Operations Manager at Universal Human Resource Consult

Job Summary

• The Operations Manager oversees the day-to-day running of the hotel to ensure smooth operations, exceptional guest experiences, and efficient coordination across all departments.
• The role involves managing staff performance, maintaining quality standards, optimizing resources, and ensuring compliance with the hotel’s policies and brand expectations.
• The ideal candidate is an experienced hospitality professional with strong leadership, organizational, and problem-solving skills, dedicated to maintaining operational excellence and guest satisfaction.

Key Responsibilities
Operational Oversight:

• Oversee daily operations of all hotel departments including Front Office, Housekeeping, Food & Beverage, Maintenance,Security etc.
• Ensure all departments operate efficiently and in alignment with the hotel’s service standards.
• Monitor the quality of products and services provided to guests, ensuring consistent delivery of high-quality experiences.
• Coordinate inter-departmental communication to ensure smooth and efficient workflow.

Staff Management & Leadership:

• Supervise and support department heads in executing their duties effectively.
• Conduct regular team meetings to align staff with the hotel’s goals and service expectations.
• Mentor, train, and motivate employees to perform at their best and maintain high morale.
• Evaluate staff performance and recommend development or disciplinary actions as required.

Financial & Resource Management:

• Support the General Manager in budget preparation and cost control.
• Monitor departmental budgets and expenditures to ensure profitability targets are met.
• Review and approve operational purchases and ensure optimal resource utilization.
• Analyze financial and operational reports to identify areas for improvement.

Guest Experience Management:

• Ensure exceptional guest satisfaction across all touchpoints.
• Handle escalated guest complaints or service recovery situations with professionalism.
• Monitor guest feedback (online and in-person) and develop action plans to address recurring issues.
• Foster a culture of hospitality and personalized service among all employees.

Compliance & Standards:

• Ensure the hotel complies with health, safety, security, and labor regulations.
• Maintain cleanliness, hygiene, and safety standards throughout the property.
• Ensure all operations align with brand standards, company policies, and industry best practices.
• Review operational procedures regularly to enhance efficiency and guest satisfaction.

Strategic Planning & Reporting:

• Assist the General Manager in developing and implementing long-term operational strategies.
• Track and analyze key performance indicators (KPIs) across departments.
• Prepare and present operational reports to management.
• Drive continuous improvement initiatives across all areas of the hotel.

Qualifications & Experience

• B.Scin Hospitality Management, Business Administration, or related field.
• Minimum of 7 years of progressive experience in hotel operations, with at least 2 years in a managerial capacity.
• Proven track record of managing hotel operations successfully.
• Experience working in a 4-star or 5-star hospitality environment is an added advantage.

Skills & Competencies:

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Sound financial acumen and analytical skills.
• Exceptional organizational and problem-solving capabilities.
• Customer-oriented mindset with a focus on service excellence.
• Proficiency in hotel management software (Opera, Micros, or similar) and MS Office Suite.