Job Description:
Title: Operations Manager
Location: KIM TIAN HOTEL (HAN) PTE. LTD.
Reports To: General Manager or Director of Operations
Job Summary:The Operations Manager is responsible for overseeing the daily operations of the hotel to ensure a seamless guest experience, efficient workflow, and the achievement of financial goals. This role involves managing staff, optimizing processes, and ensuring that all departments adhere to hotel standards and policies.
Key Responsibilities:
- Operational Oversight:Supervise daily operations across all departments including front desk, housekeeping, food and beverage, and maintenance.
Ensure high standards of service and guest satisfaction are consistently met.
Monitor and address operational issues as they arise, implementing solutions promptly.
- Staff Management:Recruit, train, and manage hotel staff, including setting performance expectations and conducting performance reviews.
Foster a positive work environment, ensuring team cohesion and motivation.
- Guest Relations:Handle guest inquiries, complaints, and feedback with professionalism and efficiency.
Implement strategies to enhance the overall guest experience and address any issues affecting guest satisfaction.
- Financial Management:Assist in budgeting and financial planning, including revenue management and cost control.
Monitor departmental expenses and implement cost-saving measures without compromising service quality.
- Compliance and Safety:Ensure compliance with all health, safety, and regulatory standards.
Oversee maintenance and cleanliness of the hotel facilities, ensuring a safe environment for guests and staff.
- Marketing and Sales:Collaborate with the sales and marketing team to drive bookings and maximize revenue.
Implement promotional activities and special events to enhance the hotel's market presence.
- Reporting and Analysis:Prepare and present reports on operational performance, guest satisfaction, and financial metrics.
Analyze performance data to identify areas for improvement and implement corrective actions.
- Innovation and Improvement:Stay updated with industry trends and best practices to continually improve hotel operations.
Propose and implement innovative solutions to enhance operational efficiency and guest experience.
Requirements:
- Education:Bachelor’s degree in Hospitality Management, Business Administration, or a related field. (A Master’s degree or relevant certifications are a plus.)
- Experience:Proven experience in hotel management or a similar role with a track record of successful operations management.
Prior experience in a supervisory or managerial position is required.
- Skills:Strong leadership and team management skills.
Excellent communication and interpersonal abilities.
Proficiency in hotel management software and Microsoft Office Suite.
Strong problem-solving skills and the ability to make decisions under pressure.
- Personal Attributes:High level of professionalism and integrity.
Customer-focused with a commitment to delivering exceptional guest service.
Ability to work flexible hours, including weekends and holidays as needed.
- Certifications (optional but preferred):Certifications in hospitality management or relevant areas (e.g., Certified Hotel Administrator).
- Physical Requirements:Ability to stand for extended periods, lift moderate weights, and perform physical tasks as needed.
