Main Function
The Hotel Operations Manager is responsible for overseeing the day-to-day operations of the hotel to ensure exceptional guest experiences, efficient service delivery, and profitable performance. The role coordinates all operational departments including Front Office, Housekeeping, Food & Beverage, Maintenance, Security, and Guest Services, ensuring alignment with hotel standards, policies, and business objectives.
The ideal candidate must be an experienced hospitality professional with strong leadership, operational, and problem-solving skills, capable of managing diverse teams and maintaining high service standards in a fast-paced hotel environment.
Role Responsibilities
Operational Management
- Oversee daily hotel operations to ensure seamless service delivery across all departments.
- Coordinate Front Office, Housekeeping, Food & Beverage, Maintenance, Security, and Recreation units.
- Ensure compliance with hotel policies, SOPs, and service standards.
- Monitor occupancy levels, room readiness, and guest flow to optimize operations.
- Ensure smooth check-in and check-out processes and effective guest handling.
Guest Experience and Service Excellence
- Ensure exceptional guest service and satisfaction at all touchpoints.
- Handle escalated guest complaints professionally and ensure prompt resolution.
- Monitor guest feedback, reviews, and service quality indicators.
- Implement service improvement initiatives based on guest feedback.
- Promote a strong service culture across all hotel departments.
Team Leadership and Performance Management
- Lead, supervise, and motivate department heads and operational staff.
- Conduct daily briefings and regular operational meetings.
- Set performance expectations and monitor staff productivity.
- Support recruitment, training, and performance appraisal processes.
- Foster teamwork, accountability, and continuous improvement.
Financial and Cost Control
- Support preparation and implementation of operational budgets.
- Monitor departmental expenses and ensure cost control measures are enforced.
- Optimize revenue opportunities in rooms, food & beverage, and ancillary services.
- Review operational reports and ensure targets are met.
Quality Assurance and Standards
- Ensure hotel facilities, rooms, and public areas meet cleanliness and quality standards.
- Conduct routine inspections to maintain service excellence.
- Ensure food safety, hygiene, and housekeeping standards are strictly followed.
- Implement corrective actions where standards fall below expectations.
Compliance, Safety, and Risk Management
- Ensure compliance with health, safety, and regulatory requirements.
- Enforce fire safety, emergency procedures, and security protocols.
- Conduct risk assessments and safety audits across hotel operations.
- Ensure staff are trained on safety, hygiene, and emergency response.
Operational Reporting and Administration
- Prepare daily, weekly, and monthly operational reports.
- Track KPIs such as occupancy, ADR, RevPAR, guest satisfaction, and service delivery.
- Provide management with insights on operational performance and improvement areas.
- Ensure accurate documentation and record-keeping across departments.
Vendor and Stakeholder Coordination
- Coordinate with suppliers, service providers, and contractors.
- Ensure service-level agreements are met and value for money is achieved.
- Support sales, marketing, and business development initiatives through operational alignment.
- Represent hotel management during operational meetings or inspections.
Competencies/Skills
- Strong leadership and people management skills
- Deep understanding of hotel operations and hospitality standards
- Excellent customer service and guest relations abilities
- Strong financial and cost-control awareness
- Operational planning and problem-solving skills
- Effective communication and interpersonal abilities
- Ability to manage multiple departments simultaneously
- Proficiency in hotel management systems and Microsoft Office
Behavioural Qualities / Other Competences
- High level of professionalism, integrity, and accountability
- Guest-focused and service-oriented mindset
- Calm under pressure and adaptable to changing demands
- Proactive and solution-driven attitude
- Strong work ethic and attention to detail
- Excellent decision-making and leadership presence
Experience / Qualification
- Bachelor’s degree or HND in Hospitality Management, Business Administration, or related field
- Minimum of 6–10 years of experience in hotel operations, with at least 3 years in a managerial role
- Strong experience managing multi-department hotel operations
- Knowledge of hospitality regulations, health & safety standards, and service excellence principles
- Professional certifications in hospitality or operations management are an added advantage
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