Job Description

• Reports to: Head of Hospitality Group
• Direct Reports: Housekeeping Managers

Role Overview

The Head of Operations is responsible for overseeing the daily operations of all hotels within the hospitality group. This role ensures that each hotel meets operational efficiency, guest satisfaction, and financial performance targets while maintaining brand consistency. The Head of Operations collaborates closely with the Group General Manager, Group Head of F&B, Group Head of Housekeeping, and other key stakeholders to drive excellence in service delivery, facility management, and overall business success and also plays a key role in new hotel development, ensuring that each new property is set up with the right operational infrastructure, staffing, and service standards before launch.

Key Responsibilities

• Develop and implement Standard Operating Procedures (SOPs) to ensure uniformity in service delivery, guest experience, and hotel management across all properties.
• Work closely with hotel GMs to ensure smooth daily operations across all departments.
• Establish and maintain operational benchmarks, KPIs, and performance metrics.
• Monitor and analyze hotel performance reports, implementing data-driven strategies to improve efficiency.
• Collaborate with the General Manager, architects, and construction teams to ensure all new properties meet the brand’s operational and service standards.
• Establish pre-opening timelines, staffing plans, and service training programs.
• Ensure that each new property is fully equipped with the right systems, processes, and teams before launch.
• Develop cost-control measures to minimize waste and improve operational efficiency.
• Improve hotel operations to enhance guest retention and loyalty.
• Ensure all hotels maintain high-quality facility upkeep, safety, and maintenance standards.
• Oversee the procurement of hotel machinery, security systems, and other operational infrastructure.
• Develop preventive maintenance schedules to reduce downtime and enhance guest experience.
• Monitor and improve hotel booking systems, CRM platforms, and other operational tools.
• Establish leadership development programs to build a strong pipeline of future managers.
• Conduct regular operational reviews and training workshops to improve efficiency.
• Ensure that all hotels comply with local and international health and safety regulations.
• Work with the legal and HR teams to mitigate operational risks and enforce compliance with labor laws.

Required Skills or Experience

• Bachelor’s degree in Hospitality/Business Administration (MBA preferred)
• 15+ years in multi-property hotel operations (luxury/resort experience preferred) 
• Proven track record of opening 5+ hotels (pre-opening experience mandatory) 
• Deep knowledge of hotel systems (PMS, CRM, revenue management tools) 
• Exceptional crisis management skills 
• Data-driven decision-making approach 
• Outstanding stakeholder management (owners, corporate teams, vendors)