Hotel Operation Manager

The Operations Manager is the primary architect of the guest journey and the engine of the hotel’s daily performance. This role demands a high-functioning leader capable of synchronizing Front of House (FOH) and Back of House (BOH) operations. The objective is to maximize GOP (Gross Operating Profit) through meticulous labor management and revenue driving, while maintaining an uncompromising commitment to brand standards and guest loyalty.

Role and Responsibility

I. Strategic Operational Oversight

• Inter-Departmental Synergy: Eliminate "silos" by ensuring seamless communication between Front Office, Housekeeping, F&B, Engineering, and Security.
• SOP Architecture: Audit, evolve, and enforce Standard Operating Procedures to ensure 100% compliance with brand and safety audits.
• Resource Optimization: Direct the allocation of human and material resources to meet fluctuating occupancy demands without compromising service.

II. Financial Stewardship & Profitability

• P&L Responsibility: Analyze monthly profit and loss statements; identify variances and implement immediate corrective action plans.
• Cost Control: Oversee procurement strategies and inventory management to minimize waste and slippage across all departments.
• Labor Management: Monitor productivity metrics and manning ratios to ensure optimal staffing levels relative to RevPAR.

III. Human Capital & Culture

• Talent Development: Identify high-potential employees for "fast-track" development, ensuring a robust internal succession plan.
• Performance Management: Execute quarterly performance reviews and manage disciplinary actions in alignment with local labor laws and HR policy.
• Engagement: Drive employee engagement initiatives to reduce turnover and foster a "culture of ownership."

IV. Guest Excellence & Reputation Management

• Service Recovery: Act as the final point of escalation for guest grievances, turning detractors into brand advocates.
• Digital Reputation: Partner with Marketing to monitor and respond to social media and OTA feedback, leveraging data to improve the guest experience.

Candidate Specifications (The HR Profile)

• Academic: Bachelor’s Degree in Hospitality Management or an MBA (preferred).
• Experience: Minimum 10–12 years in Hospitality Operations, with at least 5 years in a senior leadership role (EAM or Resident Manager level). Has experience in 5-4 Stars hotel
• The "Hospitality DNA": Proven ability to maintain executive presence under extreme pressure.
• Technical Savvy: Expert knowledge of PMS (Opera/Mews), POS (Simphony/Micros), and Workforce Management software.