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