Operations Manager

SUMMARY:
The Operations Manager is responsible for overseeing the day-to-day operations of the hotel, ensuring all departments operate efficiently and deliver exceptional guest experiences. This role provides leadership across Front Office, Housekeeping, Food & Beverage, Maintenance, Security, and other operational departments while ensuring compliance with company standards, health and safety regulations, and financial objectives. The Operations Manager works closely with department heads to maximise guest satisfaction, operational efficiency, and profitability.
Key Responsibilities

• Oversee the daily operations of all hotel departments to ensure seamless service delivery.
• Ensure exceptional guest service standards are consistently maintained throughout the hotel.
• Lead, mentor, and support departmental managers and supervisors.
• Monitor departmental performance and implement continuous improvement initiatives.
• Assist in developing and implementing operational policies, procedures, and standard operating procedures (SOPs).
• Ensure compliance with company policies, brand standards, and hospitality best practices.
• Handle escalated guest complaints promptly and professionally, ensuring effective resolution.
• Conduct regular inspections of guest rooms, public areas, restaurants, conference facilities, and back-of-house operations.
• Monitor and maintain the overall appearance, cleanliness, and maintenance of the property.
• Collaborate with the Executive Chef and Food & Beverage team to ensure high-quality dining experiences.
• Oversee housekeeping standards to ensure guest rooms and public areas meet quality expectations.
• Coordinate preventative maintenance programmes with the Maintenance Department.
• Manage operational budgets and monitor departmental expenditure.
• Analyse financial reports, occupancy levels, revenue, and operational performance.
• Identify opportunities to improve operational efficiency and reduce costs without compromising service quality.
• Monitor inventory levels and ensure effective procurement practices.
• Participate in budgeting and forecasting processes.
• Recruit, train, coach, and develop operational staff.
• Conduct performance reviews and identify employee development opportunities.
• Promote a positive workplace culture focused on teamwork, accountability, and service excellence.
• Ensure compliance with labour legislation and company HR policies.
• Ensure compliance with health, safety, hygiene, fire, and environmental regulations.
• Maintain emergency procedures and ensure staff are trained in emergency response protocols.
• Ensure food safety standards and hygiene regulations are adhered to where applicable.
• Work closely with the Sales and Reservations teams to optimise occupancy and guest satisfaction.
• Support the planning and execution of conferences, events, and special functions.
• Prepare operational reports for senior management.
• Perform Manager-on-Duty responsibilities as required.

• Full-time position requiring flexible working hours.
• Availability to work weekends, evenings, public holidays, and on-call shifts.
• Fast-paced hospitality environment requiring regular movement throughout the hotel.
• May require occasional travel between properties if part of a hotel group.

POSITION INFO:
Minimum Qualifications Diploma or Bachelor's Degree in Hospitality Management, Hotel Management, Business Management, or a related field. Additional management or leadership qualifications are advantageous. Health & Safety training is beneficial. Experience Minimum of 5-8 years' experience in the hospitality industry. At least 3 years' management experience within a hotel, resort, or luxury hospitality environment. Proven experience managing multiple operational departments. Experience in budgeting, financial reporting, and operational planning. Experience with hotel property management systems (PMS) is advantageous. Knowledge Hotel operations and hospitality management. Front Office, Housekeeping, Food & Beverage, and Maintenance operations. Revenue management principles. Budgeting and financial management. Health and safety legislation. Labour legislation and human resource practices. Guest service standards and quality assurance. Hospitality management systems and reporting tools. Skills & Competencies Strong leadership and people management skills. Excellent organisational and planning abilities. Outstanding communication and interpersonal skills. Exceptional customer service orientation. Financial and commercial acumen. Analytical thinking and problem-solving skills. Ability to manage multiple priorities in a fast-paced environment. Decision-making and conflict resolution skills. Strong attention to detail. Computer literacy, including Microsoft Office and hotel management software. Personal Attributes Professional, confident, and approachable. Strong leadership presence. Guest-focused with a commitment to service excellence. High level of integrity and accountability. Calm and composed under pressure. Proactive and solutions-oriented. Flexible and adaptable to changing operational demands. Strong work ethic and commitment to continuous improvement. Additional Requirements Valid driver's licence (preferred). Willingness to work shifts, weekends, evenings, and public holidays. Ability to work flexible hours based on operational requirements. Physically able to move throughout the property during inspections and operational oversight. No criminal record. Eligible to work in the country of employment.