Director of Operations

I. Operations Management

• Overall Operations Leadership: Direct and supervise all operational departments in all hotels

• Guest Experience Excellence: Ensure consistent delivery of high-quality guest services that exceed expectations and maintain brand standards

• Quality Control: Implement and monitor quality assurance programs across all operational areas through audit program and improvement plan

• Standard Operating Procedures: Develop, implement, and regularly update SOPs for all operational processes

• Inventory Management: Oversee procurement, inventory control, and cost management across all departments

• Facility Management: Ensure proper maintenance and upkeep of hotel facilities, equipment, and infrastructure

II. Sales Strategy Implementation & Revenue Management

• Sales Collaboration: Work closely with Sales Head to translate sales strategies into operational deliverables

• Revenue Optimization: Implement operational practices that support revenue generation and cost control

• Group & Event Execution: Ensure seamless execution of group bookings, conferences, and special events

• Pricing Strategy Support: Provide operational insights to support dynamic pricing and revenue management decisions

• Sales Package Delivery: Coordinate operational teams to deliver on sales commitments and packages

• Market Intelligence: Gather and share operational feedback to inform sales strategies and market positioning

III. Team Leadership & Development

• Staff Management: Recruit, train, and develop department heads and operational staff

• Performance Management: Conduct regular performance reviews and implement improvement plans

• Training Programs: Design and oversee comprehensive training programs for all operational staff

• Team Motivation: Foster a positive work environment that promotes teamwork and employee engagement

• Succession Planning: Identify and develop future leaders within the operations team

IV. Financial Management & Controls

• Budget Management: Develop and manage operational budgets for all departments

• Cost Control: Monitor and control operational expenses while maintaining service quality

• Financial Reporting: Prepare regular operational reports and financial analyses

• Profitability Analysis: Analyze departmental profitability and implement improvement strategies

• Audit Compliance: Ensure compliance with internal audits and financial controls

V. Guest Relations & Service Excellence

• Guest Satisfaction: Monitor guest feedback and implement improvements to enhance satisfaction scores

• Complaint Resolution: Handle escalated guest complaints and ensure prompt resolution

• Service Standards: Establish and maintain service standards that align with brand requirements

• Guest Retention: Implement programs to encourage repeat business and guest loyalty

VI. Compliance & Risk Management

• Regulatory Compliance: Ensure compliance with local regulations, health codes, and safety standards

• Risk Assessment: Identify operational risks and implement mitigation strategies

• Safety & Security: Oversee hotel security protocols and emergency procedures

• Health & Safety: Maintain workplace safety standards and conduct regular safety training

• Attractive remuneration package
• Opportunities for development
• Extra annual leave
• Premium health care plan

• Qualifications: Bachelor’s degree / higher education qualification / equivalent in Hotel Administration, Business Administration
• Experience: 05 - 08 years in managerial roles, or 02-03 years in Hotel Manager or Operations Manager role in a hotel chain or cluster role
• Specific skills / abilities: Communication, strategic thinking, negotiation, presentation and organizational skills
• Personal qualities: Overall and detail oriented