Hotel Operations Manager

Key Responsibilities

• Oversee the daily operations of the hotel to ensure seamless guest experiences.
• Lead and supervise Front Office, Housekeeping, Food & Beverage, Maintenance, and Security teams.
• Ensure exceptional guest service standards are maintained across all departments.
• Monitor guest feedback and implement corrective actions to improve satisfaction levels.
• Develop and enforce operational policies, procedures, and service standards.
• Manage departmental heads and ensure accountability for performance targets.
• Monitor occupancy, revenue performance, and operational efficiency.
• Control operating costs and minimize wastage while maintaining service quality.
• Conduct regular inspections of guest rooms, public areas, and facilities.
• Ensure compliance with health, safety, hygiene, and regulatory requirements.
• Oversee staff scheduling, productivity, and workforce planning.
• Support recruitment, onboarding, training, and performance management initiatives.
• Prepare operational reports and provide recommendations for continuous improvement.
• Manage supplier relationships and oversee procurement of operational requirements.
• Implement systems that improve accountability, reporting, and operational controls.
• Resolve guest complaints promptly and professionally.
• Drive a culture of teamwork, professionalism, and customer-centric service delivery.
• Support revenue-generating initiatives and enhance overall guest experience.

Skills & Requirements

• Bachelor's Degree or Diploma in Hospitality Management, Hotel Management, Tourism Management, Business Administration, or a related field.
• Minimum of 5 years' experience managing hotel operations in a hotel, resort, lodge, camp, or boutique hospitality property.
• Proven experience managing properties with between 30 and 100 rooms is highly preferred.
• Demonstrated success in leading multi-department hospitality teams.
• Strong understanding of hospitality operations, guest service, housekeeping, food and beverage management, and maintenance functions.
• Experience implementing operational controls, reporting systems, and accountability frameworks.
• Knowledge of hospitality management systems and operational reporting tools.