Operations Manager

Job Description:

As the Operations Manager at our luxury hotel, you will play a pivotal role in ensuring that every guest enjoys a highly personalized experience that makes their stay truly exceptional. Your primary responsibility will be crafting unique, tailor-made guest experiences by understanding their needs and preferences before their arrival and throughout their stay. You will lead the Front Office (70%), Housekeeping (30%), and Reservations departments to ensure seamless operations that align with our hotel’s commitment to unparalleled luxury and exceptional guest service.

Key Responsibilities

1. Guest Experience Personalization (Primary Focus): THIS IS NOT A F&B ROLE

   • Understand and anticipate guest needs before their arrival through pre-arrival calls, analyzing guest profiles, and using active listening techniques during interactions to uncover personal preferences.
   • Develop creative, bespoke experiences based on guest information, offering customized in-room setups, itineraries, special surprises, and unique activities that reflect each guest’s individual desires.
   • Collaborate with the guest services team and ensure the entire team are experts in the guest experience services, executing unique crafts and experiences for our guest in a personalized manner by learning facts about our guests... connect with other departments to create memorable, personalized services that elevate the guest experience.
   • Proactively gather guest feedback and refine personalization strategies to enhance satisfaction and loyalty.

2. Front Office Management (70%):

   • Lead the Front Office team in delivering seamless, personalized guest service from check-in to check-out.
   • Implement personalized guest touchpoints throughout the stay, ensuring all interactions reflect the hotel’s luxury standards and enhance the guest’s experience.
   • Work closely with the Reservations department to ensure smooth communication and a seamless transition from booking to check-in.
   • Maintain up-to-date guest profiles to track preferences, special requests, and recurring guest needs, ensuring continuity of service and a customized experience for returning guests.

3. Housekeeping Management (30%):

   • Supervise the Housekeeping department, ensuring that rooms and public spaces reflect the hotel’s high standards of cleanliness while incorporating personalized details such as preferred room configurations, amenities, and special touches based on guest preferences.
   • Collaborate with the Housekeeping team to ensure that personalized elements, like custom welcome amenities or in-room surprises, are consistently delivered to enhance the guest experience.
   • Continuously evaluate the cleanliness and operational efficiency of the Housekeeping department while maintaining the luxury standards of the hotel.

4. Reservations Oversight:

   • Oversee the Reservations department to ensure that booking procedures are streamlined and consistent with the hotel’s guest personalization strategy.
   • Work closely with the reservations team to review and refine guest booking data, ensuring the capture of critical information that enables tailored pre-arrival communications and personalized experiences.
   • Monitor reservation trends and guest data to predict high-demand periods and adjust staffing and service levels accordingly.
   • Ensure smooth integration between Reservations, Front Office, and Housekeeping, maintaining clear communication to ensure all guest requests and preferences are accurately recorded and implemented.

5. Creative Problem-Solving & Innovation:

   • Display exceptional creativity in problem-solving and delivering unique guest experiences that meet specific requests or expectations, often requiring innovative solutions.
   • Keep a pulse on industry trends in personalization, integrating new ideas and services that push the boundaries of luxury hospitality.
   • Collaborate with other departments to ensure every guest’s stay is exceptional, with no detail overlooked, from booking to post-departure.

6. Operational Efficiency & Team Leadership:

   • Oversee the day-to-day operations in both the Front Office, Housekeeping, and Reservations departments, ensuring smooth workflow and efficient service delivery.
   • Lead by example, maintaining high service standards and ensuring team members are fully trained in personalized guest service.
   • Develop and manage schedules, budgets, and labor costs for each department to balance operational efficiency with outstanding service.
   • Provide ongoing coaching and development for team members, helping them to hone their skills in personalized guest service and fostering a culture of excellence.

Qualifications

• Proven experience in hotel operations, with significant leadership roles in Front Office, Housekeeping, and Reservations departments, preferably in a luxury hotel environment.
• A demonstrated ability to personalize guest experiences using creative strategies, including pre-arrival communications, active listening, and thoughtful attention to detail.
• Strong leadership skills, with the ability to motivate and manage diverse teams while maintaining a high level of service and personalization.
• Excellent interpersonal and communication skills, with the ability to engage with guests and staff alike and foster positive relationships.
• Proficiency in hotel management software, reservation systems, and guest profiling tools that enable the personalization of guest experiences.
• A passion for hospitality and a deep understanding of luxury service standards, combined with the creativity to design one-of-a-kind experiences.

Desired Skills

• Exceptional problem-solving abilities with the capacity to think outside the box to meet guest needs and exceed expectations.
• Creative thinking to continually innovate and refine the personalized services offered to guests, ensuring that each guest feels uniquely valued.
• Ability to adapt and manage multiple departments and priorities, ensuring both operational excellence and personalized guest service are consistently achieved.

In this role, your creative flair and ability to personalize every aspect of the guest experience will directly contribute to our reputation as a luxury hotel that goes beyond expectations. By overseeing the Front Office, Housekeeping, and Reservations departments, you will ensure a seamless, personalized, and unforgettable experience for every guest, setting us apart from other luxury hotels.

EOE