Hotel Operations Manager

SUMMARY:
Job Purpose
The Hotel Operations Manager oversees the day-to-day operations of the hotel, ensuring efficient workflow, high service standards, and a positive guest experience. The role involves managing all departments, staff performance, budgets, and operational procedures to achieve business objectives and maintain profitability.
 
Key Responsibilities
Operational Management

• Oversee daily hotel operations including Front Office, Housekeeping, Food & Beverage, Maintenance, and Guest Services.
• Ensure smooth coordination between departments and adherence to hotel policies and procedures.
• Monitor guest satisfaction and implement improvements where necessary.
• Develop and maintain operational plans and standards.

• Supervise, train, and motivate department heads and hotel staff.
• Conduct performance evaluations, coaching, and disciplinary actions.
• Recruit and onboard new staff as required.
• Foster a positive work environment and encourage teamwork.

• Monitor departmental budgets and hotel financial performance.
• Approve expenditures, manage costs, and ensure profitability.
• Assist in developing annual budgets, forecasts, and financial reports.

• Ensure high-quality service standards across all guest touchpoints.
• Handle guest complaints, feedback, and special requests promptly and professionally.
• Conduct inspections of rooms, facilities, and public areas to maintain standards.

• Ensure compliance with health, safety, and legal regulations.
• Implement emergency procedures and staff training on safety protocols.
• Maintain operational licenses, certifications, and insurance requirements.

• Support marketing initiatives, promotions, and special events.
• Identify opportunities to increase revenue, reduce costs, and improve operational efficiency.
• Develop partnerships with local businesses, suppliers, and tourism stakeholders.

POSITION INFO:
Qualifications

• Diploma or Degree in Hotel Management, Hospitality, Business Administration, or related field.
• Additional certifications in hospitality operations, leadership, or management are advantageous.

• 5+ years in hospitality management, with experience in a supervisory or departmental head role.
• Proven track record in hotel operations, guest satisfaction, and financial management.
• Experience in multi-department oversight (Front Office, F&B, Housekeeping) preferred.

• Knowledge of hotel management systems (PMS, POS, inventory software).
• Strong understanding of hospitality operations, standards, and KPIs.
• Budgeting, cost control, and financial reporting skills.
• Excellent organisational and project management abilities.

• Leadership, coaching, and staff development.
• Excellent communication and interpersonal skills.
• Problem-solving and decision-making capabilities.
• Ability to work under pressure in a fast-paced environment.
• Attention to detail and a high standard of service excellence.

• Professional, approachable, and guest-focused.
• Adaptable, proactive, and results-driven.
• Strong ethical standards and integrity.
• Passionate about hospitality and continuous improvement.