Hotel Operations Manager (Lupaia)

Role Summary:

The Operations Manager handles day-to-day operations at the hotel, represents the hotel owners, manages staff and oversees the front office.

The ideal candidate is an experienced Operations Manager in a luxury hospitality environment who is fluent in English as well as Italian, is a self-starter with a hands-on attitude and has great attention to detail.

Core Responsibilities:

• Overseeing all departments and a team of 32 staff
• Constant quality control
• Problem management
• Overseeing purchasing and administration
• Setting and improving standards.

Operations:

• Oversee day-to-day operations
• Liaise constantly with the department managers
• Resolve arising issues and problems with a hands-on approach
• Keeping in mind our guest focus
• Be ready to take on duty shifts when required.

Guest relations:

• Actively and constantly seek contact with all our guests, ensure their well-being and promote our in-house activities.
• Solve any problem proactively, independently and swiftly.

Owner Relations:

• Report continuously and efficiently to the owners of the hotel who live on site
• Represent values and vision towards the team
• Represent owners towards suppliers, partners, guests and media.

The owners want to be involved in all aesthetic, strategic and guest experience decisions.

Owners and Operations Manager act as “managing team” of the property.

HR:

• Team planning and recruitment together with the owners
• Staff planning and management
• Ensure that all staff members follow the house rules.
• Be the first point of contact for all department heads.

Operational excellence and quality:

• Constantly monitor all guests areas and ensure correct set-up of all guest areas
• Oversee service delivery at all touchpoints
• Analyze and improve processes whenever feasible.

Front Office:

• Liaise closely with front office manager as mutual deputies
• Ensure speedy response times to client requests, check bookings and e-mails for quality control
• Help with front office workload if needed, including check-in/out guests and be present and approachable.

Purchasing:

• Ensure all required materials (non-food) are in stock
• Handle purchases from different channels and suppliers, cost controlling and inventory management (non-food)

Budgeting and KPI analysis:

Manage budget, constantly monitor KPIs

• This is a full-time position with a workload of 6 days per week during the season (March-November) and 3-4 days per week during the closing period to oversee the reservations office and maintenance/renovations.
• We can offer housing allowance and permanent contract
• Travel may be required for trade shows, sales trips, media events.

This is not an office job – half of the time should be spent talking to guests, checking all parts of the property, and be visible and approachable to the team. Full immersion into daily operations is essential.