Hotel Operations Manager

3 days ago


Singapore MCi Career Services Full time

Job Responsibilities:
Manage and oversee all aspects of hotel operations, including Front Office and Housekeeping.
Establish clear goals and organize tasks to prioritize and accomplish objectives effectively.
Keep the front-of-house team aligned with key operational goals to drive guest satisfaction and financial success.
Manage guest complaints, disputes, and grievances to maintain a positive and professional atmosphere.
Monitor staffing levels to balance guest service quality, operational needs, and financial objectives.
Maintain continuous communication with employees to align them with business objectives, recognize performance, and drive results.
Understand the impact of front-of-house operations on overall property financial goals and ensure targets are met or exceeded.
Keep updated on room availability and rates while promoting upselling opportunities.
Review no-shows and arrival reports for accuracy, ensuring proper billing and seamless check-in experiences.
Maintain thorough knowledge of hotel facilities, services, restaurant concepts, pricing, promotions, and guest preferences.
Supervise front-of-house areas, guiding and motivating employees while fostering collaboration and trust.
Set high service standards, empower employees, and address guest concerns to enhance satisfaction and retention.
Implement customer recognition programs, enforce policies, and ensure adherence to operational procedures.
Support staff development through training, mentoring, hiring assistance, and performance management.
Share relevant updates, analyze issues, and participate in meetings to drive continuous improvement.
Job Requirement(s):
Possess a Diploma or Bachelor in Hospitality Management, Business Administration, or a related field preferred.
Minimum 7 years of experience in front office operations or a similar hospitality leadership role.
Ability to handle guest complaints and staff disputes professionally.
Strong understanding of hotel front desk operations, reservations, and property management systems.
Familiarity with guest service protocols, industry regulations, and customer experience best practices.
Ability to lead, train, and motivate a diverse team to achieve operational excellence.
Strong interpersonal skills and a passion for delivering outstanding guest experiences.
Excellent verbal and written communication skills to interact with guests, employees, and management.
Available to be on standby during weekends or public holidays in case of emergencies.
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