Senior Operations Manager

Job Description: Senior Operations Manager – Holiday Inn

Position Title: Senior Operations Manager
Department: Operations
Reports To: General Manager
Location: Holiday Inn (UAE)

Position Summary

The Senior Operations Manager oversees the daily hotel operations to ensure exceptional guest experience, operational efficiency, and compliance with IHG and Holiday Inn brand standards. This role manages key operational departments such as Front Office, Housekeeping, F&B, and Engineering while supporting financial performance, staff development, and guest satisfaction.

Key Responsibilities1. Operational Leadership

• Oversee daily operations across all hotel departments to ensure smooth, efficient, and high-quality service delivery.
• Ensure compliance with Holiday Inn and IHG brand standards, SOPs, safety protocols, and hygiene requirements.
• Monitor guest service scores and implement action plans to improve guest satisfaction.

2. Guest Experience Management

• Address guest concerns and complaints professionally and promptly.
• Ensure service excellence is consistently delivered across all touchpoints.
• Conduct regular quality checks in guest rooms, public areas, and F&B outlets.

3. Financial & Business Performance

• Assist the General Manager in budgeting, cost control, and financial analysis.
• Monitor departmental expenses and ensure cost-effective operations.
• Support revenue-generating initiatives and upselling programs across departments.

4. Staff Management & Training

• Lead, motivate, and mentor department heads and frontline staff.
• Conduct performance reviews and promote a culture of continuous improvement.
• Coordinate training programs to enhance staff skills and maintain service standards.

5. Safety, Security & Compliance

• Ensure compliance with local regulations, health & safety standards, and IHG policies.
• Oversee maintenance, fire safety systems, and emergency response procedures.
• Work closely with the Chief Engineer on preventive maintenance schedules.

6. Coordination & Communication

• Act as the main point of contact between the General Manager and department heads.
• Conduct daily operational briefings and weekly strategy meetings.
• Collaborate with Sales, HR, Finance, and other support functions on operational requirements.

Qualifications & Requirements

• Bachelor’s degree in Hospitality Management or related field.
• Minimum 8–10 years hotel experience, with at least 3–5 years in an Operations Manager or equivalent leadership role.
• Strong knowledge of IHG / Holiday Inn brand standards preferred.
• Excellent leadership, communication, and problem-solving skills.
• Proven track record in guest satisfaction, staff management, and operational excellence.
• Flexible to work in a fast-paced, 24/7 hotel environment.

Core Competencies

• Leadership & People Management
• Guest Service Excellence
• Financial Acumen
• Operational Efficiency
• Decision-Making
• Crisis & Complaint Handling
• Cross-Department Collaboration

Job Type: Full-time

Pay: AED9,000.00 - AED10,000.00 per month