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.

• Support revenue-generating initiatives across Rooms, Food & Beverage, Banqueting, Events, and other hotel operations.

• Develop a strong commercial culture among operational leaders, ensuring managers understand the financial impact of operational decisions.

• Continuously evaluate hotel operating models, staffing structures, processes, technology, and resource utilization to identify productivity opportunities.

• Monitor departmental productivity indicators including payroll percentage, hours per occupied room, covers per labour hour, revenue per colleague, overtime, casual labour utilization, and other relevant operational metrics.

• Ensure departmental scheduling reflects business demand and promotes effective utilization of permanent, casual, outsourced, and temporary resources.

• Identify opportunities to simplify processes, reduce duplication, improve communication, optimize workflow, and improve service delivery.

• Support the implementation of operational technology and systems that improve productivity, guest convenience, service consistency, reporting, and management control.

• Ensure the hotel maintains consistently high standards of food safety, hygiene, sanitation, and cleanliness throughout all Food & Beverage and back-of-house areas.

• Ensure compliance with HACCP principles, local food safety regulations, company standards, and applicable health authority requirements.

• Work closely with Culinary, Food & Beverage, Stewarding, Hygiene, Engineering, and other relevant teams to ensure proper food handling, storage, preparation, temperature control, cleaning, waste management, and sanitation procedures.

• Conduct regular hygiene and food safety inspections and ensure any deficiencies are addressed immediately.

• Ensure appropriate corrective and preventive actions are implemented following food safety or hygiene concerns.

• Promote a strong culture of food safety and hygiene accountability across operational departments.

• Champion the hotel's sustainability objectives and ensure environmental considerations are embedded within daily operations.

• Identify opportunities to reduce food waste, energy consumption, water consumption, single-use materials, chemicals, and unnecessary operating waste.

• Support responsible sourcing, recycling, waste segregation, sustainable Food & Beverage practices, and environmentally responsible operational procedures.

• Work with Culinary and Food & Beverage teams to monitor and reduce food waste without compromising product quality or guest satisfaction.

• Support sustainability reporting, audits, certifications, and company environmental initiatives.

• Engage colleagues and operational leaders in practical sustainability initiatives that generate measurable environmental and financial benefits.

• Ensure hotel operations comply with all applicable health, safety, fire, security, emergency, and operational policies and procedures.

• Ensure emergency procedures are understood, regularly reviewed, and appropriately implemented by operational teams.

• Work closely with Security and Engineering to maintain a safe and secure environment for guests, colleagues, contractors, suppliers, and visitors.

• Immediately escalate significant operational, safety, hygiene, food safety, security, or reputational risks to the General Manager.

• Lead operational teams with a strong focus on accountability, collaboration, service excellence, and commercial performance.

• Set clear performance expectations and ensure departmental leaders establish measurable objectives aligned with hotel priorities.

• Coach and develop operational leaders to strengthen their commercial awareness, leadership capability, guest focus, and operational discipline.

• Promote effective communication between departments and ensure teams are kept informed of business priorities, operational changes, guest feedback, events, and performance expectations.

• Support succession planning and the development of high-potential colleagues within operational departments.

• Foster a working environment where colleagues are encouraged to identify improvements, solve operational problems, and take ownership of the guest experience.