Operation Manager

​Job Summary

​The Operations Manager is the strategic business leader responsible for overseeing all operational departments to ensure seamless coordination, drive profitability, and deliver exceptional guest experiences consistent with the hotel's 4-Star brand standards.

​Key Duties and Responsibilities

​1. Operational Management & Quality Control

• ​Oversee Daily Operations: Ensure the smooth and efficient running of all departments including Front Office, Housekeeping, Food & Beverage (F&B), Maintenance, and Security.
• ​Standard Operating Procedures (SOPs): Develop, implement, and consistently review SOPs across all departments to maintain a consistently high level of service quality and efficiency.
• ​Inspections: Conduct regular, thorough inspections of all hotel areas (rooms, public areas, F&B outlets, back-of-house) to ensure cleanliness, maintenance, and adherence to 4-Star standards.
• ​Compliance: Ensure the hotel is in full compliance with all local laws, health, safety, and hygiene regulations.

​2. Guest Experience & Relations

• ​Service Excellence: Champion a culture of excellence in guest care, ensuring a warm welcome, proactive service, and a desire to exceed expectations.
• ​Complaint Resolution: Handle and resolve all escalated guest complaints and complex issues in a professional, timely, and satisfactory manner.
• ​Feedback Analysis: Monitor and analyze guest satisfaction scores (e.g., surveys, online reviews) and implement corrective actions and improvements based on feedback.

​3. Financial Management & Profitability

• ​Budget Oversight: Work with the General Manager and Finance department to manage operational budgets, control costs, and monitor departmental expenses.
• ​Revenue Optimization: Collaborate with the Revenue Management and Sales teams to maximize financial opportunities, achieve RevPAR and ADR targets, and implement proactive up-selling strategies.
• ​Inventory & Purchasing: Oversee efficient inventory control and purchasing processes for all departments to ensure necessary supplies are available while maintaining cost-effectiveness.

​4. Team Leadership & Human Resources

• ​Department Head Coordination: Lead, motivate, and coordinate all Department Heads, fostering strong inter-departmental collaboration and communication.
• ​Performance Management: Set performance goals, conduct regular appraisals, and hold departmental leaders accountable for executing strategies.
• ​Training & Development: Identify training needs, ensure new and existing staff receive proper training, and promote a positive work environment to minimize staff turnover.
• ​Staffing Levels: Ensure optimal staffing levels are maintained across all shifts to meet service demands without exceeding labor cost budgets.

​5. Crisis Management & Problem Solving

• ​Incident Handling: Act as the Manager on Duty (MOD) as required, addressing unexpected issues such as staffing shortages, system failures, or emergency situations quickly and effectively.
• ​Security: Oversee hotel security procedures, ensuring the safety and security of guests, employees, and hotel assets.

​Required Qualifications and Skills

• ​Education: Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• ​Experience: Minimum of 3-5 years of progressive management experience in a 4-Star or luxury hotel environment, ideally in an operations, rooms division, or F&B management role.
• ​Technical Proficiency: Proficiency with Property Management Systems (PMS) such as Opera or Maestro, as well as Microsoft Office Suite.
• ​Leadership: Proven ability to lead, mentor, and inspire a diverse team to achieve measurable results.
• ​Soft Skills: Exceptional communication, problem-solving, decision-making, and financial acumen.

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹40,000.00 per month

Benefits:

• Food provided

Experience:

• Operations Manager: 5 years (Required)

Location:

• Cochin, Kerala (Preferred)

Work Location: In person