An Operations Manager of a hotel is responsible for the overall day-to-day management of all hotel departments, ensuring profitability, guest satisfaction, and high service standards. Key duties include overseeing staff (hiring, training, and supervision), resolving guest complaints, and implementing strategies for improvement and marketing.
Ensure the premises are in operative condition as per the category of the unit to receive & serve the guests. .
Conduct regular operations team meetings with operational HOD daily / weekly to discuss routine operational matters.
Ensure SOP implementation in all departments and check the same during routine operational checks
Monitor the purchase/indent / requesting of each department
Randomly inspecting the stores (F & B / Kitchen) to check the stock in hand (quality, , expiry, etc.) with the F & B Manager and chef
Inspecting all departments with their respective Managers for cleanliness, ambience, service readiness, staff grooming & hospitality culture
Monitor the co-ordination between all departments for smooth & efficient operations and efficient customer service
Assessing and reviewing customer satisfaction and service recovery process
Meet all dept. heads to review & train the staff to upkeep the human capital in consultation with the human resources and support team.
Identifying staff learning needs and assisting with development
Providing timely and constructive feedback to all direct reports as and when required either formally or informally.
Monitor and maintain operation & overhead costs to maintain maximum revenue for the organization.
Operational Oversight: Manage and coordinate all hotel departments to ensure smooth and efficient operations, including front desk, housekeeping, food and beverage, and maintenance
Staff Management: Recruit, train, coach, and supervise hotel staff, conduct performance reviews, and foster a positive and productive work environment
Guest Satisfaction: Ensure high standards of guest service, handle guest complaints, and implement service recovery procedures to guarantee a positive guest experience.
Strategic Planning: Set and achieve both short-term and long-term strategic goals for the property, including implementing marketing and promotional strategies to increase occupancy and revenue.
Compliance: Ensure the hotel complies with all relevant laws, regulations, and brand policies, including health, safety, and security standards
Communication: Hold regular meetings with department heads and represent the hotel by communicating with ownership, vendors, and the local community
Maintenance and Upkeep: Oversee the maintenance of hotel facilities to ensure they are in good, safe, and comfortable condition
Be available on call 24 hours a day to resolve any urgent problems or emergencies
Staff Management: Recruit, train, coach, and supervise hotel staff, conduct performance reviews, and foster a positive and productive work environment.
Guest Satisfaction: Ensure high standards of guest service, handle guest complaints, and implement service recovery procedures to guarantee a positive guest experience.
Strategic Planning: Set and achieve both short-term and long-term strategic goals for the property, including implementing marketing and promotional strategies to increase occupancy and revenue.
Compliance: Ensure the hotel complies with all relevant laws, regulations, and brand policies, including health, safety, and security standards.
Communication: Hold regular meetings with department heads and represent the hotel by communicating with ownership, vendors, and the local community.
Maintenance and Upkeep: Oversee the maintenance of hotel facilities to ensure they are in good, safe, and comfortable condition
Job Requirements
Qualifications and skills
Experience: Several years of experience in a management role, often requiring a degree in hospitality or a related field.
Leadership: Ability to lead, motivate, and develop a diverse team.
Financial Acumen: Strong understanding of financial reports and budgeting.
Communication: Excellent verbal and written communication skills.
Problem-Solving: Ability to handle guest issues and operational problems effectively.
Attention to Detail: Meticulous attention to detail is crucial for maintaining quality standards.
Software Proficiency: Familiarity with hotel management software is often required.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. All other items not enumerated here are covered by the policies and procedures of the department/Hotel, the Employees Handbook and the Pyramid Hotel & Resort Code of Business Conduct, which may be revised at any date or Time.
Essential qualifications and skills
Education: Bachelor's degree in hospitality management or a related field is typically required.
Experience: Minimum of 3 years of experience in a hotel management role.
Leadership: Proven ability to lead, motivate, and develop a diverse team.
Financial acumen: Strong understanding of financial planning and revenue management.
Customer service: A strong commitment to guest satisfaction and experience.
Communication: Excellent verbal and written communication and interpersonal skills.
Problem-solving: Ability to effectively handle guest complaints and troubleshoot operational issues.
Technical proficiency: Proficiency with Microsoft Office and hotel management software.
Strategic thinking: Ability to develop and implement strategies to drive business growth.
How To Apply
Interested applicants can submit their credentials in person at Bishoftu Pyramid Hotels & Resorts within 10 consecutive working days.
