The Operations Manager is responsible for driving the day-to-day operational performance of the hotel, with focus on Rooms, Food & Beverage, Banqueting & Events, Guest Experience, operational efficiency, financial performance, and service quality.
Working closely with the General Manager and departmental leaders, the Operations Manager ensures that hotel operations are commercially focused, guest-centric, efficient, safe, and consistently aligned with brand standards and business objectives.
The role provides visible operational leadership across guest-facing areas, with strong involvement in Front Office, Housekeeping, banqueting, conferences, events, and other operational departments. The Operations Manager is expected to continuously identify opportunities to improve profitability, service delivery, productivity, guest satisfaction, online reputation, hygiene, food safety, and sustainability performance.
Key Job Responsibilities:
- Provide hands-on leadership and oversight of daily hotel operations, ensuring departments operate efficiently, consistently, and in accordance with established brand and service standards.
- Maintain a strong operational presence throughout the hotel, particularly during peak periods, major events, high occupancy, VIP arrivals, and high-volume Food & Beverage operations.
- Work closely with department heads to identify operational challenges, service gaps, productivity opportunities, and areas requiring corrective action.
- Regularly review operating procedures, service flows, staffing deployment, opening and closing routines, guest touchpoints, and departmental processes to improve efficiency and productivity.
- Lead structured operational reviews and ensure agreed actions are implemented, monitored, and sustained.
- Conduct regular hotel inspections, operational walk-throughs, back-of-house inspections, and public area reviews to ensure presentation, cleanliness, maintenance, safety, and service standards are consistently achieved.
- Coordinate closely with Engineering, Housekeeping, Security, Front Office, Food & Beverage, Culinary, Sales, and other departments to resolve operational issues affecting the guest experience.
- Provide operational leadership across restaurants, bars, lounges, in-room dining, banqueting, catering, and other Food & Beverage outlets.
- Ensure Food & Beverage operations consistently deliver strong guest experiences while achieving budgeted revenue, profitability, productivity, and cost-control objectives.
- Work with Food & Beverage and Culinary leadership to optimize menus, concepts, service delivery, operating hours, promotions, average spend, covers, table utilization, and overall outlet performance.
- Monitor Food & Beverage cost of sales, payroll productivity, wastage, breakage, complimentary consumption, inventory controls, and other key cost drivers.
- Identify opportunities to increase outlet profitability through improved revenue generation, upselling, cost management, operational efficiency, and resource allocation.
- Ensure service standards, product quality, presentation, speed of service, ambience, and colleague engagement remain consistently high across all Food & Beverage operations.
- Oversee the operational execution of banquets, meetings, conferences, weddings, social functions, and major hotel events.
- Ensure close coordination between Service, Culinary, Sales, Engineering, Security, Stewarding, and other supporting departments.
- Review major event requirements, function sheets, operational plans, staffing levels, guest flows, set-up requirements, service timelines, and contingency arrangements.
- Ensure events are delivered professionally, efficiently, safely, and in accordance with client expectations, contractual requirements, and hotel standards.
- Support the optimization of banquet and event profitability through effective labour planning, resource utilization, equipment management, food cost controls, and operational productivity.
- Personally oversee significant events and high-profile functions where senior operational leadership is required.
- Maintain high visibility throughout guest areas and proactively engage with guests to understand their experience and identify opportunities for improvement.
- Ensure guest complaints, service failures, and operational concerns are handled promptly, professionally, and with appropriate service recovery.
- Review guest satisfaction results, online reviews, social media feedback, brand quality scores, and other reputation indicators on a regular basis.
- Monitor online guest review platforms and identify recurring themes affecting service, product quality, cleanliness, Food & Beverage, facilities, or overall guest satisfaction.
- Work with department heads to establish corrective action plans addressing negative trends and recurring guest concerns.
- Ensure positive guest feedback and best practices are shared with teams to reinforce desired service behaviours.
- Drive measurable improvement in guest satisfaction scores, online reputation ratings, review sentiment, and overall guest loyalty.
- Support the General Manager in delivering the hotel's annual revenue, profitability, GOP, payroll, productivity, and operating cost objectives.
- Participate in the preparation and ongoing management of operating budgets, forecasts, manning plans, departmental expenses, and capital requirements.
- Regularly review departmental financial performance and identify opportunities to improve revenue, control costs, reduce wastage, and increase profitability.
- Ensure staffing levels and deployment are aligned with occupancy, Food & Beverage demand, event activity, seasonality, and business volumes.
- Challenge inefficient operating practices and unnecessary expenditure while ensuring cost-saving initiatives do not negatively affect guest experience, safety, or brand standards.
