Operation Manager

The Operation Manager reports to the General Manager and is responsible for overseeing the daily operations of the hotel, ensuring smooth functioning across all departments. This role involves managing staff, coordinating events, maintaining hotel facilities, and ensuring positive guest experiences.

Key Responsibilities

Overall Management

• Fully responsible for all aspects of all departments
• Support and work with all Heads of Departments in running the hotel
• Responsible for the overall management of hotel operations

Operational Excellence

• Ensure premises are in operative condition as per the category of the unit
• Conduct regular operations team meetings (daily/weekly) with all HODs
• Discuss operational matters, sales targets, guest feedback, and staff issues
• Send meeting minutes to GM/RGM
• Ensure SOP implementation in all departments
• Monitor coordination between departments for smooth operations

Financial Management

• Monitor purchase/requisitions of each department
• Oversee accounts receivable and payable
• Monitor and maintain operation & overhead costs to maximize revenue

Quality Control

• Randomly inspect stores (F&B/Kitchen) for stock quality, levels, and expiry
• Deal with suppliers/vendors for quality products
• Provide quarterly vendor performance assessments to HO Purchase
• Inspect all departments for cleanliness, ambience, and service readiness

Customer Satisfaction

• Assess and review customer satisfaction
• Oversee service recovery processes

Staff Management

• Meet department heads to review & train staff
• Identify staff learning needs and assist with development
• Provide timely and constructive feedback to direct reports

Business Development

• Conduct weekly/daily meetings with marketing team for inquiry follow-ups and conversions

General Responsibilities

• Be available on call 24/7 for urgent problems or emergencies
• Undertake any other duties as assigned