail, ensuring accurate planning, setup, and execution of events.
• Knowledge of health, safety, and sanitation regulations in hospitality and events settings.

Additional Skills:

• Experience in managing large events is advantageous.
• Flexibility to work non-standard hours, including evenings, weekends, and holidays as needed for events.
• A proactive problem-solving attitude, with the ability to adapt to changing client needs or unexpected challenges.

Performance Metrics:

• Achievement of high supplier & customer satisfaction ratings.
• 100% compliance to event management procedures.
• Adherence to facility and equipment servicing & maintenance schedules.
• Efficient functional of our facilities and equipment’s.
• Efficiency in unit operations and timely completion of assigned tasks.
• Efficient post event reconciliation.

Working Conditions:

• The role requires flexibility in working hours, including evenings, weekends, and public holidays, to meet the demands of the business.
• The position involves a mix of standing, walking, and hands-on work in a fast-paced environment.