Operations Manager

To oversee and coordinate operations across all properties, ensuring exceptional guest experiences, high efficiency, and consistent service delivery.

The Operations Manager leads departmental teams, standardises procedures, elevates service quality, implements new technologies, and drives revenue-improving initiatives aligned with the values of a family-owned boutique hospitality group

Reports to: Managing Director (MD)

Key Responsibilities :

1. Leadership & Department Oversight

• Oversee and support all Managers and Heads of Departments across the group.
• Ensure departmental alignment with group standards, goals, and quality expectations.
• Foster a collaborative, high-performance team culture.

2. Guest Experience & Service Quality& Implementation

• Monitor and improve guest satisfaction scores and online review performance.
• Resolve guest concerns quickly, professionally, and empathetically.
• Identify opportunities to enhance the guest journey and create a welcoming boutique atmosphere.

3. Operational Management

• Standardise all operations and service delivery across the group’s properties.
• Create, implement, and monitor Standard Operating Procedures (SOPs) for all departments.
• Evaluate operational efficiency and introduce improvements to streamline workflows.
• Conduct routine property inspections to uphold high standards of safety, cleanliness, and presentation.
• Oversee daily operations in Front Office, Housekeeping, F&B, Maintenance, and Guest Services.

4. Service Level Enhancement

• Develop strategies to elevate service to a refined, boutique-luxury level.
• Ensure consistency in service touchpoints and brand standards across all guest interactions.
• Introduce training programs focused on personalised, family-oriented hospitality.

5. Team Leadership & Development

• Mentor, develop, and guide department managers and supervisors.
• Conduct performance reviews and provide regular coaching and support.
• Assist with hiring, onboarding, training, and workforce planning.

6. Technology & Software Implementation

• Lead the implementation of new software systems and technology solutions.
• Assess technological needs and identify suitable tools (PMS, POS, CRM, communication platforms, etc.).
• Oversee rollouts, staff training, and integration of new tech into daily operations.
• Ensure alignment and consistency of the tech stack across all properties.

7. Upselling & Revenue Enhancement

• Develop and propose creative upselling ideas to increase revenue across departments.
• Collaborate with Front Office, F&B, and Guest Services teams to integrate upselling initiatives.
• Introducing staff training to reinforce effective upselling techniques.
• Monitor performance and refine strategies based on guest feedback and sales results.

8. Financial & Administrative Duties

• Assist with budgeting, forecasting, and financial monitoring.
• Track labour costs, inventory usage, and operational expenses.
• Review operational reports to support data-driven decision-making.

9. Health, Safety & Compliance

• Ensure compliance with all health, safety, legal, and hygiene standards.
• Conduct risk assessments and introduce corrective actions where needed.
• Provide regular training on emergency procedures and safety protocols.

10. Brand & Standards Management

• Uphold and strengthen the group’s brand identity.
• Maintain consistent aesthetics, service style, and property presentation.
• Ensure all actions reflect the warmth and authenticity of a family-run business.