Job Description

?Job Summary

?The Operations Manager is the strategic business leader responsible for overseeing all operational departments to ensure seamless coordination, drive profitability, and deliver exceptional guest experiences consistent with the hotel's 4-Star brand standards.

?Key Duties and Responsibilities

?1. Operational Management & Quality Control

?

Oversee Daily Operations:

Ensure the smooth and efficient running of all departments including Front Office, Housekeeping, Food & Beverage (F&B), Maintenance, and Security. ?

Standard Operating Procedures (SOPs):

Develop, implement, and consistently review SOPs across all departments to maintain a consistently high level of service quality and efficiency. ?

Inspections:

Conduct regular, thorough inspections of all hotel areas (rooms, public areas, F&B outlets, back-of-house) to ensure cleanliness, maintenance, and adherence to 4-Star standards. ?

Compliance:

Ensure the hotel is in full compliance with all local laws, health, safety, and hygiene regulations.
?2. Guest Experience & Relations

?

Service Excellence:

Champion a culture of excellence in guest care, ensuring a warm welcome, proactive service, and a desire to exceed expectations. ?

Complaint Resolution:

Handle and resolve all escalated guest complaints and complex issues in a professional, timely, and satisfactory manner. ?

Feedback Analysis:

Monitor and analyze guest satisfaction scores (e.g., surveys, online reviews) and implement corrective actions and improvements based on feedback.
?3. Financial Management & Profitability

?

Budget Oversight:

Work with the General Manager and Finance department to manage operational budgets, control costs, and monitor departmental expenses. ?

Revenue Optimization:

Collaborate with the Revenue Management and Sales teams to maximize financial opportunities, achieve RevPAR and ADR targets, and implement proactive up-selling strategies. ?

Inventory & Purchasing:

Oversee efficient inventory control and purchasing processes for all departments to ensure necessary supplies are available while maintaining cost-effectiveness.
?4. Team Leadership & Human Resources

?

Department Head Coordination:

Lead, motivate, and coordinate all Department Heads, fostering strong inter-departmental collaboration and communication. ?

Performance Management:

Set performance goals, conduct regular appraisals, and hold departmental leaders accountable for executing strategies. ?

Training & Development:

Identify training needs, ensure new and existing staff receive proper training, and promote a positive work environment to minimize staff turnover. ?

Staffing Levels:

Ensure optimal staffing levels are maintained across all shifts to meet service demands without exceeding labor cost budgets.
?5. Crisis Management & Problem Solving

?

Incident Handling:

Act as the Manager on Duty (MOD) as required, addressing unexpected issues such as staffing shortages, system failures, or emergency situations quickly and effectively. ?

Security:

Oversee hotel security procedures, ensuring the safety and security of guests, employees, and hotel assets.
?Required Qualifications and Skills

?

Education:

Bachelor's degree in Hospitality Management, Business Administration, or a related field. ?

Experience:

Minimum of 3-5 years of progressive management experience in a 4-Star or luxury hotel environment, ideally in an operations, rooms division, or F&B management role. ?

Technical Proficiency:

Proficiency with Property Management Systems (PMS) such as Opera or Maestro, as well as Microsoft Office Suite. ?

Leadership:

Proven ability to lead, mentor, and inspire a diverse team to achieve measurable results. ?

Soft Skills:

Exceptional communication, problem-solving, decision-making, and financial acumen.
Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹40,000.00 per month

Benefits:

Food provided
Experience:

Operations Manager: 5 years (Required)
Location:

Cochin, Kerala (Preferred)
Work Location: In person