Operations Assistant

Reporting line: General Manager/Owner, Assistant Director

Under the direction of the GM/Owner & Assistant Director, the ideal candidate is responsible for the Resort’s day-to-day operations, while always reinforcing the vision, mission and values of Cassia Cottage and The Spice House restaurant.

Basic functions:

• Supporting role to the General Manager/Owner & Assistant Director, responsible for the overall resort operations.

• Assure with HODs a professional set up and flow of communication to execute a smooth operation, from day-to-day, dawn till closing.

• Achieve operational goals and standards while always reinforcing the vision, mission and values of Cassia Cottage and The Spice House restaurant.

Duties & responsibilities:

Operations:

1. Maintaining the overall operation of the resort and guest services. Including front-of-house, food and beverage operations, engineering, housekeeping and gardening to ensure that services are delivered to guests at highest standard.

2. Demonstrate a passion and understanding of company goals, concepts, practices, and procedures for managed work group(s) and how they support related operations.

3. Organize and manage all hotel and restaurant guest services, (Not including Sales and Marketing, Finance and Accounting. These are covered by professional staff).

4. Respond and implement changes in hotel operations as required by direct supervisors.

5. Deliver excellence and ensure good customer relations. Deal with guests personally.

6. Ensure that existing relations are built upon and that regular clientele of the business increases.

7. Handle guest complaints and compliments, analysing and promptly responding to guest feedback.

8. Work with staff as per guest feedback to ensure necessary improvement; assisting staff to understand guest needs; providing guidance and feedback when needed.

9. Set example for staff to deliver a standard of service and presentation that meets guests’ needs and expectations.

10. Propose and implement promotions/programs/package/special events when needed.

11. Identify opportunities to increase profits and create value by challenging existing processes, encouraging innovation and driving necessary changes.

12. Understand Owner’s perspective; manage the effective balance between Owner’s interests and Company’s interest, and develop solutions that create value for both.

Security/sanitation and compliance

1. Assist to ensure total hygiene and aesthetic cleanliness of all areas within the hotel/restaurant.

2. Uphold regular repairs and maintenance.

3. Work with Admin department to ensure compliance with licensing laws, health and safety, and other statutory regulations.

4. Strictly control firefighting system to meet standard as regulated by government.

5. Assist in ensuring total hotel safety.

Performs other duties as needed.