Hotel Operations Manager Job Description

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Job Description, Duties, Interview Questions and Salary For Hotel Operations Manager

A Hotel Operations Manager is responsible for overseeing the daily operations of a hotel and ensuring that everything runs smoothly. They are responsible for managing staff, coordinating events, maintaining the hotel’s facilities, and ensuring that guests have a positive experience.

One of the key responsibilities of a Hotel Operations Manager is managing the hotel’s staff. This includes hiring and training new employees, creating work schedules, and ensuring that all staff members are following hotel policies and procedures. They also work closely with other departments, such as housekeeping and maintenance, to ensure that the hotel is clean, well-maintained, and functioning properly.

Another important aspect of the job is coordinating events and functions at the hotel. This can include weddings, business meetings, and other special events. The Hotel Operations Manager is responsible for ensuring that everything runs smoothly, from setting up the event space to ensuring that all guests are satisfied with the service they receive.

In addition to managing staff and coordinating events, the Hotel Operations Manager is also responsible for managing the hotel’s finances. This includes creating and managing budgets, tracking expenses, and ensuring that the hotel is profitable.

Overall, the Hotel Operations Manager plays a critical role in ensuring that a hotel runs smoothly and provides guests with a positive experience. It is a challenging and rewarding position that requires strong leadership skills, attention to detail, and a commitment to excellent customer service.

Operation Manager should have an excellent level of commercial awareness and can build and maintain relationships with internal and external guests. Also responsible for highlighting short/medium/long-term issues to the General Manager / Cluster General Manager and helping formulate solutions.

The Operations Manager is also required to assist in the preparation of the annual budgeting and monthly forecasting processes.

OPERATIONS MANAGER DUTIES AND RESPONSIBILITIES:

  • Fully responsible for all aspects of all departments.
  •  Support and work with all Head of Departments in all aspects of running this hotel.
  •  Ensure the premises are in operative condition as per the category of the unit to receive & serve the guests.
  •  Conduct regular operations team meetings with all the HOD daily / weekly to discuss routine operational matters, sales targets, GSTS feedback / RSTS feedback action taken for service recovery, and any staff issues. Minutes of the meeting are to be sent to GM/RGM.
  •  Ensure SOP implementation in all departments and check the same during routine operational checks. Consultant /GRM guidance is to be taken wherever required.
  •  Monitor the purchase/indent / requestions of each department, the accounts receivable (collection from debtors) and the accounts payable (payable to the vendors/suppliers, etc).
  •  Randomly inspecting the stores (F & B / Kitchen) to check the stock in hand (quality, par stock levels, expiry, etc) with the F & B Manager and chef.
  •  Dealing with Suppliers / Vendors for quality products involving the Purchase Manager and providing performance assessment of vendors every quarter to HO Purchase.
  •  Inspecting all departments for SOP implementation.
  •  Inspecting all departments with their respective Managers for cleanliness, ambience, service readiness, staff grooming & hospitality culture.
  •  Monitor the co-ordination between all departments for smooth & efficient operations.
  •  Assessing and reviewing customer satisfaction and service recovery process.
  •  Meet all dept. heads to review & train the staff to upkeep the human capital.
  •  Identifying staff learning needs and assisting with development
  •  Providing timely and constructive feedback to all direct reports as and when required either formally or informally.
  •  Conduct weekly / Daily meetings with marketing people for inquiry & follow & conversion to grow the business.
  •  Monitor and maintain operation & overhead costs to maintain maximum revenue for the organization.
  •  Be available on call 24 hours a day to resolve any urgent problems or emergencies.
  •  Responsible for the overall management of the operation of the hotel.
  •  Any other duties assigned.

POSITION TITLE: Operations Manager

REPORTS TO: General Manager / Area General Manager / Regional General Manager

PREREQUISITES:

Excellent revenue management skills with experience in budgets, P&Ls, and forecasting. Working with colleagues to share skills, knowledge, resources, and networks. Highly focused, have excellent communication skills, and be motivated and professional in appearance and presentation.

EDUCATION:

A degree or Diploma in Hospitality Management is an asset for Graduates with a bachelor’s degree and/or diploma in hotel or another related field. Computer Knowledge, MS Office. Experience in Property Management Software and Revenue Management Systems is desired.

EXPERIENCE:

Minimum 3 to 4 years work experience in a 3 to 5 Star Hotel as a Deputy Manager, Asst. Operations Manager or Hotel Manager.

Interview Questions For Hotel Operations Manager Position:

When conducting interviews for a Hotel Operations Manager position, it’s essential to assess the candidate’s leadership skills, organizational abilities, industry knowledge, and experience in hotel management. Here are some interview questions you might consider:

  1. Can you provide an overview of your experience in hotel operations management?
    • This question allows the candidate to give a summary of their relevant experience and background.
  2. How do you ensure the smooth day-to-day operations of a hotel, including guest services, housekeeping, and maintenance?
    • Assess the candidate’s understanding of comprehensive hotel operations and their ability to oversee multiple departments.
  3. What strategies do you implement to maintain high levels of guest satisfaction?
    • This question evaluates the candidate’s approach to guest services and their commitment to providing a positive guest experience.
  4. How do you handle and resolve conflicts among staff members or between staff and guests?
    • Assess the candidate’s interpersonal and conflict resolution skills, which are crucial for managing a diverse team and addressing guest concerns.
  5. Can you share an example of a successful cost-saving initiative you implemented in a previous role?
    • This question allows the candidate to demonstrate their financial management skills and ability to optimize operational costs.
  6. How do you stay informed about industry trends and changes in the hotel and hospitality sector?
    • Assess the candidate’s commitment to ongoing learning and staying updated on industry best practices.
  7. Describe your approach to training and developing hotel staff to ensure high performance and job satisfaction.
    • Evaluate the candidate’s leadership and training skills, as developing a skilled and motivated team is essential for successful hotel operations.
  8. What technology and software are you familiar with for hotel management and reservations?
    • Assess the candidate’s technical skills and familiarity with tools commonly used in hotel operations.
  9. How do you ensure compliance with health and safety regulations in a hotel setting?
    • This question evaluates the candidate’s understanding of safety protocols and their commitment to maintaining a safe environment for guests and staff.
  10. Can you provide an example of a challenging situation you faced in a previous hotel operations role and how you resolved it?
    • This behavioural question allows the candidate to showcase their problem-solving skills and their ability to navigate challenges in a hotel management context.

Salary for a Hotel Operations Manager Position:

The salary for a Hotel Operations Manager can vary based on factors such as the size and type of the hotel, location, and the candidate’s experience. As of January 2024, the average annual salary for a Hotel Operations Manager in the United States ranged from $60,000 to $100,000 or more, depending on the factors mentioned.

However, it’s important to note that salary figures can change over time, and it’s advisable to refer to the latest industry reports, salary surveys, and local job market data for the most up-to-date information on salaries for Hotel Operations Managers.


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