HOT179 Operations Manager

Our client is a prestigious and well-established hotel known for delivering exceptional hospitality and outstanding guest experiences. This hotel prides itself on its commitment to quality service, operational excellence, and maintaining a warm, welcoming environment where guests feel valued and comfortable throughout their stay. The hotel operates various key departments including Front Office, Housekeeping, Guest Services, Maintenance, and closely collaborates with Food & Beverage to ensure a seamless guest experience. With a reputation built on guest satisfaction and operational efficiency, the hotel is dedicated to upholding brand standards and pushing the boundaries of service excellence in the competitive hospitality industry.

We are currently seeking a dedicated and experienced Operations Manager to join this vibrant team. The Operations Manager will be pivotal in overseeing the day-to-day operations of all core rooms division and guest-facing departments. This leadership role requires a proactive and hands-on approach to managing multiple departments, ensuring that every facet of the hotel's day-to-day function aligns with the hotel's high standards of service and cleanliness. The role is centered on maintaining a balance between flawless guest satisfaction and stringent operational efficiency while fostering a positive team environment.

The successful candidate will be responsible for constantly monitoring service quality and operational performance, directly interacting with guests to resolve escalated complaints, and implementing service improvement strategies aimed at boosting guest satisfaction scores. In addition, the Operations Manager will conduct frequent inspections of all hotel areas including public spaces, guest rooms, and back-of-house zones, ensuring these areas meet impeccable cleanliness, safety, and visual appeal standards.

Leadership is a cornerstone of this position as the Operations Manager will hire, train, mentor, and schedule department heads and supervisors, cultivating a collaborative workplace to reduce turnover and increase service excellence. The role also demands sound financial acumen to manage labor costs in relation to occupancy forecasts effectively, control departmental budgets, and oversee third-party service provider relationships to maintain operational integrity.

Ideal candidates will have 3 to 5 years of supervisory or management experience within the hotel industry, preferably in roles such as Front Office Manager or Executive Housekeeper. A bachelor’s degree in Hospitality Management or Business Administration is preferred but not mandatory for those with significant and relevant experience. The role requires strong technical proficiency with Property Management Systems such as Opera, HMS, or Cloudbeds, coupled with familiarity with inventory and scheduling software.

The Operations Manager must possess exceptional soft skills including emotional intelligence and crisis management capabilities, maintaining composure and effective decision-making when under pressure. Additionally, the candidate must meet physical requirements including extended periods of standing and walking, navigating large hotel properties and tight spaces, and performing physical tasks up to moderate lifting and carrying of items around the hotel environment. Visual acuity is necessary for detailed room inspections and thorough review of financial and management reports.

This role is a unique opportunity for an experienced hospitality professional to impact guest experiences directly while leading a motivated and dynamic team in a premier hotel setting, emphasizing operational effectiveness, guest satisfaction, and team development.