Description:
The Hotel Operations Manager is responsible for overseeing all aspects of daily operations, ensuring that each department delivers outstanding service and maintains the highest standards of excellence. This role involves managing and coordinating efforts across departments, such as Front Office, Housekeeping, Food & Beverage, and Maintenance, while ensuring smooth and efficient operations. The Hotel Operations Manager will collaborate with senior management to implement operational strategies, address guest concerns, and maintain a guest-centric culture within the hotel.
Responsibilities
- Oversee and manage the daily operations of key departments, including Front Office, Housekeeping, Food & Beverage, and Engineering, ensuring smooth and efficient performance.
- Work closely with department heads to ensure service standards are met and exceeded, fostering a culture of guest satisfaction and excellence.
- Monitor and manage budgets, operational costs, and resources to ensure cost-effective operations while maintaining quality standards.
- Conduct regular inspections of guest rooms, public areas, and back-of-house operations to ensure compliance with cleanliness, safety, and service standards.
- Address and resolve guest concerns or complaints promptly and professionally, ensuring guest satisfaction and loyalty.
- Collaborate with the Revenue Manager to implement strategies to optimize room occupancy, average daily rates, and overall hotel profitability.
- Supervise and mentor department heads, providing guidance, training, and performance evaluations to ensure the professional growth of the team.
- Develop and enforce operational policies and procedures, ensuring all staff adhere to hotel standards and UAE labor regulations.
- Coordinate with the Sales and Marketing teams to support promotional activities, events, and business development initiatives.
- Oversee health and safety protocols, ensuring compliance with local regulations and company policies.
- Monitor guest feedback and operational reports, identifying areas for improvement and implementing corrective measures.
Requirements
- A degree in Hospitality Management, Business Administration, or a related field is preferred.
- A minimum of 5 years of experience in hotel operations, with at least 2 years of experience in Dubai’s hospitality industry.
- Exceptional leadership skills with the ability to manage and inspire a diverse team of department heads and staff.
- Strong understanding of hotel operations, including Front Office, Housekeeping, Food & Beverage, and Maintenance.
- Excellent communication and interpersonal skills to interact effectively with guests, staff, and senior management.
- Proficiency in hotel management software (e.g., Opera, PMS) and operational reporting systems.
- Strong financial acumen with experience in budgeting, forecasting, and cost control.
- Ability to handle high-pressure situations, make decisions quickly, and resolve conflicts professionally.
- A customer-focused mindset with a passion for delivering exceptional guest experiences.
- Comprehensive knowledge of UAE labor laws, health and safety regulations, and hospitality standards is a must.