The One Jubilee

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