Hotel Operations Manager

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Job description

We are looking for a dynamic, professional and experienced Hotel Operations Manager to join our team on the start of this exciting journey.

Job Overview:

The Hotel Operations Manager oversees the day-to-day operations of the hotel, ensuring that guests receive an exceptional experience from check-in to check-out. This role focuses on managing the front desk, guest services, housekeeping, and ensuring operational excellence across all departments. The ideal candidate will maintain high standards of hospitality while optimising resources, maintaining budgetary goals, and leading the hotel team to ensure seamless operations.

Key Responsibilities:

1. Guest Services Management:
   • Ensure the highest level of guest satisfaction through prompt and courteous service.
   • Resolve guest complaints and concerns efficiently while maintaining a professional and positive attitude.
   • Oversee the handling of special requests, VIP services, and room allocations to exceed guest expectations.
2. Operational Oversight:
   • Manage day-to-day hotel operations across multiple departments including front office, housekeeping, and food & beverage.
   • Ensure hotel standards and procedures are met and maintained in all areas of the hotel.
   • Oversee room inspections to ensure cleanliness, maintenance standards, and guest readiness.
3. Team Leadership & Training:
   • Lead and supervise staff including front desk agents, housekeeping staff, and guest services teams.
   • Conduct regular training sessions to ensure staff are equipped to meet guest service standards.
   • Foster a team environment that promotes accountability, collaboration, and professional growth.
4. Financial & Budget Management:
   • Assist in managing operational budgets and forecasting, ensuring cost-effective operations while maintaining quality service.
   • Analyse daily revenue and expenses, and implement strategies to improve profitability.
5. Performance Monitoring & Reporting:
   • Monitor and report on key performance metrics, including occupancy rates, guest satisfaction scores, and operational efficiency.
   • Identify areas for improvement and implement initiatives to enhance service quality and operational processes.
6. Health & Safety Compliance:
   • Ensure compliance with local health and safety regulations, including fire and security protocols.
   • Implement safety training programs and oversee regular safety inspections.
7. Vendor & Partner Relations:
   • Manage relationships with suppliers, vendors, and service providers to ensure seamless operations.
   • Negotiate contracts and oversee the quality of goods and services provided to the hotel.

Requirements:

Education: A relevant qualification in hospitality management, business administration, or a related field preferred.

Experience: Previous Front of House or hotel management experience, managing high-volume residential environment with a strong background in guest services and operations

Skills:

• Strong leadership and interpersonal skills.
• Excellent communication, problem-solving, and organizational skills.
• Proficiency in hotel management software (e.g., Opera, Micros).
• Budget management and financial acumen.

Working Conditions:

• 35 hrs per week (5 of 7 days) shift-based work, including weekends and holidays.
• Ability to stand for extended periods and manage physical tasks as required.

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