Area General Manager

Manager Operations

About the Role

The Manager Operations is responsible for translating the organisations objectives into a consistent guest experience and high standards of service across assigned regions or geographies.

The incumbent will be responsible for managing guest expectations, ensuring an excellent guest experience, maintaining smooth and seamless operations across multiple properties, and building strong relationships with hotel partners.

Key Responsibilities

• Ensure strict compliance with brand standards and operational guidelines.
• Supervise a cluster of hotel properties across the assigned region.
• Ensure the highest standards of quality, cleanliness, maintenance, and safety across all hotel departments.
• Ensure compliance with Standard Operating Procedures (SOPs) across multiple partner properties.
• Conduct daily quality audits and quality assurance exercises at assigned properties.
• Perform Root Cause Analysis (RCA) to identify and eliminate quality-related issues.
• Identify key operational issues and develop and implement effective solutions to improve property quality.
• Take corrective and preventive actions to ensure recurring issues are eliminated.
• Conduct regular follow-ups with hotel staff to ensure consistent adherence to quality standards.
• Manage guest service recovery activities and resolve guest issues in a timely and efficient manner to ensure complete guest satisfaction.
• Coordinate and follow up with hotel partners for timely resolution of operational issues.
• Act as a liaison between the organisation and hotel partners for operational support and communication.
• Mentor, motivate, and develop staff at assigned hotels to achieve service excellence.
• Deliver skill-based operational training and ensure adherence to service standards and SOPs.
• Improve hotel reputation and guest satisfaction to encourage repeat business.
• Promote teamwork and a strong service-oriented culture across assigned properties.

What Are We Looking For?

• 46 years of similar experience in reputed 5-star hospitality brands.
• Strong communication and interpersonal skills.
• Strong leadership skills with the ability to coordinate, motivate, and enable teams to perform effectively.
• Good client and hotel partner relationship management skills.