We are seeking a dedicated and dynamic Operations Manager to join the team. As the Operations Manager, you will play a pivotal role in ensuring the seamless day-to-day operations of the hotel, fostering a positive work environment, and delivering exceptional guest experiences.
Objectives of this role:
- Support a collaborative and supportive environment where employees feel valued and motivated.
- Ensure exceptional guest experiences and satisfaction.
- Oversee efficient and profitable daily operations.
- Assist in maximizing revenue and profitability through strategic planning and execution.
- Represent the hotel as a trusted community figure and brand ambassador.
Responsibilities:
People
- Assist in leading and inspiring a high-performing team that delivers outstanding service.
- Collaborate with department heads to recruit, onboard, and develop talent, supporting career growth and internal succession.
- Provide ongoing coaching, performance feedback, and recognition for a job well done.
- Promote effective communication and teamwork across all departments.
- Ensure adherence to HR policies and provide guidance to department heads when required.
Quality
- Enhance guest satisfaction by implementing programs and services that exceed expectations.
- Monitor and improve guest feedback metrics through targeted actions.
- Respond to guest feedback in a timely and professional manner, driving continuous improvement.
- Ensure property standards are maintained with proactive maintenance schedules.
- Maintain compliance with brand standards and guidelines.
- Serve as a key point of communication during emergencies or crises.
Profit
- Assist in developing and managing annual budgets, ensuring departments operate within financial targets.
- Drive revenue through strategic forecasting, cost control, and efficient operations.
- Collaborate with Sales, Marketing, Finance, and the People team to optimize results.
- Utilize company systems and processes to maximize revenue opportunities.
- Maintain payroll and other expenditures within budgetary limits.
Responsible Business
- Ensure a safe and secure environment for guests and employees, complying with all regulations.
- Oversee Health & Safety, Fire Safety, and Food Safety standards.
- Act as a public relations representative to promote the hotel and its brand within the local community.
- Implement sales and marketing initiatives to drive visibility and revenue growth.
- Serve as Manager on Duty when required and perform any other tasks necessary to ensure the hotel’s success.
Skills and qualifications:
- Proven experience in hotel operations management, with expertise in Front Office, Housekeeping, and Food & Beverage.
- Strong operational focus and a hands-on approach.
- Commercial and financial acumen, including budget management.
- Proficiency with Microsoft Office, PMS, and POS systems.
- Excellent communication and leadership skills, with the ability to inspire teams.
- Flexibility to work evenings, weekends, and holidays as needed.
Preferred qualifications:
- Experience in boutique, high-occupancy properties.
- Demonstrated ability to drive F&B concepts and revenue.
