Commercial Operations Manager
Travelopia Group ATS
สถานะการจ้างงาน
เต็มเวลา
รายละเอียดงาน
As the Commercial Operations Manager, you will lead and oversee the shore-based operations at our flagship base in Tortola, including the hotel, food and beverage outlets, events, onsite market/deli, property, security, and Health & Safety. Additionally, you will manage relationships with all onsite vendors.
In this role, you will collaborate closely with the Head of Fleet Operations who is responsible for delivery of the yacht charter product (circa 300 yachts). The objective is to achieve seamless coordination between the yacht charter services and shore-based facilities and drive local revenue through delivery of exceptional and consistent customer service.
Working hours vary and you must be able to cover operational requirements. Visible leadership is required with day-to-day presence at the bases, this is a hands-on role with regular customer interaction. Regular collaboration with partners from each support department is required, including but not limited to HR, Recruitment Finance, Safety, Technical, Central Operations, Central Purchasing.
What you will be doing:
Customer Service
• Work with department heads to ensure the team are role modelling our five-star customer service framework throughout all customer interactions.
• Recovery of issues during service to ensure feedback scores and service targets are met, and that our NPS meets targets.
• Drive an increase in NPS through identifying and implementing ways to improve key drivers
• Investigate and respond to any customer feedback, to continuously improve the quality of our products and foster a service-oriented culture.
• Be actively present and hands on across the base, in all areas of accountability, to ensure customer service standards are being met consistently.
• Ensure team are well presented and represent the company well with behaviours and appearance.
• Financial Management
• Drive profitability of the base towards stretching EBITDA targets through effective management of the base P&L.
• Prepare and submit financial budgets and adjust forecasts to meet monthly and yearly targets.
• Manage cash allocation and control expenses within established guidelines.
• Verify invoice accuracy and ensure timely payments.
• Ensure optimal cost vs operational balance in terms of labour resource.
• Manage the relationship with local suppliers, including contract negotiations.
• Generate ideas to increase revenue and reduce operational costs.
Leadership and Team Development
• Leadership of the hospitality team across Front of House, Food and Beverage, Events, The Moorings Market, Property, Security, and Safety to drive exceptional NPS results
• Set performance standards across the base and ensuring the team deliver against these standards by living and breathing our CREW values every day.
• Set stretching SMART goals for all direct reports and ensure development plans are in place to drive performance and succession planning, and complete SMART performance evaluations in a timely manner
• Ensure full base team’s complete annual compliance and information security training within company deadlines.
• Collaborate with the HR partner to deal with any employee relations matters, and review of structure or team changes.
• Support team leads to manage performance concerns and involve the HR partner to ensure adherence to company procedures.
• Collaborate with the recruitment team to secure high-quality candidate selections, strictly adhering to authorisation processes, and actively contributing to interviews and the onboarding process.
• Accountable for the engagement scores of the team driving increased scores through the creation and delivery of targeted action plans.
• Recognise and identify the learning and development requirements of the team, collaborating with the People team to coordinate and provide suitable training programs that enhance team performance. Additionally, develop direct reports to enhance their skills in alignment with business needs.
• Communicate company policies and procedures to staff, ensuring adherence and understanding.
• Cultivate a friendly and helpful attitude amongst the team, extending the same courtesy to customers and business partners.
• Continuously pursue self-development and take ownership of personal growth.
Safety and Compliance
• Maintain strict compliance with all Standard Operating procedures and ensure that the team remains consistently up to date with company policies and procedures.
• Manage Health & Safety incidents ensuring all incidents are reported in line with internal procedures
• Ensure compliance in line with local legislation
• Accountable for the overall Health and Safety of the employees and customers of the BVI base. Partner with the central safety team to complete annual base audits and create and deliver action plans to mitigate risk.
• Complete all risk assessments on time and comprehensively.
Quality Assurance
• Monitor customer feedback scores through KPIs and take proactive actions to address identified issues.
• Ensure cleanliness of the base, and all resort areas.
• Generate and implement ideas to enhance the quality of our shore-based products and offering.
• Other Duties
• Hold regular meetings with the base teams to celebrate wins, and address challenges.
• Understand competitors and their activities, while also promoting community and sustainable initiatives
• Be on call daily for any emergency issues using a company mobile phone.
• Other reasonable tasks as assigned by VP Operations
The ideal candidate will have the following
• Expertise in day-to-day operations of hospitality facilities such as hotels, restaurants, and events.
• Degree level education qualification.
• Strong leadership skills and experience managing successful large teams encompassing different working styles and cultures.
• Previous experience of developing & implementing commercial plans to drive profitability.
• Strong commercial and business awareness, with the ability to align operations with financial goals.
• Proficiency in budgeting, financial reporting, and performance analysis.
• Ability to oversee multiple projects, from renovations to new service offerings, and ensure timely delivery.
• Ability to develop and implement standard operating procedures (SOPs) to ensure efficiency and quality.
• Strong organizational skills and attention to detail for managing complex operations.
• Understanding of health and safety regulations, food safety standards, and industry-specific regulations.
• Ability to leverage technology for operational efficiency and customer service enhancement.
• Skills in handling emergencies, customer incidents, or operational issues.
• Personal or professional experience of the Caribbean (desirable).
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