Head of Operations

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.