Hotel Operations Manager

1. Job Summary

The Hotel Operations Manager is responsible for overseeing the day-to-day operations of the hotel, ensuring exceptional guest experiences, smooth departmental functioning, and adherence to company standards. This role involves managing staff, monitoring financial performance, improving operational processes, and maintaining a high level of customer satisfaction.

2. Key Responsibilities

Guest Services & Experience

• Ensure high standards of guest service across all departments.
• Handle guest complaints and resolve issues promptly.
• Monitor online reviews and work on improving guest satisfaction scores.
• Ensure front-office staff deliver efficient check-in and check-out processes.

Departmental Management

Oversee and coordinate operations of:

• Front Office
• Housekeeping
• Food & Beverage (F&B)
• Security
• Maintenance / Engineering
• Banquets & Events (if applicable)

Ensure all departments operate efficiently and in line with hotel policies.

Staff Management

• Recruit, train, supervise, and evaluate staff.
• Create staff schedules and ensure adequate coverage across departments.
• Conduct team meetings and performance reviews.
• Promote a positive work environment and resolve internal conflicts.

Operations & Standards

• Maintain hotel cleanliness, safety, and hygiene standards.
• Ensure compliance with local laws, regulations, and licensing requirements.
• Implement standard operating procedures (SOPs) and ensure adherence.
• Inspect rooms, public areas, and facilities regularly.

Financial & Administrative

• Assist in budget planning, cost control, and resource allocation.
• Monitor revenue, expenses, and operational KPIs.
• Work with the finance team to manage payroll and vendor payments.
• Identify areas to reduce operational costs without compromising quality.

Coordination with Management

• Update the General Manager/Owner on daily operations and issues.
• Assist in executing hotel strategies, marketing plans, and promotional activities.
• Support in vendor management and procurement decisions.

Skills & Competencies

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Problem-solving and decision-making skills.
• Knowledge of hotel management software (PMS).
• Customer-focused mindset.
• Ability to handle pressure and multitask.
• Understanding of hospitality industry standards and regulations.

Qualifications & Experience

• Bachelors degree in Hotel Management or related field (preferred).
• 3-5 years of experience in hotel operations or supervisory roles.
• Experience working in Front Office / Housekeeping / F&B operations.
• Familiarity with hotel PMS, POS systems, and operational SOPs.

Working Conditions

• Flexible to work shifts, weekends, and holidays
• May require long hours during peak seasons
• Fast-paced, customer-facing environment