Operations Manager

Job Description

• Oversee day-to-day hotel operations, ensuring smooth functioning of all departments in line with brand standards and operational procedures.

• Ensure high levels of guest satisfaction by addressing guest feedback, resolving escalated complaints, and implementing effective service recovery measures.

• Monitor operational performance, revenue, expenses, and departmental budgets to achieve business objectives and maintain cost efficiency.

• Coordinate with all operational departments to ensure seamless communication, efficient workflows, and consistent service delivery.

• Lead, guide, and motivate operational teams to achieve performance targets, maintain discipline, and enhance productivity.

• Ensure compliance with hotel brand standards, quality benchmarks, health and safety guidelines, fire safety protocols, and statutory requirements.

• Review guest satisfaction scores, quality audit reports, operational KPIs, and departmental performance, implementing corrective actions wherever required.

• Identify training and development needs, support employee engagement initiatives, and work towards improving team performance and employee retention.

• Monitor inventory, supplies, equipment, and other operational resources to ensure optimum utilisation and minimise wastage.

• Drive continuous improvement initiatives to enhance guest experience, operational efficiency, profitability, and overall hotel performance.

Qualifications

• Graduate in Hotel Management or a relevant discipline from a recognised institute.

• Minimum 10 years of experience in hotel operations, preferably in a branded hotel environment.

• Prior experience in a supervisory or managerial role, with exposure to multiple hotel departments.

• Strong understanding of hotel operations, guest service standards, quality assurance, and cost control.

• Good leadership, team management, problem-solving, and decision-making skills.

• Excellent communication and interpersonal skills.

• Proficiency in hotel operating systems, MS Office, and operational reporting.

• Strong focus on guest satisfaction, employee engagement, operational efficiency, and business performance.

Additional Information