Hotel Operations Manager

Position Summary:

Hotel Operations Manager (Rooms Division)

This position acts as the operational leader for the Rooms Division and serves as the primary point of coordination between guests, management, and staff to deliver service excellence and operational efficiency.

Key Responsibilities:

1. Front Office Operations

• Supervise all activities of the Front Office, including Reception, Concierge, Bell Desk, and Reservations.
  
• Ensure smooth check-in, check-out, and room assignment procedures with zero guest inconvenience.
  
• Monitor the accuracy of room status, occupancy, and inventory management in coordination with Housekeeping.
  
• Maintain 100% compliance with brand SOPs, grooming standards, and service protocols.
  
• Ensure proper cash handling, billing accuracy, and night audit controls.
  

2. Guest Handling & Experience Management

• Oversee all aspects of guest arrival, stay, and departure to ensure flawless service delivery.
  
• Personally welcome VIPs, long-stay, and repeat guests, ensuring their preferences and expectations are met.
  
• Handle guest complaints and service recovery situations promptly and professionally, ensuring guest satisfaction.
  
• Review guest feedback and implement continuous improvement measures to elevate service quality.
  
• Coordinate with Sales, Reservations, and Housekeeping to ensure pre-arrival readiness and special requests are executed perfectly.
  

3. Guest Relations & Brand Standards

• Supervise and mentor the Guest Relations team to provide personalized, anticipatory service.
  
• Maintain close communication with guests to identify opportunities for engagement and loyalty.
  
• Ensure all brand guest recognition programs (e.g., loyalty members, VIP tracking) are effectively implemented.
  
• Represent the hotel at guest interactions, events, and special functions when required.
  
• Monitor guest satisfaction scores and online reputation platforms to sustain 5-star service levels.
  

4. Key Management & Security Compliance

• Oversee master key and room key management procedures, ensuring full control, traceability, and compliance with hotel security standards.
  
• Coordinate with Security and Engineering teams to maintain secure guestroom access protocols.
  
• Ensure staff are fully trained on key issuance, handling, and emergency procedures.
  

5. Rooms Division Administration

• Support the General Manager in strategic planning and budgeting for the Rooms Division.
  
• Monitor operational costs and productivity within the Front Office and Guest Relations departments.
  
• Prepare operational reports, forecast occupancy, and identify opportunities to optimize performance.
  
• Conduct daily briefings and training sessions to maintain consistent communication and service excellence.
  

Qualifications & Experience:

• Bachelor’s degree in

  Hotel Management, Hospitality Administration

  , or related field.

• 7–10 years

  of experience in luxury or 5-star hotel operations, with at least

  3 years

  in a managerial or departmental leadership role within the Rooms Division.
• In-depth knowledge of Front Office operations, guest experience management, and PMS systems (Opera Cloud preferred).
  
• Proven ability to lead and inspire teams in high-pressure, guest-focused environments.
  
• Exceptional interpersonal, communication, and problem-solving skills.
  
• Strong understanding of brand standards, luxury guest expectations, and service recovery.
  
• Fluent in English; additional languages are an advantage.
  

Key Competencies:

• Guest-centric leadership
  
• Rooms Division operations expertise
  
• Front Office & Guest Relations excellence
  
• Attention to detail and discretion
  
• Crisis handling and decision-making
  
• Strong communication and diplomacy
  
• Service innovation and continuous improvement
  

Compensation & Benefits:

• Competitive salary and annual performance incentives
  
• Health and wellness benefits
  
• Accommodation or housing allowance (if applicable)
  
• Meals, uniforms, and transport benefits
  
• Ongoing training and career development within the luxury brand