Operations Manager

Job Summary

The Hotel Operations Manager is responsible for overseeing the day-to-day operations of the hotel to ensure exceptional guest satisfaction, efficient departmental coordination, and profitability. The role involves managing Front Office, Housekeeping, Food & Beverage, Maintenance, Security, and other operational departments while maintaining the highest standards of service, quality, and safety.

Key ResponsibilitiesOperations Management

• Supervise and coordinate daily hotel operations.
• Ensure smooth functioning of all operational departments.
• Monitor service quality and implement continuous improvement initiatives.
• Conduct regular inspections of guest rooms, public areas, and hotel facilities.

Guest Relations

• Ensure excellent guest service and satisfaction.
• Handle guest complaints and resolve issues promptly.
• Maintain high guest satisfaction scores and encourage positive reviews.
• Build strong relationships with VIP guests and corporate clients.

Team Management

• Recruit, train, and supervise operational staff.
• Prepare staff schedules and manage manpower efficiently.
• Conduct performance evaluations and provide coaching.
• Promote teamwork, discipline, and a positive work environment.

Financial Management

• Prepare and monitor departmental budgets.
• Control operational costs without compromising service quality.
• Monitor daily revenue, occupancy, and operational expenses.
• Ensure proper inventory and asset management.

Quality & Compliance

• Ensure compliance with company policies and hotel SOPs.
• Maintain hygiene, safety, and security standards.
• Ensure compliance with statutory regulations and licensing requirements.
• Conduct regular audits and implement corrective actions.

Sales & Business Development

• Support sales and marketing initiatives to increase occupancy and revenue.
• Coordinate with the Sales team for group bookings and events.
• Develop strategies to improve guest retention and repeat business.

Maintenance & Facility Management

• Coordinate preventive and corrective maintenance activities.
• Ensure all hotel equipment and facilities remain in excellent working condition.
• Monitor utility consumption and implement cost-saving measures.

Reporting

• Prepare daily, weekly, and monthly operational reports.
• Analyze operational performance and recommend improvements.
• Report key performance indicators (KPIs) to the General Manager.

Required Qualifications

• Bachelor's Degree or Diploma in Hotel Management, Hospitality Management, or a related field.
• Minimum 5–8 years of hotel operations experience, including 2–3 years in a managerial role.
• Strong leadership and decision-making abilities.
• Excellent communication and interpersonal skills.
• Good knowledge of hotel PMS software (Opera, IDS, Fidelio, or similar).
• Proficiency in MS Office (Excel, Word, PowerPoint).

Required Skills

• Leadership & Team Management
• Guest Relationship Management
• Operational Planning
• Budgeting & Cost Control
• Problem Solving
• Conflict Resolution
• Time Management
• Analytical Skills
• Communication & Negotiation
• Customer Service Excellence

Key Performance Indicators (KPIs)

• Guest Satisfaction Score (GSS)
• Occupancy Rate
• Revenue per Available Room (RevPAR)
• Average Daily Rate (ADR)
• Cost Control & Budget Adherence
• Employee Productivity & Retention
• Audit & Compliance Score
• Guest Complaint Resolution Time

Working Conditions

• Flexible working hours, including weekends and holidays.
• Ability to work under pressure in a fast-paced environment.
• Availability for emergency operational requirements.

Authority

The Hotel Operations Manager is authorized to make operational decisions, allocate departmental resources, supervise staff, and ensure smooth hotel operations in line with company policies and management directives.

Pay: From ₹50,000.00 per month

Benefits:

• Food provided
• Health insurance
• Paid sick time
• Provident Fund

Work Location: In person