Operation Manager

Key Responsibilities

1. Hotel Operations & Daily Management

• Oversee all departments including Front Office, Housekeeping, Food & Beverage, Maintenance, and Activities to ensure seamless daily operations.
• Conduct daily property walkthroughs to monitor cleanliness, maintenance standards, guest comfort, and team performance.
• Implement and enforce Standard Operating Procedures (SOPs) across all departments.
• Manage the daily briefing process and ensure all department heads are aligned on priorities, occupancy, and guest needs.
• Resolve operational issues swiftly and effectively, ensuring minimal disruption to guests.
• Oversee room readiness, public area standards, F&B setup, and activity scheduling.
• Ensure proper handover procedures between shifts and departments.

2. Guest Experience & Service Excellence

• Champion a guest-first culture across the entire property, ensuring every touchpoint reflects Le Pirate's boutique and personalised hospitality standard.
• Monitor guest reviews on Google, Booking.com, and other platforms.
• Handle escalated guest complaints personally with professionalism and solution-focused approach.
• Implement and maintain guest care rituals, welcome experiences, and service recovery procedures.
• Coordinate with F&B and activities teams to ensure personalised guest experiences such as special occasions, dietary needs, and excursion arrangements.
• Maintain close interaction with in-house guests to build rapport and ensure satisfaction.

3. People Leadership & Team Development

• Lead, inspire, and manage a diverse island-based team with a positive, respectful, and performance-driven culture.
• Conduct regular one-on-one meetings, team briefings, and performance reviews with department heads.
• Identify training needs and coordinate skill development programs across all departments.
• Support recruitment, onboarding, and induction of new team members.
• Manage scheduling, duty rosters, and leave planning to ensure adequate coverage at all times.
• Address staff conduct, performance issues, and conflict resolution in accordance with company policy.
• Nurture a team culture that reflects Le Pirate's values: warmth, creativity, pride, and sustainability.

4. Financial Management & Cost Control

• Monitor and manage the hotel's operational budget, including payroll, F&B cost, maintenance expenses, and procurement.
• Review daily revenue reports, occupancy data, and departmental costs with department heads.
• Control COGS, food and beverage cost percentages, and operational wastage.
• Review and approve purchasing requests and supplier orders within authorised limits.
• Prepare weekly and monthly operational financial summaries for the Owners and Directors.
• Identify cost-saving opportunities without compromising guest experience or team welfare

5. Maintenance, Safety & Property Care

• Ensure all areas of the property are maintained in excellent condition, aligned with the hotel standard.
• Oversee the preventive maintenance schedule and ensure urgent repairs are addressed promptly.
• Manage relationships with external contractors and ensure works are completed to standard and on budget.
• Enforce health, safety, and hygiene standards across all operational areas including kitchen, pool, beach areas, and accommodations.
• Ensure all fire safety, first aid, and emergency response procedures are in place and practiced.
• Coordinate with local authorities on compliance, licensing, and permits as required.

6. Reporting & Communications

• Prepare and submit weekly operations reports covering occupancy, guest feedback, team performance, maintenance, and financial highlights.
• Submit monthly operational reports to the Management and Directors with analysis and action plans.
• Maintain accurate records for all operational activities, incidents, and maintenance logs.
• Attend and lead regular management meetings and ensure follow-through on all action points.
• Communicate clearly and proactively with the Management on any significant issues, developments, or opportunities.

7. Sustainability & Community Relations

• Champion Le Pirate's commitment to responsible tourism and sustainable operations.
• Promote eco-friendly practices across all departments: waste reduction, energy efficiency, and responsible sourcing.
• Build and maintain positive relationships with the local Gili Meno community, suppliers, and stakeholders.
• Support initiatives that benefit the local community and reflect the property's island values.

REQUIREMENTS

• Minimum 3 years in a Hotel Operations Manager or similar senior management role. preferably in a boutique or resort property.

• Strong leadership and people-development skills.

• Strong communication and problem-solving skills.

• Able to work flexible hours, including weekends and public holidays.

• Highly organized, proactive, and able to work under deadlines.

• Proficient in Property Management Systems (PMS), Microsoft Office, Google Workspace, and OTA platform management.

• Demonstrated ability to manage budgets, control costs, and produce accurate financial reports.

• Willing to relocate to Gili Meno, Lombok, NTB