Operations Manager

Responsibilities:

• Supervise and coordinate daily operations across all departments, including Front Office, Housekeeping, Food & Beverage, Maintenance, and Events.
• Ensure adherence to hotel policies, procedures, and brand standards.
• Monitor operational workflows to identify and resolve bottlenecks, ensuring seamless service delivery.
• Oversee guest relations to ensure a superior experience, handling escalated complaints and feedback promptly.
• Collaborate with department heads to implement initiatives that enhance guest satisfaction and loyalty.
• Monitor guest feedback platforms and drive service recovery actions as needed. IT and Systems Management
• Manage the hotel's IT infrastructure, including property management systems (PMS), CCTV Cameras, and guest-facing technologies.
• Collaborate with IT support teams to ensure data security, system upgrades, and compliance with technology standards.
• Recommend and implement technology solutions to enhance operational efficiency and guest experience (e.g., digital check-ins, Wi-Fi services, and smart room installations).
• Assist in preparing and managing budgets, forecasts, and operational plans to achieve revenue and cost targets.
• Analyse operational data to identify areas for cost control and revenue enhancement.
• Ensure compliance with financial controls and procurement policies.
• Lead, train, and motivate departmental teams to achieve operational goals and deliver exceptional service.
• Conduct performance evaluations and recommend training or professional development opportunities.
• Foster a culture of teamwork, accountability, and continuous improvement.
• Ensure the hotel complies with health, safety, and environmental regulations.
• Monitor security protocols and emergency preparedness to safeguard guests and staff.
• Conduct regular audits to ensure compliance with local laws and hotel standards.
• Work closely with the General Manager to develop and implement strategic initiatives.
• Collaborate with Sales, Marketing, and Revenue Management teams to support business growth.
• Act as a representative of the hotel during meetings, events, and external engagements.

Requirements:

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• 2+ years of experience in operations management, preferably in the hospitality industry.
• Strong leadership and team management skills.
• Proven ability to manage budgets and analyze financial data.
• Proficiency in hotel property management systems and IT infrastructure.
• Excellent problem-solving, organizational, and multitasking abilities.
• Strong communication and interpersonal skills.
• Knowledge of health, safety, and environmental regulations.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Familiarity with market trends and operational best practices.