Head of Operations

Head of Operations

Key Responsibilities:

1. Operational Management

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• Supervise all aspects of hotel operations, including front office, housekeeping, food and beverage, maintenance, and guest services.
• Support the General Managers in the overall management and strategic direction of the hotel, assuming the responsibilities of the General Manager in their absence.
• Assist in the preparation, presentation and subsequent achievement of the hotel's annual Operating Budget, Marketing & Sales Plan and Capital Budget.
• Ensure consistent service standards are met across all departments.
• Monitor performance metrics to assess operational efficiency.

1. Team Leadership

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• Lead and manage a team of department heads, providing guidance, support, and training.
• Foster a collaborative and positive work environment across the hotel group.
• Conduct regular staff meetings to ensure smooth communication between departments.

1. Financial Management

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• Oversee the hotel’s budget, controlling costs and maximizing profitability.
• Analyse financial reports, forecast revenues, and implement strategies for cost control.
• Ensure proper pricing strategies and revenue management practices are in place.
• Ensuring achieving budgeted GOP NOP EBITDA of all the hotels assigned for.

1. Managing the Guest Experience

• Reviews guest feedback with management team and ensures appropriate corrective action is taken.
• Responds to and handles guest problems and complaints.
• Stays visible and interfaces with on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.

1. Strategy and Growth

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• Develop and implement operational strategies for improving hotel performance.
• Work closely with senior management to align hotel operations with the overall corporate strategy.
• Drive the hotel’s growth by identifying opportunities for expansion or renovation.

1. Compliance and Quality Control

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• Ensure the hotel complies with all relevant health, safety, and environmental regulations.
• Maintain high standards for quality control in guest services, food safety, and housekeeping.

1. Technology and Innovation

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• Introduce and implement new technologies that improve operational efficiency, guest experience, and revenue management.
• Stay updated on industry trends and competitors, incorporating best practices.