Operations Manager

About the Company

Our Client operates premium co-living and hostel brands focused on delivering exceptional resident experiences through high-quality accommodation, hospitality services, and community living. We are looking for an experienced Operations Manager who can drive operational excellence, maintain service standards, and lead teams across multiple properties.

About the Role

The Operations Manager will oversee the overall management and performance of assigned hostel and co-living properties. This role demands strong leadership, operational expertise, cost control capabilities, and a guest-first mindset to ensure smooth day-to-day operations and an exceptional resident experience.

Key Responsibilities

Overall Property Operations

• Manage end-to-end operations across assigned properties.
• Ensure seamless coordination between front office, housekeeping, kitchen, maintenance, and support teams.
• Establish and monitor daily operational routines.
• Proactively identify and resolve operational bottlenecks.

Guest Experience & Satisfaction

• Drive exceptional guest and resident experiences.
• Monitor guest feedback, complaints, surveys, and online reviews.
• Handle escalations and implement corrective actions.
• Develop systems and processes to reduce recurring complaints.
• Improve guest retention and satisfaction levels.

Team Management

• Recruit, train, mentor, and supervise property-level staff.
• Set Key Performance Indicators (KPIs) and performance expectations for teams.
• Monitor attendance, productivity, and discipline.
• Conduct regular performance reviews and coaching sessions.
• Build a high-performance and accountable work culture.

Quality & Service Standards

• Ensure consistency in cleanliness, hygiene, food quality, and service delivery.
• Conduct regular audits and surprise inspections.
• Implement and maintain Standard Operating Procedures (SOPs) across all properties.
• Drive continuous improvement initiatives.

Inventory & Supply Chain Management

• Oversee procurement and inventory management.
• Monitor stock levels of groceries, housekeeping materials, linen, and operational supplies.
• Forecast demand accurately to prevent shortages or excess inventory.
• Control wastage and optimize inventory costs.

Cost Control & Budget Management

• Monitor operational expenses, including food costs, manpower costs, and utilities.
• Prepare and manage operational budgets.
• Identify cost-saving opportunities without impacting service quality.
• Ensure profitability targets are achieved.

Safety & Compliance

• Ensure compliance with local laws, statutory regulations, and company policies.
• Maintain fire safety, health, and hygiene standards.
• Conduct regular safety audits and emergency drills.
• Maintain all required compliance documentation.

Qualifications

• Bachelor's degree in Hospitality Management, Hotel Management, Business Administration, or a related field.
• Minimum of 5 years of experience in hospitality, co-living, hostel operations, hotels, or property management.
• Proven experience managing multiple teams and properties.
• Strong leadership, problem-solving, and decision-making skills.
• Excellent communication and stakeholder management abilities.
• Strong understanding of budgeting, inventory control, and operational KPIs.
• Ability to thrive in a fast-paced, dynamic environment.

What Success Looks Like

• Smooth day-to-day operations across all assigned properties.
• High guest satisfaction and retention rates.
• Reduced complaint recurrence and escalation levels.
• Strong employee productivity and low attrition.
• Consistent quality standards across properties.
• Controlled operational costs and improved profitability.
• Zero major compliance violations or safety incidents.Role & responsibilities