Operations Manager

Job description / Role

Job Summary:
The Hotel Operations Manager is responsible for overseeing the day-to-day operations of a 4-star branded property, ensuring excellence in guest service, operational efficiency, and compliance with Wyndham brand standards. This role works closely with department heads to maintain high levels of guest satisfaction, maximize profitability, and uphold the hotel’s reputation as a preferred choice for business and leisure travelers.

Key Responsibilities:

1. Operations & Guest Experience
• Oversee daily operations across Front Office, Housekeeping, Food & Beverage, and Engineering.
• Ensure brand service standards (Wyndham SOPs) are implemented consistently across all guest touchpoints.
• Personally handle VIP guests, long-stay clientele, and escalated service recovery cases.
• Monitor guest feedback through Medallia, TripAdvisor, Booking.com, and internal surveys, implementing action plans for improvement.

2. Staff Management & Development
• Lead, train, and motivate department heads and operational associates to deliver Wyndham’s service culture.
• Drive a positive work environment with focus on teamwork, staff recognition, and performance development.
• Manage departmental rosters to optimize staffing levels while controlling labor costs.

3. Financial & Revenue Support
• Support the General Manager and Finance team in preparing operational budgets and monthly forecasts.
• Monitor operational costs, control wastage, and ensure departments work within allocated budgets.
• Coordinate with the Revenue & Reservations Manager on upselling strategies, occupancy targets, and average daily rate (ADR) improvements.

4. Compliance & Standards
• Ensure compliance with Wyndham International brand audits, local government regulations, and health & safety standards.
• Oversee hygiene and food safety practices (HACCP) in collaboration with the Executive Chef and F&B team.
• Conduct regular inspections of rooms, public areas, and back-of-house to maintain 4-star standards.

5. Strategic Contribution
• Assist the General Manager in driving key performance indicators (KPIs) such as GOP, RGI, Guest Satisfaction Index, and Employee Engagement.
• Implement operational improvements to enhance efficiency and guest loyalty.

• Proven experience as an Operations Manager in the hospitality industry, preferably in a hotel setting.
• Strong leadership and team management skills with the ability to inspire and develop staff.
• Excellent organizational and multitasking abilities to manage diverse operational areas.
• Outstanding communication and interpersonal skills to interact effectively with guests, staff, and stakeholders.
• Financial acumen with experience in budgeting, forecasting, and cost control.
• Problem-solving mindset with a focus on continuous improvement and guest satisfaction.
• Knowledge of hospitality software and tools is a plus.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Bachelor’s degree in Hospitality Management, Business Administration, or related field is preferred.

About the Company

Luxuria Hotel Management is a fully integrated pioneer hotel management company specialized in the hospitality sector and with an expanding portfolio across the Middle East and India.

LHM provides hotel owners and developers a broad spectrum of world-class management solutions catering to all market segments from luxury to budget.

LHM’s strategic expansion in the Middle East and India (soon) has been successful in unlocking a world of opportunities while creating value for its customers, stakeholders, associate companies and its employees. The portfolio is currently located in the vibrant destination of Dubai – United Arab Emirates, with a pipeline of hotels under development to grow LHM’s regional footprint further. The target is to grow by another 2 hotel properties before the last quarter of 2019 and to have portfolio of 10 hotels by the year 2022.