Polo Towers Group

2 weeks ago

Kolkata, India Polo Towers Group Full time

The Hotel Operations Head or Group Operations Head is a senior leadership role responsible for overseeing the day-to-day operations of a hotel or a group of hotels. This position ensures that the properties within the portfolio are running smoothly, efficiently, and profitably while maintaining high standards of guest satisfaction.


Key Responsibilities:


1. Operational Management:


- Supervise all aspects of hotel operations, including front office, housekeeping, food and beverage, maintenance, and guest services.


- Ensure consistent service standards are met across all departments.


- Monitor performance metrics to assess operational efficiency.


2. Team Leadership:


- Lead and manage a team of department heads, providing guidance, support, and training.


- Foster a collaborative and positive work environment across the hotel group.


- Conduct regular staff meetings to ensure smooth communication between departments.


3. Financial Management:


- Oversee the hotels budget, controlling costs and maximizing profitability.


- Analyze financial reports, forecast revenues, and implement strategies for cost control.


- Ensure proper pricing strategies and revenue management practices are in place.


4. Guest Experience and Satisfaction:


- Ensure guest satisfaction by maintaining high standards of service, cleanliness, and facilities.


- Handle guest complaints and feedback, ensuring prompt resolutions.


- Implement programs and initiatives to improve guest loyalty and repeat business.


5. Strategy and Growth:


- Develop and implement operational strategies for improving hotel performance.


- Work closely with senior management to align hotel operations with the overall corporate strategy.


- Drive the hotels growth by identifying opportunities for expansion or renovation.


6. Compliance and Quality Control:


- Ensure the hotel complies with all relevant health, safety, and environmental regulations.


- Maintain high standards for quality control in guest services, food safety, and housekeeping.


7. Technology and Innovation:


- Introduce and implement new technologies that improve operational efficiency, guest experience, and revenue management.


- Stay updated on industry trends and competitors, incorporating best practices.


Required Skills and Qualifications:


- Leadership and Communication: Strong leadership, interpersonal, and communication skills are essential to manage teams effectively.


- Financial Acumen: Experience in budgeting, financial analysis, and cost control is crucial.


- Customer Service: Deep understanding of hospitality and customer service standards.


- Problem-solving: Ability to think critically and resolve operational challenges quickly.


Industry Experience: Typically, 5-10 years of experience in hotel management with a background in various departments (e.g., front office, F&B, housekeeping) with the same designation handling of multiple units/Hotels.


This role requires someone who can think strategically, make data-d

(ref:iimjobs.com)

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