Hotel Operations Manager

2 days ago

Bengaluru, Karnataka, India Episteme Consulting Private Limited Full time

Job Description:

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We are seeking a highly skilled Hotel Operations Manager to oversee the daily operations of our front office team.

The successful candidate will be responsible for ensuring seamless guest experiences, managing staff workload, and maintaining accurate room status information.

Main Responsibilities:

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  • Train, cross-train, and retrain front office personnel to ensure high standards of service delivery.

  • Participate in the selection process of front office staff to ensure the right fit for the team.

  • Schedule front office staff to meet the demands of the business while ensuring adequate coverage during peak periods.

  • Supervise workload during shifts to maintain efficiency and productivity.

  • Evaluate job performance of each front office employee to identify areas for improvement.

  • Maintain working relationships and communicate effectively with all departments to ensure a cohesive team effort.

  • Maintain master key control to prevent unauthorized access.

  • Verify that accurate room status information is maintained and properly communicated to relevant teams.

  • Resolve guest problems quickly, efficiently, and courteously to ensure a positive experience.

  • Update group information, maintain, monitor, and prepare group requirements, and relay information to appropriate personnel.

  • Review and complete credit limit reports to ensure financial accuracy.

  • Work within allocated budgets to maximize revenue and minimize expenses.

  • Receive information from previous shift managers and pass on pertinent details to oncoming managers to ensure a smooth handover.

  • Check cashiers in and out, verify banks and deposits at the end of each shift, and enforce cash-handling, check-cashing, and credit policies.

  • Conduct regularly scheduled meetings with front office personnel to discuss performance, address concerns, and set goals.

  • Ensure all front office employees wear proper uniforms at all times, upholding the hotel's commitment to hospitality.

  • Prepare performance reports related to front office operations to inform management decisions.

  • Maximize room revenue and occupancy by reviewing status daily, analyzing rate variance, monitoring credit reports, and maintaining close observation of daily house count.

  • Monitor high-balance guests and take appropriate action to resolve issues.

  • Ensure implementation of all hotel policies and house rules to maintain a positive and respectful work environment.

  • Operate all aspects of the Front Office computer system, including software maintenance, report generation, analysis, and simple configuration changes.

  • Prepare revenue and occupancy forecasting to inform business decisions.

  • Ensure timely logging and delivery of all messages, packages, and mail to guests.

  • Ensure that employees provide exceptional customer service, being attentive, friendly, helpful, and courteous to all guests, managers, and other employees.

  • Monitor V.I.P guests and special requests to ensure personalized service.

  • Maintain required pars of all front office and stationary supplies to ensure operational efficiency.

  • Review daily front office work and activity reports generated by Night Audit to inform decision-making.

  • Review the Front Office log book and Guest feedback forms on a daily basis to identify areas for improvement.

  • Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs.

  • Perform other duties as requested by management to support the team's success.

Requirements:

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  • High school diploma or equivalent required; degree in hospitality, business administration, or related field preferred.

  • Minimum 2 years of experience in hotel operations, preferably in a supervisory role.

  • Excellent communication, interpersonal, and leadership skills.

  • Able to work effectively in a fast-paced environment with multiple priorities.

  • Proficient in Front Office computer systems, including software maintenance, report generation, analysis, and simple configuration changes.

  • Ability to analyze data, make informed decisions, and drive results-oriented actions.

  • Strong problem-solving and conflict resolution skills.

  • Physical stamina to work varied shifts, including evenings, weekends, and holidays.

Benefits:

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  • Competitive salary range: ₹800,000 - ₹1,200,000 per annum, depending on experience.

  • Bonus structure tied to individual and team performance.

  • Comprehensive health insurance package.

  • Retirement savings plan with employer matching contributions.

  • Opportunities for professional growth and development.

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