Operations Manager

Reports to: Director of Operations

Departments Managed: Front Office, SPA & Wellness Center, Housekeeping, Food & Beverage, Engineering, Marketing & Communication, Security

Position Overview

The Operations Manager is one of the key leaders responsible for the hotel’s daily operations. Reporting to the Director of Operations, the role directly manages and actively participates in frontline operations to ensure long-term stability and compliance in the following areas:

• Four-star service standards
• Operational efficiency
• Cost and revenue balance
• Stability of the local workforce
• Effective implementation of Chinese management practices in the local context
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This is not purely an administrative or office-based role, but a comprehensive operations management position requiring strong hands-on involvement, execution, and coordination.

Key Responsibilities

1. Overall Hotel Operations Management (Core Responsibilities)

• Develop departmental processes and procedures to enhance operational efficiency.
• Oversee the hotel’s day-to-day operations, ensuring all departments operate according to standards, procedures, and targets.
• Directly manage and coordinate operations across the following departments:
• Front Office / Housekeeping / Food & Beverage / SPA & Wellness / Engineering / Marketing & Communications/ Security.
• Ensure consistent service quality across all periods, including low/high occupancy, group bookings, and VIP arrivals.
• Assist the Director of Operations in preparing and monitoring the hotel’s annual budget.
• Assist in preparing and executing annual, quarterly, and monthly operational plans.
• Monitor daily operational KPIs and performance metrics.

2. Front Office and Housekeeping Operations

• Supervise front desk operations, reservations, accounting procedures, and guest relations management.
• Ensure check-in and check-out processes are efficient, accurate, and aligned with four-star standards.
• Supervise and participate in VIP, group, and special guest arrivals.
• Supervise housekeeping operations, room status, linens, minibars, and public area cleanliness.
• Ensure consistent room quality, cleanliness, and facility maintenance.
• Coordinate with the Engineering department to resolve guestroom maintenance issues promptly.

3. Food & Beverage Operations

• Supervise daily restaurant operations, including breakfast, buffet, a la carte, and group dining.
• Ensure food safety and hygiene comply with Serbian regulations and hotel standards.
• Monitor service processes, product quality, customer experience, and table turnover efficiency.
• Collaborate with Executive Chef and Restaurant Manager on menu optimization, pricing, and promotional initiatives.

4. SPA & Wellness Center Operations

• Supervise daily operations of the SPA & Wellness Center (pool, sauna, steam room, massage therapy).
• Ensure safety, hygiene, water quality, and equipment operation comply with local regulations.
• Manage SPA staff, service procedures, and customer experience.
• Collaborate with the Marketing & Promotion department to increase SPA sales and enhance guest conversion.

5. Service Quality and Guest Experience Management

• Establish and oversee service quality control procedures.
• Regularly review service processes, staff performance, and guest feedback.
• Handle major complaints, online reviews, and unexpected service incidents.
• Monitor and improve hotel ratings on Booking.com, Agoda, OTAs, Google, TripAdvisor, and other relevant platforms.

6. Staff Management and Team Building

• Collaborate with HR on recruitment, interviews, onboarding, and training of local staff.
• Supervise departmental staffing, attendance, discipline, and performance to meet operational requirements.
• Assist in conducting performance evaluations, staff motivation, and internal communication.

7. Cost Control and Operational Support

• Assist in developing and implementing departmental budgets.
• Monitor and control labor costs, energy consumption, supplies, and maintenance expenses.
• Review key operational data (occupancy, F&B revenue, SPA revenue, cost of all outlets etc.).
• Provide operational analysis and improvement recommendations to the Director of Operations.

8. Engineering and Facilities Management

• Supervise daily work and preventive maintenance plans of the Engineering department.
• Ensure safety and functionality of guestrooms, public areas, SPA, and F&B facilities.
• Monitor major repairs, equipment updates, and corrective actions for safety hazards.

9. Health, Safety, and Risk Assessment

Ensure compliance with:

• Fire safety regulations
• Food safety and hygiene standards
• Employee occupational safety requirements
• Pool and SPA regulatory standards
• Participate in emergency plan development and drills.
• Coordinate and cooperate with government inspections as required.
• Risk Assessment Request

10. Marketing and Revenue Support

• Support the Marketing & Promotion department in executing campaigns, holiday promotions, and themed activities.
• Assist in developing room pricing strategies, package offerings, and cross-selling initiatives.
• Participate in the organization and execution of large groups, events, and long-term client arrangements.
• Represent the hotel with government agencies, partner organizations, corporate clients, industry associations, and vendors under the Director of Operations’ authorization to maintain good relationships and protect the hotel brand image.

11. Reporting and Management Communication

• Submit regular operational reports to the Director of Operations.
• Provide solutions and improvement recommendations for key operational issues.
• Represent the Director of Operations within authorized scope for operational matters.

Qualifications and Requirements

Education:

• Bachelor’s degree or higher, preferably in Hotel Management, Tourism, or related fields preferred

Experience:

• 5–8 years of experience in a star-rated hotel preferred
• Minimum 3 years of multi-department operational management experience preferred
• Experience in four-star or international chain hotels preferred
• Familiarity with front office, housekeeping, and F&B operations preferred (at least one department with in-depth experience)

Skills:

• Strong hands-on management and operational oversight capabilities
• High execution ability and problem-solving skills
• Excellent cross-department communication and coordination skills
• Cost-conscious with the ability to interpret operational data