Background

The Operations Manager is responsible for smooth and effective running of the operations throughout the hotel. He/she shall also oversee and monitor the business performance of the hotel.

He / she is expected to empower his/her team to manage the day-to-day operations of the business while monitoring and evaluating business and employee performance with the ultimate goal of ensuring Business profitability in a sustainable manner. The Operations Manager will be working closely with General Manager and Head of Departments to realize this goal.

Key Outputs

• Smooth and effective operations that uphold the high standards of the hotel.
• Effective operational processes and policies.
• Thorough SOPs compliant with regulations and laws.
• Profitable networks and partnerships that benefit the business of the hotel.
• Effective and sustainable business strategy to maximize profitability.
• Comprehensive business plans to realize overall business objectives.
• Quarterly, Bi-annual and annual performance and performance improvement plans.
• Monitoring of business plans, key result areas, goals and objectives.
• Continuous monitoring of key performance indicators of the business.
• General Quarterly or bi-annual operational reports.
• Periodic budgets.
• Business performance reports to the Management

Key functions and Responsibilities

• Collaborate with the General Manager and departmental leaders to develop business strategies and plans for the hotel.
• Through the implementation of business strategies, help realize long-term profit maximization of the hotel.
• In line with the hotel’s strategy, work with other hotel leaders to form departmental strategies. Advise on the development of departmental plans and budgets.
• Monitor the fulfilment of business plans, key goals and objectives. Give feedback and advise on points of improvements to relevant departments.

Operation Management

• Closely work with each department to monitor and manage day-to-day operations. Ensure the efficient and effective running of operations throughout the hotel.
• Closely support the General Manager and Head of Departments to realize business goals and objectives.
• Help solve problems that arise in each department, especially the major and inter-departmental problems.
• Keep high standards of operations through monitoring key hotel performance indicators including cost management, quality service delivery, financial performance, etc
• Oversee and monitor creation and implementation of SOP for each department. Periodically review them for effectiveness and compliance with regulations and laws.
• Interact with high level customers/guests for business development.
• Advocate and lead the culture that values and promotes high level of customer as well as employee satisfaction.
• Through regular management meetings, communicate with other leaders of the hotel and guide them.
• Ensure effective and efficient running of operations. Ensure continuous improvement through critical decision-making.
• Make key decisions as to matters concerning the hotel’s business based on information presented by each department as well as strategy, goals, and vision of the hotel.
• Monitor the process of budgeting and budget implementation.
• Monitor and check effective allocation and use of company resources (e.g. Cars, HR, IT, Material) based on aggregated information provided from each department.
• Encourage and cultivate the culture of cooperation between the departments.
• Always strive to improve skills and knowledge in management and business in general, through research, workshops, interaction with business experts, etc, and apply them in process, policy, and strategy making.

Relationship Management

• Put continuous efforts into extensive networking with people and organizations who can potentially help and grow the business.
• Consider and seek strategic partnerships to expand and improve business performance.
• Attend seminars and events and ultimately market the business.

Notes

• Above job descriptions explain only the key parts of the duties and responsibilities. Other duties and responsibilities may arise at the discretion of the Management, though they should remain relevant.
• These roles and duties are also subject to the review from time to time.

Competencies and Skills

• Excellent leadership and management skills.
• Strategic planning and implementation.
• Board level presentation skills.
• Networking skills.
• Ability to be open and adopt new and different ideas.
• Strong analytical and problem-solving skills.
• Strong critical and strategic thinking skills.
• Excellent decision-making skills.
• Excellent organizational and planning skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Excellent written and spoken communication skills.
• Team working skills.
• Ability to influence and motivate others.
• Excellent negotiation Skills.
• Ability to multitask .
• A strong customer-focused background.
• Financial knowledge.
• Firm Integrity.
• Ability to adapt to the needs of the organization and employees.
• Ability to see the big picture

• Collaborate with the General Manager and departmental leaders to develop business strategies and plans for the hotel.
• Through the implementation of business strategies, help realize long-term profit maximization of the hotel.
• In line with the hotel’s strategy, work with other hotel leaders to form departmental strategies. Advise on the development of departmental plans and budgets.
• Monitor the fulfilment of business plans, key goals and objectives. Give feedback and advise on points of improvements to relevant departments.
• Closely work with each department to monitor and manage day-to-day operations. Ensure the efficient and effective running of operations throughout the hotel.
• Closely support the General Manager and Head of Departments to realize business goals and objectives.
• Help solve problems that arise in each department, especially the major and inter-departmental problems.
• Keep high standards of operations through monitoring key hotel performance indicators including cost management, quality service delivery, financial performance, etc
• Oversee and monitor creation and implementation of SOP for each department. Periodically review them for effectiveness and compliance with regulations and laws.
• Interact with high level customers/guests for business development.
• Advocate and lead the culture that values and promotes high level of customer as well as employee satisfaction.
• Through regular management meetings, communicate with other leaders of the hotel and guide them.
• Ensure effective and efficient running of operations. Ensure continuous improvement through critical decision-making.
• Make key decisions as to matters concerning the hotel’s business based on information presented by each department as well as strategy, goals, and vision of the hotel.
• Monitor the process of budgeting and budget implementation.
• Monitor and check effective allocation and use of company resources (e.g. Cars, HR, IT, Material) based on aggregated information provided from each department.
• Encourage and cultivate the culture of cooperation between the departments.
• Always strive to improve skills and knowledge in management and business in general, through research, workshops, interaction with business experts, etc, and apply them in process, policy, and strategy making.
• Put continuous efforts into extensive networking with people and organizations who can potentially help and grow the business.
• Consider and seek strategic partnerships to expand and improve business performance.
• Attend seminars and events and ultimately market the business.

• Excellent leadership and management skills.
• Strategic planning and implementation.
• Board level presentation skills.
• Networking skills.
• Ability to be open and adopt new and different ideas.
• Strong analytical and problem-solving skills.
• Strong critical and strategic thinking skills.
• Excellent decision-making skills.
• Excellent organizational and planning skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Excellent written and spoken communication skills.
• Team working skills.
• Ability to influence and motivate others.
• Excellent negotiation Skills.
• Ability to multitask .
• A strong customer-focused background.
• Financial knowledge.
• Firm Integrity.
• Ability to adapt to the needs of the organization and employees.
• Ability to see the big picture