Operations & Admin Manager – Dates and Events Ltd at Talents and Skills Africa

Main Purpose of the Role

The Operations and Administration Manager in a venue and event furniture rental business is responsible for overseeing the seamless execution of daily operations and administrative tasks. This role includes managing staff, coordinating event logistics, maintaining inventory and equipment, and ensuring the venue is prepared for events/deliveries working with the key staff members. The manager acts as the primary point of contact for clients, addressing inquiries and resolving issues to ensure high customer satisfaction. Additionally, they handle budgeting, financial reporting, and office management, while also contributing to marketing efforts and sales activities to promote the business. Their leadership and organizational skills are crucial in delivering successful events/rentals and maintaining efficient business operations.

Main Activities

Operations Management:

• Support the organizations’ vision and process ideals in a creative and collaborative manner
• Oversee the day-to-day operations of the event venues and party rental services. Ensure the venue is maintained, clean, and ready for events.
• Manage inventory and upkeep of rental equipment, including tables, chairs, decorations, and audiovisual equipment.
• Communicating changes in an order and delivery process to relevant parties.
• Managing stock control and regular inventory checks at agreed period.
• Creating and monitoring order, delivery, retrieval process across stakeholders
• Coordinate logistics for event rental deliver and retrieval. 
• Implement and monitor health, safety, and sanitation policies.
• Develop event schedules and timelines to ensure all activities run on time
• Resolve any issues or emergencies that arise during events or rental deliveries
• Ensuring that health and safety regulations are followed
• Ensure rentals are well prepared and in good condition before and after use.

Staff Management:

• Recruit, train, and supervise a team of setup crews, logistics and customer service and administrative staff.
• Schedule staff shifts and ensure adequate coverage for events and deliveries.
• Conduct performance evaluations and provide feedback to staff and management
• Put in place rewards and recognition schemes for support staff
• Examining the company’s resource management and looking for ways to boost team productivity
• Supporting all functions of the business to work together by fostering a positive and collaborative work environment.
• Reviewing workloads and manpower to ensure targets are met Customer Service:
• Supervise the activities of the sales and customer service teams and serve as the primary point addressing inquiries and resolving any concerns.
• Ensure a high level of customer satisfaction by delivering exceptional service in terms of cleanliness of the venues and rental items.
• Supervise the process for follow-up called with clients served at both the venues and the rental team
• Assist the sales team in handling client contracts, negotiations, and billing.
• Recommend service improvements by remaining current on industry trends, market activities, and competitors
• Find ways to increase quality of customer service and implement best practices across all levels.

Administrative Duties:

• Manage office operations, requisition, liaising with Vendors
• Invoice management filing and maintenance of proper record keeping
• Oversee budgeting, financial reporting, and expense management.
• Implement and enforce office systems, standards and procedures. 
• Prepare and present regular reports to senior management.
• Presentation of weekly, monthly, quarterly and yearly reports.
• Working towards maximizing income and minimizing expenditure
• Review and formulate policies, process and procedures for rentals in accordance with standard practice

Marketing and Sales:

• Assist in developing marketing strategies to promote the venue and rental services.
• Participate in sales activities, including client tours and presentations.
• Promote and market the venues and the Rental arm services as unique and unbeatable
• Maintain an active presence on social media and manage online reviews through the sales team.
• Monitoring of the business operations and sales targets
• Any other assigned task Key Relationships Regulatory Bodies , Vendors, Colleagues, Supervisor and Clients Critical Success Factors of the Job

Key Competencies

Key Skills Qualities and Work Experience

• Relevant knowledge of Budgeting, Sales and Marketing function
• Relevant knowledge of Customer Relations
• Relevant knowledge of rental business
• Creativity/Innovation Strong Leadership skills.
• Excellent verbal and written communication skills.
• Organization and Planning skills
• Good Presentation Skills.
• Strong Negotiation Skills.
• Relationship Management.
• Strong Problem solving skills.
• Ability to plan, schedule and coordinate effectively.
• Attention to detail and accuracy
• Ability to foster Teamwork
• Data collection and ordering
• Excellent listening skills
• Proficiency in the use of computers
• Knowledge of rental software
• Minimum of University degree or equivalent in relevant field.
• Minimum of 7-year work experience in a similar role in a multi-site, structured environment.
• Relevant Professional Certification. 
• Budget Management
• Sales revenue
• Cost associated per rental delivery
• Documentation and education on processes and procedure and enforcement of compliance
• Client acquisition and retention rate
• Adequate maintenance of records
• Quality of reporting and service improvement
• Level and quality of engagement and communication with vendors, colleagues and clients
• Timeliness and Quality work output
• Adequacy/usability of client information
• Customer service satisfaction
• Overall performance on target set