Job Title: Operations Manager
Department: Management
Reports to: General Manager

Position Overview:
The Operations Manager is a key leadership role at Midlands Park Hotel, responsible for overseeing the
day-to-day operations of all hotel departments. The successful candidate will combine strong commercial
insight with exceptional people and organizational skills, ensuring the seamless delivery of guest
experiences that reflect the highest standards of hospitality.

Core Values:
• Care: Show genuine concern for guests, team members, and the business
• Energy and Drive: Approach all tasks with enthusiasm, urgency, and commitment
• Doing the Right Thing: Make ethical decisions that reflect integrity and trust
• Always Getting Better: Seek out opportunities to learn, improve, and innovate

Key Responsibilities:
• Strong leadership and team development skills
• High level of accountability and a proactive mindset
• Exceptional communication and organizational ability
• In-depth knowledge of revenue management, forecasting, budgeting, and P&L oversight
• Demonstrated ability to build a culture that reflects company values
• Commercially savvy, with a focus on service excellence and continuous improvement
• On-call availability to address operational issues as needed
• Develop and implement strategies that enhance the guest experience and exceed expectations
• Partner with department heads to ensure cohesive, efficient hotel operations
• Anticipate guest needs and ensure a prompt, thoughtful response
• Maintain performance and service standards in line with brand and guest expectations
• Ensure full operational knowledge of room rates, hotel policies, events, VIPs, and more
• Oversee recruitment, scheduling, and performance evaluation of hotel staff
• Lead daily departmental meetings to align teams and drive operational excellence
• Identify operational challenges and support long- and short-term strategic planning with the General Manager
• Collaborate in preparing annual budgets and monthly performance forecasts

Duties and Responsibilities:
• Fully accountable for the performance of all hotel departments
• Support and guide Head of Departments (HODs) in their operational responsibilities
• Ensure readiness of the hotel to receive and serve guests at all times
• Conduct regular meetings with HODs to review guest feedback, service recovery efforts, targets, and team morale
• Enforce and audit SOP implementation across all departments
• Monitor departmental purchases, stock levels, vendor performance, and financial accountability
• Conduct regular inspections of key operational areas including F&B, housekeeping, and front office
• Maintain interdepartmental coordination for seamless service delivery
• Review and act on guest satisfaction reports, identifying improvement opportunities
• Promote a culture of continuous learning and development through regular staff engagement and training
• Deliver timely feedback to direct reports, supporting their growth and success
• Manage operational costs effectively to maximize hotel profitability
• Remain available to respond to emergencies and urgent operational issues
• Perform additional duties as assigned by the General Manager

Operations Manager

Job Description