Operations Manager at HOP Services Limited

Job Overview

• The Operations Manager is responsible for overseeing the day-to-day operations of the facility, ensuring smooth and efficient functioning across all departments.
• This role includes managing staff, ensuring high levels of guest satisfaction, optimizing resources, and maintaining service excellence in line with the hotel’s standards.
• The Operations Manager plays a key role in ensuring that both operational objectives and financial goals are met while creating a unique and memorable guest experience.

Key Responsibilities
Overall Operations Management:
Daily Operations:

• Oversee and manage all operational aspects of the facility.
• Ensure seamless coordination between departments to maintain smooth operations and consistent service delivery.

Guest Experience:

• Maintain high guest satisfaction by ensuring that service levels are exceptional across all departments.
• Handle guest feedback, complaints, and requests, ensuring timely resolution and personalized guest experiences.
• Develop strategies to continuously improve guest satisfaction, addressing feedback from surveys and online reviews.

Staff Leadership and Development:
Staff Management:

• Supervise and support department heads, ensuring they have the resources needed to meet operational goals.
• Oversee scheduling, staffing levels, and productivity across departments, ensuring sufficient staff coverage during peak times.
• Encourage cross-departmental collaboration to enhance overall team performance.

Training & Development:

• Support the training and professional development of staff to maintain high service standards.
• Organize regular training sessions for employees to update them on new policies, standards, and procedures.
• Promote a positive work environment that fosters teamwork and employee satisfaction.

Performance Management:

• Evaluate staff performance and support department managers in conducting performance appraisals.
• Address performance issues and work with HR to develop improvement plans where necessary.

Financial and Budget Management:
Budget Oversight:

• Work closely with the General Manager and Finance team to manage operational budgets and ensure cost control.
• Monitor and analyze financial performance of operational departments, including revenue, expenses, and profitability.
• Implement cost-saving measures while maintaining quality service levels.

Revenue Optimization:

• Collaborate with the sales and marketing teams to develop strategies to maximize room occupancy and optimize revenue.
• Support the food and beverage department with revenue strategies, such as menu engineering and cost management.
• Contribute to overall profitability by identifying opportunities to enhance guest experiences and increase spending.

Health, Safety, and Compliance:
Health & Safety Standards:

• Ensure the facilityadheres to all health and safety regulations, including fire safety, food safety, and hygiene standards.
• Oversee the implementation of safety procedures and ensure staff compliance with safety protocols.
• Organize and oversee safety training for staff, including emergency response drills.

Legal & Compliance:

• Ensure compliance with local labor laws, facilitylicensing regulations, and industry standards.
• Keep up to date with any legal or regulatory changes that could affect hotel operations.

Facility Management and Maintenance:
Property Maintenance:

• Oversee the upkeep of building facilities, including rooms, public areas, restaurants, and back-of-house areas.
• Work with the maintenance team to ensure that all equipment and systems are functioning correctly, including HVAC, plumbing, electrical, and safety systems.

Vendor and Contractor Management:

• Manage relationships with external vendors and contractors for maintenance, cleaning, and other operational services.
• Ensure that service contracts are fulfilled to the hotel’s standards and that repairs and maintenance are completed on schedule.

Strategic Planning and Continuous Improvement:
Operational Efficiency:

• Analyze operational processes and identify areas for improvement to increase efficiency and reduce costs.
• Implement best practices and innovative solutions to streamline operations, improve service, and enhance the guest experience.

Sustainability Initiatives:

• Develop and implement sustainability initiatives in line with the facilities' goals, such as reducing energy consumption, water usage, and waste.

Requirements

• Interested candidates should possess relevant qualifications with 4 years work experience.