Hotel Operations Manager

Job Description

• The Hotel Operations Manager is responsible for driving the profitability and overall operational performance of the hotel, with a strong focus on maximising revenue and occupancy, maintaining hotel standards and delivering exceptional customer experiences.
• The role leads and integrates multiple hotel functions, ensuring operational excellence across rooms, guest relations, food and beverage, conferencing and related services. It also carries shared accountability for the hotel operational budget, revenue targets and expense management while driving innovation, people performance and alignment across the property.

Core behavioural & Technical / proficiency competencies

Behavioural

• Continuous Improvement
• Integrity
• Teamwork
• Collaboration
• Transparency
• Adaptability
• Problem-Solving
• Customer Centricity
• Lifelong Learning
• Respect for Diversity

Technical

• Hotel Operations Management
• Rooms & Yield Management
• Front Office & Guest Relations
• Housekeeping Operations
• Food & Beverage Operations
• Banqueting & Conferencing
• Hotel Revenue & Occupancy Management
• Hotel Product & Service Innovation
• 4 & 5-Star Hotel Standards
• Customer Experience Management
• Financial & Budget Management
• Revenue Analysis & Forecasting
• CAPEX & Cost Management
• Labour Legislation
• SHE Legislative Compliance
• Business Acumen
• SLA & Contract Management
• Business Partner Management
• People Leadership & Coaching
• Stakeholder Relationship Management
• Operational Risk & Governance
• Computer Proficiency
• The profile places particular emphasis on Rooms & Yield Management, F&B product knowledge, Banqueting & Conferencing, financial management, business acumen, labour and SHE legislation, SLA management and coaching.

Job Requirements

• Minimum 10 years’ relevant hospitality experience
• At least 3 years’ experience in a hospitality management role within a 5-star establishment
• Strong background in Rooms Division Management, including Housekeeping, Front Office and/or Guest Relations, and/or Food & Beverage
• Experience managing multiple hotel functions and operational teams
• Experience managing Business Partners and Service Level Agreements
• Experience managing hotel revenue, occupancy, budgets and operational expenses
• Strong understanding of hotel standards, governance and operational compliance
• Demonstrated people leadership, performance management and coaching experience
• Experience driving customer experience and service excellence
• Ability to work shifts in accordance with operational requirements
• Ability to undertake local travel.

Key Areas of Responsibility

• Translate Group and Business Unit strategies into operational plans and deliverables for the hotel.
• Drive hotel profitability through revenue maximisation, occupancy management, cost control and operational efficiency.
• Maintain and continuously improve hotel standards in line with 4 and 5-star grading requirements.
• Oversee operational standards across rooms, guest relations, food and beverage, conferencing and related hotel services.
• Identify new opportunities to improve products, services and operational processes.
• Analyse hotel and hospitality trends and introduce relevant product and service innovations.
• Manage hotel budgets, revenue strategies, CAPEX, forecasting and financial reporting.
• Lead, motivate and develop hotel teams while driving performance, engagement and succession planning.
• Maintain positive employee and labour relations across hotel operations.
• Drive the hotel's customer experience strategy and manage escalated guest matters.
• Analyse guest preferences and feedback to identify opportunities to improve the customer experience.
• Manage relationships with internal stakeholders, external service providers and business partners.
• Ensure appropriate governance, risk controls, audit compliance and adherence to relevant legislation.