Operations Manager – Hospitality & Resort Operations
Location: The Whispering Woods Resort, Mumbai
Employment Type: Full-Time | On-Site
Accommodation: Must be willing to stay at the property
Job Summary
We are looking for a highly responsible, hands-on, and experienced Operations Manager to oversee and manage the complete day-to-day operations of The Whispering Woods Resort.
The Operations Manager will be responsible for ensuring the smooth and efficient functioning of every department, including Front Office, Housekeeping, Food & Beverage, Kitchen, Maintenance, Guest Relations, Stores, Security, and other operational functions.
This is a hands-on leadership role that requires someone who can take complete ownership of the property's daily functioning, manage departmental teams, establish systems and SOPs, monitor performance, resolve operational challenges, and ensure that all departments work together seamlessly.
The ideal candidate should be highly organised, proactive, disciplined, and capable of running the entire operational setup independently, with minimal day-to-day supervision from management.
The candidate must be willing to stay at the property and remain available as and when operational requirements arise, including during weekends, holidays, and busy periods.
Key Responsibilities1. Overall Property Operations
- Take complete ownership of the day-to-day operations of the resort.
- Oversee all departments and ensure smooth coordination between teams.
- Ensure that every department is functioning efficiently and meeting operational expectations.
- Conduct daily property rounds and monitor the overall readiness, cleanliness, maintenance, and functioning of the resort.
- Ensure all guest areas, rooms, restaurants, activity areas, outdoor spaces, and facilities are maintained to the required standards.
- Identify operational gaps and take immediate corrective action.
- Ensure the property is always prepared for guest arrivals, events, group bookings, and special occasions.
2. Departmental Management
- Directly supervise and coordinate with departmental heads and team leaders.
- Monitor the performance of Front Office, Housekeeping, Food & Beverage, Kitchen, Maintenance, Stores, Security, and Guest Relations.
- Establish clear responsibilities, reporting structures, and accountability across departments.
- Ensure adequate manpower deployment and effective duty allocation.
- Monitor attendance, punctuality, grooming, discipline, and staff productivity.
- Conduct regular departmental meetings and performance reviews.
- Ensure interdepartmental coordination and prevent operational delays or communication gaps.
3. SOP Development & Implementation
- Develop, document, and implement Standard Operating Procedures (SOPs) for every department.
- Establish clear workflows, checklists, reporting formats, and daily operating routines.
- Create opening and closing checklists for departments.
- Implement standard processes for guest check-in, check-out, housekeeping, room inspections, food service, maintenance requests, inventory, and complaint handling.
- Ensure all employees are trained on their respective SOPs.
- Conduct regular audits to ensure SOP compliance.
- Continuously improve systems to increase efficiency and reduce operational errors.
4. Team Management & Leadership
- Lead, manage, train, and motivate the entire operational team.
- Ensure every employee understands their responsibilities and performance expectations.
- Identify staffing requirements and coordinate with HR for recruitment.
- Ensure proper onboarding and departmental training for new employees.
- Address staff grievances, disciplinary matters, and performance-related concerns.
- Maintain a professional, accountable, and service-oriented work culture.
- Develop strong departmental leaders who can independently manage their respective teams.
5. Guest Experience & Service Standards
- Ensure exceptional guest experiences throughout the guest journey.
- Monitor guest feedback, complaints, and service quality.
- Personally handle escalated guest concerns and ensure timely resolution.
- Ensure rooms, restaurants, facilities, and guest areas are ready before guest arrival.
- Monitor service delivery, response times, and guest satisfaction.
- Coordinate with all departments to ensure special requests, celebrations, and guest requirements are fulfilled.
- Maintain consistent hospitality standards across the property.
6. Maintenance & Property Upkeep
- Oversee the maintenance and upkeep of the entire property.
- Ensure timely preventive maintenance of electrical systems, plumbing, HVAC, equipment, furniture, fixtures, pools, and other facilities.
- Maintain a preventive maintenance schedule and ensure timely execution.
- Coordinate with technicians, contractors, and external vendors.
- Ensure all operational issues are reported, tracked, and resolved.
- Maintain the overall appearance, landscaping, cleanliness, lighting, and infrastructure of the resort.
7. Inventory, Procurement & Cost Control
- Monitor departmental inventories, stock levels, and consumption.
- Establish proper inventory tracking and stock management systems.
- Ensure purchase requests, GRNs, stock registers, and consumption reports are maintained.
- Monitor wastage, pilferage, and unnecessary operational expenses.
- Coordinate with procurement and vendors to ensure timely availability of supplies.
- Maintain accountability for departmental assets, equipment, and consumables.
- Identify opportunities to improve operational efficiency and control costs without compromising guest experience.
8. Events & Special Operations
- Oversee operational planning and execution of events, weddings, corporate gatherings, private celebrations, and special experiences.
- Coordinate with Sales, Events, F&B, Housekeeping, Security, and Maintenance teams.
- Ensure manpower, equipment, food, décor, and facilities are arranged as per event requirements.
- Conduct pre-event inspections and post-event reviews.
- Ensure events are executed smoothly without disrupting regular resort operations.
9. Reporting & Performance Monitoring
- Prepare and maintain daily, weekly, and monthly operational reports.
- Monitor departmental performance, manpower productivity, guest feedback, maintenance issues, and inventory consumption.
- Establish measurable KPIs for every department.
- Review departmental checklists and compliance reports.
- Report operational challenges, requirements, and improvement plans to management.
- Provide regular updates on property performance and ensure timely closure of pending tasks.
10. Compliance, Safety & Discipline
- Ensure adherence to applicable statutory requirements, safety standards, and property policies.
- Monitor fire safety, security, hygiene, food safety, and emergency preparedness.
- Ensure proper documentation, registers, licences, and departmental records are maintained.
- Conduct regular safety and operational inspections.
- Ensure employees follow grooming, uniform, hygiene, and workplace discipline standards.
On-Site Responsibilities & Availability
- The candidate must reside at the resort premises.
- Must be available to handle operational requirements beyond standard working hours whenever necessary.
- Must be actively involved during peak occupancy, weekends, holidays, and major events.
- Should be capable of independently handling unexpected operational situations and emergencies.
- Must maintain a strong presence across departments and ensure continuous operational supervision.
Qualifications & Experience
- Bachelor's Degree or Diploma in Hotel Management, Hospitality Management, or a related field.
- 5–10 years of experience in hotel, resort, or hospitality operations.
- Prior experience as an Operations Manager, Resort Manager, Assistant General Manager, or senior departmental operations professional.
- Experience managing multiple departments and large operational teams.
- Strong understanding of Front Office, Housekeeping, Food & Beverage, Kitchen, Maintenance, and Guest Services.
- Proven experience in developing and implementing SOPs and operational systems.
- Experience in handling events and high-occupancy operations will be an advantage.
Required Skills
- End-to-End Resort Operations Management
- Multi-Department Supervision
- SOP Development & Implementation
- Team Leadership & Workforce Management
- Guest Experience Management
- Operational Planning & Execution
- Inventory & Cost Control
- Vendor & Procurement Coordination
- Maintenance & Property Management
- Staff Training & Performance Monitoring
- Reporting & MIS
- Problem Solving & Crisis Management
- Time Management & Decision Making
- Strong Communication & Interpersonal Skills
Preferred Candidate Profile
- A hands-on professional who believes in taking ownership rather than simply delegating responsibilities.
- Strong leadership skills with the ability to manage different departments and teams.
- Highly disciplined, organised, and process-oriented.
- Capable of independently running the property's day-to-day operations.
- Someone who can identify problems before they escalate and take corrective action.
- Strong attention to detail and high standards of cleanliness, service, and maintenance.
- Comfortable working in a dynamic hospitality environment with operational demands beyond regular office hours.
- Willing to stay at the property and take complete responsibility for its functioning.
Compensation
Competitive salary, commensurate with experience, qualifications, and operational expertise.
Pay: ₹30,000.00 - ₹50,000.00 per month
Benefits:
Application Question(s):
- Current CTC ?
- Full time job at the resort, are you comfortable staying at the property?
- Expected CTC?
Work Location: In person
