Operations Manager

Operations Manager is responsible for managing and coordinating the daily hotel operations across departments such as front office, housekeeping, food & beverage, maintenance, security, finance, sales & marketing and human resources. The role focuses on ensuring guest satisfaction, financial success, staff management, and adherence to hotel standards. The Operations Manager works closely with department heads to implement procedures that enhance efficiency and guest experience.

JOB RESPONSIBILITIES

General

• Oversee day-to-day operations of departments, including front office, housekeeping, food & beverage, and maintenance.
• Ensure smooth coordination between departments to maintain seamless operations.
• Monitor occupancy levels and adjust staffing accordingly.
• As and when needed, should be available to travel to Travelodge Ipoh and/or other hotel properties to support operations or manage special projects as approved by Cluster Hotel Manager.
• Perform any other ad-hoc matters as directed by Management.

Guest Experience

• Ensure a high level of guest satisfaction by addressing guest complaints and feedback promptly.
• Monitor guest reviews and ratings and work with staff to improve service standards.
• Ensure that the hotel environment meets guest expectations, including cleanliness, comfort, and hospitality.

Staff Management

• Supervise and manage department heads, ensuring effective leadership and staff motivation.
• Oversee staff hiring, training, and performance management in collaboration with the HR department.
• Conduct regular meetings with department heads to communicate goals, performance standards, and new initiatives.
• Foster a positive work environment and encourage teamwork across departments.
• Assist in managing the hotel's budget and financial performance, ensuring cost efficiency without compromising service quality.
• Monitor key performance indicators (KPIs), such as occupancy rates, average daily rate (ADR), and revenue per available room (RevPAR).
• Implement strategies to maximize room revenue, upsell services, and control operating expenses.

Compliance and Standards

• Ensure the hotel operates in compliance with all local, state, and federal regulations, including health and safety laws.
• Enforce adherence to brand standards, policies, and procedures to maintain quality and consistency.
• Oversee safety and security protocols, ensuring the well-being of guests and staff.

Maintenance and Facilities

• Ensure the maintenance and appearance of the hotel are up to standard, including rooms, public areas, and back-of-house areas.
• Coordinate with the maintenance team to address any technical issues or repairs.
• Implement preventive maintenance programs to reduce long-term costs.

Inventory and Supplies

• Monitor and manage inventory levels of hotel supplies, including linens, toiletries, and food & beverage stock.
• Work with suppliers to ensure timely delivery of quality products while maintaining cost control.

Customer Relationship Management

• Build relationships with VIP guests and frequent visitors to ensure personalized service.
• Foster a welcoming atmosphere, ensuring that guests feel valued and appreciated.

Problem Solving

• Address and resolve any operational issues or guest complaints in a timely manner.
• Implement solutions that prevent recurring problems and improve service.

Qualifications:

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Minimum of 3-4 years of experience in hotel management, with a proven track record of success.
• Strong leadership and interpersonal skills, with the ability to motivate and inspire a diverse team.
• Excellent communication and problem-solving abilities.
• Proficiency in hotel management software.