Head of Operations - Hotel

Job title : Head of Operations - Hotel

The Role

The Head of Operations will oversee the hotel's operational performance across all departments, including Front Office, Housekeeping, Food & Beverage, Guest Services, Engineering and other relevant operational functions.

Working closely with the General Manager and senior leadership team, the successful candidate will translate business objectives into actionable operational strategies that increase revenue, control costs, improve productivity, strengthen service delivery and maximize profitability without compromising the guest experience.

Key Responsibilities

Revenue Growth and Profitability

• Drive revenue growth across all hotel departments through effective commercial strategies, upselling and revenue optimization.
• Improve occupancy, ADR, RevPAR and GOP while controlling operating costs, minimizing waste and maximizing profitability.
• Monitor financial performance and implement strategies that deliver sustainable growth without compromising guest satisfaction.

Operational Excellence and Guest Satisfaction

• Oversee daily operations to ensure efficiency, productivity and consistent five-star service standards.
• Enhance guest satisfaction, resolve complaints promptly and drive guest loyalty, repeat bookings and positive reviews.
• Optimize resources, streamline processes and maintain compliance with operational, safety and quality standards.

Leadership and Performance Management

• Lead and develop departmental teams, establishing clear KPIs aligned with revenue, profitability and guest experience.
• Foster accountability, teamwork and continuous improvement across all hotel operations.

Quality Assurance and Risk Management

• Ensure regulatory compliance, effective asset maintenance, operational risk management and adherence to hotel policies and brand standards.

Candidate Requirements

The ideal candidate will possess:

• A bachelor's degree or equivalent qualification in Hospitality Management, Hotel Administration, Business Management or a related discipline. A postgraduate qualification or relevant professional certification will be an advantage.
• At least 7–10 years of progressive experience in hotel operations or hospitality management, including substantial experience in a senior operational leadership role.
• Demonstrable experience managing the operations of an upscale, luxury or five-star hotel.
• A proven track record of improving revenue performance, controlling operating costs and delivering measurable profitability improvements.
• Strong commercial and financial management capabilities, including budgeting, forecasting, P&L analysis and KPI reporting.
• A solid understanding of revenue management, pricing strategy, occupancy optimization, upselling and ancillary revenue generation.
• Excellent leadership, communication, negotiation, problem-solving and decision-making skills.
• Proficiency in hotel management systems, reporting tools and Microsoft Office applications.
• The ability to translate performance data into practical strategies that deliver tangible business results.

What the Opportunity Offers

• The opportunity to lead operations within a prestigious five-star hospitality environment.
• A strategic leadership role with direct influence on revenue growth, profitability and guest experience.
• The opportunity to develop high-performing teams and improve operational systems.
• A performance-focused environment that values initiative, accountability and measurable business results.
• A competitive remuneration and benefits package commensurate with experience and qualifications.