Operations Manager

Position Summary

The Assistant Operations Manager is a dynamic and flexible leadership role responsible for supporting daily hotel operations across key departments: Housekeeping, Front Office, and Food & Beverage. This position is rotational in nature and adapts based on business levels and hotel priorities. The ideal candidate is hands-on, service-oriented, detail-driven, and thrives in a guest-focused, fast-paced environment.

Key Responsibilities

General Responsibilities Across All Departments

• Rotate operational focus between Housekeeping, Front Office, and F&B based on occupancy, events, staffing levels, and guest needs.
• Ensure smooth daily operations, proactively solving issues, and stepping in where needed.
• Support department heads in staff management, scheduling, training, development, and performance reviews.
• Monitor department KPIs and guest satisfaction scores; support corrective actions when needed.
• Ensure compliance with health, safety, hygiene, and brand standards.
• Assist in budget tracking, inventory, and cost control initiatives.
• Act as Manager on Duty (MOD) as assigned, including evenings, weekends, and holidays.

Housekeeping

• Conduct room inspections to ensure cleanliness and brand standards.
• Assist with daily assignment of housekeeping tasks and room prioritization.
• Support the Executive Housekeeper in training and supervising room attendants, housepersons, and laundry staff.
• Monitor inventory levels of cleaning supplies, linens, guest amenities, and coordinate orders.
• Oversee laundry operations, lost & found, and deep cleaning schedules.
• Handle guest requests and complaints related to room conditions or cleanliness.

Front Office

• Supervise front desk staff, bell staff, and night audit as required.
• Ensure smooth check-in/check-out processes, upselling efforts, and guest interaction quality.
• Assist with guest issues, room moves, overbooking, and emergency situations.
• Maintain accuracy of room inventory, rate codes, and OTA channels in coordination with revenue management.
• Monitor and improve arrival/departure experiences and loyalty program enrollments.
• Ensure cash handling, billing procedures, and shift closing reports are accurate and compliant.

Food & Beverage

• Support operations in restaurant(s), bar/lounge, in-room dining, banquets/events, and coffee shop (if applicable).
• Oversee floor operations, staff breaks, guest service flow, and closing procedures.
• Ensure compliance with food safety standards (HACCP), liquor licensing, and allergy protocols.
• Monitor guest satisfaction through direct interaction and post-shift briefings.
• Assist with menu knowledge training, server and bartender skill-building, and guest upselling techniques.
• Coordinate with culinary team on service timing, banquet setups, and quality control.

Qualifications

• 2–4 years’ experience in hotel operations or supervisory role within a full-service hotel.
• Working knowledge in at least one of the three key areas (Housekeeping, Front Office, F&B).
• Degree or diploma in Hospitality Management preferred.
• Proficiency in PMS systems and MS Office Suite.
• Strong leadership, decision-making, and communication skills.
• Ability to work flexible shifts including weekends, holidays, and overnights as needed.
• Fluent in English; multilingual skills a plus.

Skills & Competencies

• Guest-first mindset with a passion for service excellence.
• Adaptable and calm under pressure.
• High attention to detail and organizational ability.
• Team motivator with strong conflict resolution skills.
• Hands-on operational leadership with a sense of urgency.

Physical Requirements

• Ability to stand/walk for extended periods.
• Ability to lift up to 30 lbs (linens, supplies, trays).
• Comfortable with physical movement across hotel floors and departments.

Career Progression

This role serves as a steppingstone to Operations Manager, Department Head and Director roles. Strong performers will gain multi-departmental exposure, making them ideal candidates for future hotel leadership positions.