OPERATIONS MANAGER
ABOUT KERTEN HOSPITALITY
Kerten Hospitality (KH) is an end-to-end lifestyle hospitality operator creating bespoke destinations, experiences, and communities while optimizing operations and driving profitability for savvy investors with a strong commitment to sustainability. KH transforms destinations through impactful partnerships with Food & Beverage, Retail, Entertainment, Art, and Wellness brands with a focus on building Ecosystems and unique community-centric destinations, which connect International & local travellers. The Group’s current pipeline includes projects in numerous countries in the Middle East, Europe, and the North Africa region.
ABOUT THE PROPERTY
Cloud 7 Hotel and Residence, Aqaba
Cloud 7 Residence Aqaba is a new gem in the spectacular lifestyle destination Ayla Oasis, that welcomes the next generation of travelers and guests seeking unique experiences right in the heart of Aqaba’s dynamic community. Located in the pristine waterfront resort, nestled in the turquoise man-made lagoon on Jordan’s Red Sea coast, Cloud 7 welcomes visitors in its vibrant, spacious, and inviting setting in the heart of the Marina Village, which offers a range of dining and shopping experiences.
ABOUT THE ROLE
Operations Manager — Cloud 7 Hotel and Residence Aqaba | Kerten Hospitality
Reporting to: General Manager
Dotted Line Manager:
Location: Aqaba, Jordan
At Kerten Hospitality, we don’t just manage hotels, we curate stories rooted in people, place, and purpose. This role ensures that every part of the experience reflects our core values of Connection, Innovation, Curation, and Leading the Way. It goes far beyond operating a property; it is about shaping experiences that feel personal and local, where every detail carries the destination’s voice, every interaction builds connection, and every guest leaves feeling part of something meaningful.
JOB DESCRIPTION
KEY RESPONSIBILITIES
- Lead and manage daily hotel operations, ensuring adherence to quality and service standards that align with Kerten Hospitality's brand values.
- Monitor and manage inventory levels, procurement processes, and vendor relationships to optimize stock levels and control costs effectively.
- Coordinate maintenance activities for equipment and facilities, ensuring functionality, safety compliance, and a pleasant guest experience.
- Implement and uphold health, safety, and cleanliness standards throughout the hotel, in compliance with regulatory requirements.
- Develop and execute strategies to enhance guest experiences, drive revenue growth, and maximize profitability.
- Provide leadership and training to hotel staff, fostering a positive work environment and promoting a culture of excellence and continuous improvement.
- Design and deliver bespoke guest experiences that reflect our standards, ensuring each guest receives a warm welcome and personalized service throughout their stay.
- Oversee and optimize all Front Office operations, including pre-arrival planning, check-in/check-out, VIP handling, guest transportation, and concierge services.
- Direct and control all Housekeeping operational activities, including room turnaround efficiency, quality inspections, preventive maintenance reporting, stock and cost control, workforce planning, and compliance with hygiene and safety standards, to ensure operational excellence and enhanced guest experience.
- Analyze daily performance reports, including occupancy trends, revenue, REVPAR, and guest satisfaction KPIs, and take action to optimize results.
- Set departmental goals, KPIs, SOPs, and service standards, ensuring efficient processes and excellence across all touchpoints.
- Lead problem-solving efforts and respond to guest feedback, complaints, or escalations with professionalism and poise.
EXPERIENCE & SKILLS
- Proven leadership experience in housekeeping operations, with strong expertise in room inspection standards, public area management, linen and laundry control, manpower planning, and cost optimization, complemented by Rooms Division leadership experience within a 5-star or luxury hospitality environment.
- Proven ability to integrate Front Office and Housekeeping functions to enhance room turnaround efficiency, inspection quality, guest recovery processes, and overall, Rooms Division performance.
- In-depth understanding of hygiene, sanitation, and safety compliance standards, ensuring operational excellence across guest rooms, public areas, and reception environments.
- Experienced in Rooms Division budgeting, inventory and amenity control, SOP standardization, KPI monitoring, and leveraging guest feedback data to drive continuous service improvement.
- Proficient in Opera PMS, housekeeping management systems, guest feedback platforms, and modern hospitality technology.
JOINING OUR TEAM MEANS
- Competitive Compensation: A rewarding package tailored to your experience.
- Career Growth: Opportunities for advancement within our dynamic organization.
- Inclusive Environment: A vibrant and inclusive workplace that encourages collaboration.
- Shared Purpose: Working with passionate people who live our values every day — connecting, innovating, curating, and leading the way together.
