Bespoke Hotels - Operations Manager

The Hotel Operations Manager is responsible for overseeing the day-to-day operations of the hotel to ensure smooth functioning, excellent guest satisfaction, high service standards, effective cost control, and profitability. The role involves managing hotel departments, supervising staff, maintaining operational standards, and ensuring that all activities comply with company policies, health and safety requirements, and applicable regulations.

• Oversee the daily operations of all hotel departments, including Front Office, Housekeeping, Food and Beverage, Maintenance, Security, and other operational areas.

• Ensure the hotel operates efficiently and maintains high standards of cleanliness, service, and presentation.

• Conduct daily inspections of guest rooms, public areas, facilities, and back-of-house operations.

• Coordinate departmental activities to ensure smooth communication and service delivery.

• Resolve operational issues promptly and elevate major concerns to the General Manager.

• Ensure guests receive professional, friendly, and efficient service throughout their stay.

• Handle guest complaints, special requests, and service recovery situations effectively.

• Monitor guest feedback, online reviews, and satisfaction reports.

• Implement improvements to enhance the guest experience and encourage repeat business.

• Maintain consistent service standards across all departments.

• Supervise department heads, supervisors, and operational employees.

• Ensure adequate staffing levels, effective shift planning, and proper staff deployment.

• Conduct team briefings, performance reviews, and operational meetings.

• Identify training needs and support staff development.

• Promote teamwork, discipline, accountability, and a positive working environment.

• Ensure staff comply with hotel policies, procedures, grooming standards, and codes of conduct.

• Monitor operational expenses, departmental budgets, and cost-control measures.

• Work with the Finance Department to review revenue, expenditure, payroll, and financial reports.

• Control wastage, manage inventory, and ensure responsible use of hotel resources.

• Ensure guest rooms and public areas meet established cleanliness and presentation standards.

• Coordinate preventive maintenance and timely repairs.

• Monitor the condition of hotel equipment, furniture, fixtures, and facilities.

• Ensure housekeeping supplies, linen, amenities, and operational materials are properly managed.

• Follow up on maintenance requests and ensure issues are resolved within agreed time frames.

• Ensure compliance with hotel policies, standard operating procedures (SOPs), and applicable legal requirements.

• Maintain appropriate fire safety, emergency response, food safety, hygiene, and workplace safety procedures.

• Ensure incidents, accidents, guest complaints, and operational irregularities are documented and reported.

• Support inspections, audits, licensing requirements, and risk management activities.

• Protect guest information, hotel assets, and confidential business information.

• Prepare daily, weekly, and monthly operational reports for management.

• Monitor departmental performance against agreed targets.

• Maintain accurate operational records, staff schedules, inventory reports, and incident logs.

• Attend management meetings and provide updates on operational performance.

• Recommend and implement improvements to hotel procedures and service delivery.

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At Bespoke Hotels, our people are our biggest asset. We focus on engagement and individual development, working with…