Operations Manager HOTEL POLO TOWERS GROUP

0 years

0 Lacs

Cherrapunji, Meghalaya, India

On-site

Key Responsibilities: Operational Leadership Lead and supervise all operational departments ensuring service excellence aligned with brand standards. Implement SOPs across all guest-facing and support departments to drive consistency and quality. Monitor daily resort operations to achieve high levels of guest satisfaction and operational efficiency. Ensure all facilities (rooms, restaurants, wellness, recreation, engineering) operate smoothly and meet luxury standards. Guest Experience & Service Excellence Champion a culture of personalized service and exceptional guest experiences. Resolve guest issues promptly and professionally, ensuring root cause analysis and preventive actions. Oversee VIP services and ensure the delivery of tailored guest experiences. Financial & Business Performance Support the General Manager in achieving budgeted revenues, GOP, and operational KPIs. Optimize operational costs through effective resource management and process improvement. Review P&L reports, analyze variances, and drive profitability through efficiency initiatives. Team Leadership & Development Lead, mentor, and develop Department Heads and their teams to foster a high-performance culture. Identify training needs and collaborate with HR for skill enhancement programs. Promote cross-functional collaboration and succession planning within the resort. Health, Safety & Compliance Ensure adherence to statutory regulations including FSSAI, Fire & Safety, Health & Hygiene, Environmental standards. Implement and monitor crisis management protocols, audits, and risk assessments. Brand Standards & Quality Control Ensure operational alignment with corporate brand guidelines and service standards. Drive quality assurance initiatives, guest feedback analysis, and continuous improvement processes.

Posted 2 days ago

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General Manager HOTEL POLO TOWERS GROUP

0 years

0 Lacs

Cherrapunji, Meghalaya, India

On-site

Oversee the operations functions of the hotel, as per the Organizational chart. Hold regular briefings and meetings with all heads of departments. Ensure full compliance with Hotel operating controls, SOPs, policies, procedures, and service standards. Lead all key property issues including capital projects, customer service, and refurbishment. Handling complaints, and overseeing the service recovery procedures. Responsible for the preparation, presentation, and subsequent achievement of the hotel’s annual Operating Budget , Marketing, and sales Plan and Capital Budget. Manage the ongoing profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded. Ensure all decisions are made in the best interest of the hotels and management. Deliver hotel budget goals and set other short and long-term strategic goals for the property. Developing improvement actions, and carrying out cost savings. A strong understanding of P&L statements and the ability to react with impactful strategies Closely monitor the hotel’s business reports daily and make decisions accordingly. Ensure that monthly financial outlooks for Rooms, Food & Beverage, Admin & General, are on target and accurate. Maximizing room yield and hotel/resort revenue through innovative sales practices and yield management programs. Prepare a monthly financial report for the owners and stakeholders. Draw up plans and budgets (revenues, costs, etc.) for the owners. Helping in the procurement of operating supplies and equipment, and contracting with third-party vendors for essential equipment and services. Act as a final decision maker in hiring a key staff. Coordination with HOD’s for the execution of all activities and functions. Overseeing and managing all departments and working closely with department heads daily. Manage and develop the Hotel Executive team to ensure career progression and development. Be accountable for the responsibilities of department heads and take ownership of all guest complaints. Provide effective leadership to hotel team members. Lead in all aspects of business planning. Respond to audits to ensure continual improvement is achieved. Corporate client handling and taking part in new client acquisition along with the sales team whenever required. Assisting in residential sales as and when required and developing strong sales prospects. Responsible for safeguarding the quality of operations both (internal & external audits). Responsible for legalization, Occupational Health & Safety Act, fire regulations, and other legal requirements. Show more Show less

Posted 1 month ago

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