Job PurposeThe Hotel Operations Manager oversees the day-to-day operations of the hotel, ensuring efficient workflow, high service standards, and a positive guest experience. The role involves managing all departments, staff performance, budgets, and operational procedures to achieve business objectives and maintain profitability. Key ResponsibilitiesOperational ManagementOversee daily hotel operations including Front Office, Housekeeping, Food & Beverage, Maintenance, and Guest Services.Ensure smooth coordination between departments and adherence to hotel policies and procedures.Monitor guest satisfaction and implement improvements where necessary.Develop and maintain operational plans and standards.Staff Management & LeadershipSupervise, train, and motivate department heads and hotel staff.Conduct performance evaluations, coaching, and disciplinary actions.Recruit and onboard new staff as required.Foster a positive work environment and encourage teamwork.Financial ManagementMonitor departmental budgets and hotel financial performance.Approve expenditures, manage costs, and ensure profitability.Assist in developing annual budgets, forecasts, and financial reports.Guest Experience & Quality ControlEnsure high-quality service standards across all guest touchpoints.Handle guest complaints, feedback, and special requests promptly and professionally.Conduct inspections of rooms, facilities, and public areas to maintain standards.Compliance & SafetyEnsure compliance with health, safety, and legal regulations.Implement emergency procedures and staff training on safety protocols.Maintain operational licenses, certifications, and insurance requirements.Strategic & Business DevelopmentSupport marketing initiatives, promotions, and special events.Identify opportunities to increase revenue, reduce costs, and improve operational efficiency.Develop partnerships with local businesses, suppliers, and tourism stakeholders.

Qualifications

• Diploma or Degree in Hotel Management, Hospitality, Business Administration, or related field.
• Additional certifications in hospitality operations, leadership, or management are advantageous.

Experience

• 5+ years in hospitality management, with experience in a supervisory or departmental head role.
• Proven track record in hotel operations, guest satisfaction, and financial management.
• Experience in multi-department oversight (Front Office, F&B, Housekeeping) preferred.

Technical Skills

• Knowledge of hotel management systems (PMS, POS, inventory software).
• Strong understanding of hospitality operations, standards, and KPIs.
• Budgeting, cost control, and financial reporting skills.
• Excellent organisational and project management abilities.

Core Competencies

• Leadership, coaching, and staff development.
• Excellent communication and interpersonal skills.
• Problem-solving and decision-making capabilities.
• Ability to work under pressure in a fast-paced environment.
• Attention to detail and a high standard of service excellence.

Personal Attributes

• Professional, approachable, and guest-focused.
• Adaptable, proactive, and results-driven.
• Strong ethical standards and integrity.
• Passionate about hospitality and continuous improvement.