Head of Operations

Operational Management

• Oversee daily operations for Front Office, Housekeeping, F&B, Guest Services, and Support Teams.
• Implement SOPs, quality standards, and operational best practices.
• Ensure efficient resource allocation, scheduling, and workforce planning.
• Conduct regular operational audits and performance evaluations.

Guest Experience & Service Quality

• Maintain exceptional service standards and ensure guest satisfaction KPIs are met.
• Handle escalated guest issues, resolve complaints, and ensure quick turnaround.
• Introduce new service initiatives to enhance overall guest experience.

Team Leadership

• Lead, mentor, and train department heads and staff.
• Foster a high-performance culture with strong communication and motivation.
• Conduct training programs for service excellence and operational efficiency.

Financial & Business Performance

• Monitor budgets, cost control, and revenue improvement strategies.
• Optimize operational expenses without compromising service quality.
• Support business planning, forecasting, and P&L oversight.

Compliance & Safety

• Ensure compliance with health, safety, food hygiene, and hotel regulations.
• Maintain high levels of cleanliness, security, and operational sustainability.

Vendor & Facility Management

• Oversee vendor performance, procurement, and contract management.
• Ensure proper maintenance of facilities, equipment, and property infrastructure.

Requirements

• Bachelor’s/Master’s in Hospitality Management or related field.
• Minimum 10 years of experience in hotel/hospitality operations.
• Strong leadership, communication, and multi-tasking abilities.
• Proven experience in improving service quality and operational performance.
• Knowledge of PMS systems, hotel SOPs, and hospitality compliance standards.
• Ability to work under pressure and manage large teams.

Preferred Skills

• Strong problem-solving & decision-making skills.
• Expertise in guest relations & service recovery.
• Budgeting, reporting, and analytical skills.
• Knowledge of F&B operations is a plus.

Job Type: Full-time

Work Location: In person