Operations Manager At Domeo Resources International (dri)

Reports to: General Manager

Direct Reports: Front Office Manager, Executive Housekeeper, Food & Beverage Manager, Chief Engineer, Chief Security Officer, Laundry Supervisor, Recreation/Spa Supervisor (where applicable)

Main Function

• The Operations Manager is responsible for overseeing the day-to-day operations of the hotel to ensure operational efficiency, exceptional guest satisfaction, service excellence, and compliance with the hotel's policies and operational standards.
• The Operations Manager provides leadership across all operational departments, ensuring seamless coordination, effective resource utilization, and consistent delivery of quality guest experiences while supporting the General Manager in achieving the hotel's strategic and financial objectives.
• The Operations Manager oversees the operational performance of Front Office, Housekeeping, Food & Beverage, Engineering, Security, Laundry, Recreation, Guest Services, and other operational departments.
• The role is responsible for maintaining operational standards, optimizing productivity, improving service quality, monitoring departmental performance, ensuring regulatory compliance, managing operational risks, and driving continuous improvement initiatives across the hotel.
• The Operations Manager serves as the primary operational leader, ensuring that all departments work collaboratively to deliver safe, efficient, guest-focused, and profitable hotel operations.

Role Responsibilities

Operational Management & Service Delivery:

• Oversee the daily operations of all hotel departments to ensure efficient service delivery.
• Coordinate departmental activities to ensure smooth day-to-day hotel operations.
• Monitor operational performance and service quality across all guest-facing and back-of-house departments.
• Ensure all departments comply with approved Standard Operating Procedures (SOPs).
• Conduct routine operational inspections of guest rooms, restaurants, kitchens, bars, banquet facilities, public areas, engineering facilities, stores, laundry, and back-of-house operations.
• Resolve operational issues promptly to minimize service disruptions.
• Ensure operational readiness for conferences, events, VIP arrivals, and special functions.
• Promote a culture of service excellence throughout the hotel.

Guest Experience Management:

• Ensure exceptional guest satisfaction across all service touchpoints.
• Monitor guest feedback, complaints, online reviews, and satisfaction surveys.
• Resolve escalated guest concerns professionally and promptly.
• Ensure guest requests are attended to efficiently.
• Promote personalized guest service and hospitality standards.
• Monitor service recovery initiatives and implement improvements where necessary.
• Support initiatives that enhance guest loyalty and repeat business.

Departmental Coordination & Leadership:

• Provide leadership and direction to departmental managers and supervisors.
• Coordinate daily operational meetings with Heads of Departments.
• Promote teamwork, communication, and collaboration across departments.
• Monitor departmental productivity and operational efficiency.
• Ensure effective shift planning and manpower utilization.
• Support succession planning and staff development initiatives.
• Foster a culture of accountability, professionalism, and continuous improvement.

Financial & Cost Management:

• Assist in preparing departmental operational budgets.
• Monitor operational expenditure against approved budgets.
• Review departmental costs and identify opportunities for cost optimization.
• Monitor labour costs, utility consumption, food cost, beverage cost, and operational expenses.
• Ensure efficient utilization of hotel resources without compromising service quality.
• Support revenue-generating initiatives across operational departments.
• Participate in budget planning and financial performance reviews.

Quality Assurance & Continuous Improvement:

• Maintain quality assurance systems across operational departments.
• Conduct routine quality inspections and operational audits.
• Monitor compliance with hotel service standards.
• Identify service gaps and implement corrective actions.
• Promote continuous improvement initiatives to enhance operational efficiency.
• Ensure departmental corrective action plans are implemented promptly.
• Benchmark operational performance against industry best practices where appropriate.

Health, Safety & Regulatory Compliance:

• Ensure compliance with health, safety, fire, environmental, and security regulations.
• Monitor workplace safety and occupational health practices.
• Ensure all departments comply with statutory and regulatory requirements.
• Support emergency preparedness and crisis management procedures.
• Ensure operational compliance with food safety and hygiene standards.
• Promote a safe working environment for employees and guests.

Engineering & Facilities Oversight:

• Coordinate with the Engineering Department to ensure hotel facilities remain fully operational.
• Monitor preventive and corrective maintenance programmes.
• Report facility defects requiring immediate attention.
• Ensure guest rooms, public areas, and hotel facilities remain in excellent condition.
• Monitor utility management and operational sustainability initiatives.

Inventory & Asset Management:

• Monitor inventory control systems across operational departments.
• Ensure proper utilization and safeguarding of hotel assets.
• Coordinate periodic stock verification exercises.
• Minimize wastage, losses, and pilferage.
• Ensure operational equipment is properly maintained and utilized.

Human Capital Management:

• Supervise and support operational managers and supervisors.
• Monitor employee performance and productivity.
• Support recruitment, onboarding, and training activities.
• Identify operational training needs.
• Promote employee engagement and teamwork.
• Ensure compliance with HR policies and disciplinary procedures.

Risk Management & Internal Controls:

• Identify operational risks affecting hotel performance.
• Ensure effective implementation of internal control procedures.
• Monitor operational compliance with company policies.
• Participate in internal and external audit exercises.
• Implement corrective actions arising from audit findings.
• Protect hotel assets and operational integrity.

Reporting & Performance Management:

• Prepare daily, weekly, and monthly operational performance reports.
• Monitor departmental Key Performance Indicators (KPIs).
• Analyze operational trends and recommend improvement strategies.
• Report significant operational issues to the General Manager.
• Monitor implementation of management decisions and operational action plans.
• Ensure timely submission of departmental reports.

Qualifications and Requirements

Education and Certifications:

• Bachelor's Degree in Hotel Management, Hospitality Management, Business Administration, or a related field.
• Professional hospitality certification is an added advantage.

Experience:

• Minimum of 7 years' progressive experience in hotel operations, with at least 3 years in a supervisory or management role.
• Experience coordinating multiple hotel operational departments.
• Strong understanding of hotel operations, guest service standards, and operational management.
• Experience using Property Management Systems (PMS) and other hotel operational systems is an advantage.

Skills:

Technical Skills:

• Hotel operations management
• Guest service management
• Operational planning and coordination
• Budget monitoring and cost control
• Quality assurance
• Risk management
• Health and safety compliance
• Inventory and asset management
• Performance monitoring
• Hotel PMS and operational systems

Soft Skills:

• Leadership and team management
• Excellent communication and interpersonal skills
• Problem-solving and decision-making
• Strong organizational skills
• Customer service orientation
• Conflict resolution
• Time management
• Attention to detail
• Analytical thinking
• Ability to work under pressure.