Job Title: Hotel Operations Manager
Reports to: Corporate General Manager
Job Summary:
The hotel operations manager is responsible for overseeing the hotel’s day-to-day operations and
ensuring efficient and smooth delivery of services to guests. This includes managing front-of-house
and back-of-house departments, maintaining high standards of quality and customer satisfaction,
and driving revenue growth.
Key Responsibilities:
- Departmental Management: Supervise and coordinate activities of various departments, including
Front Desk, Housekeeping, Food and Beverage, and Maintenance. - Guest Experience: Ensure exceptional guest satisfaction through effective communication, prompt
issue resolution, and personalised service. - Quality Control: Maintain high-quality standards in all areas, including cleanliness, maintenance,
and customer service. - Revenue Management: Analyse occupancy, rates, and revenue trends to optimise room sales and
maximise revenue. - Budgeting and Cost Control: Manage departmental budgets, monitor expenses, and implement
cost-saving initiatives. - Staff Management: Recruit, train, develop, and discipline staff to ensure a high-performing team.
- Compliance and Risk Management: Ensure hotel policies, industry regulations, and safety
protocols are adhered to. - Communication and Collaboration: Foster effective communication among departments, staff,
and external partners. - Problem-Solving and Crisis Management: Address and resolve operational issues, guest
complaints, and emergencies. - Continuous Improvement: Identify areas for improvement and implement changes to enhance
hotel operations and services.
Requirements:
- Bachelor’s degree in Hospitality Management or related field
- 3+ years of hotel operations experience, preferably in a management role
- Strong leadership, communication, and problem-solving skills
- Ability to work in a fast-paced environment and adapt to changing situations
- Knowledge of hotel management software and systems
- Familiarity with industry regulations and standards
