Senior Manager, Hotel Performance

The Head of Operations is a senior leadership role responsible for overseeing the day-to-day operations of a group of hotels. This position ensures that the properties within the portfolio are running smoothly, efficiently, and profitably while maintaining high standards of guest satisfaction.

Key Responsibilities :

• Operational Management :
• Supervise all aspects of hotel operations, including front office, housekeeping, food and beverage, maintenance, and guest services.
• Support the General Managers in the overall management and strategic direction of the hotel, assuming the responsibilities of the General Manager in their absence.
• Assist in the preparation, presentation and subsequent achievement of the hotel's annual Operating Budget, Marketing & Sales Plan and Capital Budget.
• Ensure consistent service standards are met across all departments.
• Monitor performance metrics to assess operational efficiency.
• Team Leadership :
• Lead and manage a team of department heads, providing guidance, support, and training.
• Foster a collaborative and positive work environment across the hotel group.
• Conduct regular staff meetings to ensure smooth communication between departments.
• Financial Management :
• Oversee the hotel’s budget, controlling costs and maximizing profitability.
• Analyse financial reports, forecast revenues, and implement strategies for cost control.
• Ensure proper pricing strategies and revenue management practices are in place.
• Ensuring achieving budgeted GOP NOP EBITDA of all the hotels assigned for.
• Managing the Guest Experience
• Reviews guest feedback with management team and ensures appropriate corrective action is taken.
• Responds to and handles guest problems and complaints.
• Stays visible and interfaces with on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.
• Strategy and Growth :
• Develop and implement operational strategies for improving hotel performance.
• Work closely with senior management to align hotel operations with the overall corporate strategy.
• Drive the hotel’s growth by identifying opportunities for expansion or renovation.
• Compliance and Quality Control :
• Ensure the hotel complies with all relevant health, safety, and environmental regulations.
• Maintain high standards for quality control in guest services, food safety, and housekeeping.
• Technology and Innovation :
• Introduce and implement new technologies that improve operational efficiency, guest experience, and revenue management.
• Stay updated on industry trends and competitors, incorporating best practices.