Polo Towers Group - Head - Operations

The Hotel Operations Head or Group Operations Head is a senior leadership role responsible for overseeing the day-to-day operations of a hotel or a group of hotels. This position ensures that the properties within the portfolio are running smoothly, efficiently, and profitably while maintaining high standards of guest satisfaction.

Key Responsibilities:

1. Operational Management:

- Supervise all aspects of hotel operations, including front office, housekeeping, food and beverage, maintenance, and guest services.

- Ensure consistent service standards are met across all departments.

- Monitor performance metrics to assess operational efficiency.

2. Team Leadership:

- Lead and manage a team of department heads, providing guidance, support, and training.

- Foster a collaborative and positive work environment across the hotel group.

- Conduct regular staff meetings to ensure smooth communication between departments.

3. Financial Management:

- Oversee the hotels budget, controlling costs and maximizing profitability.

- Analyze financial reports, forecast revenues, and implement strategies for cost control.

- Ensure proper pricing strategies and revenue management practices are in place.

4. Guest Experience and Satisfaction:

- Ensure guest satisfaction by maintaining high standards of service, cleanliness, and facilities.

- Handle guest complaints and feedback, ensuring prompt resolutions.

- Implement programs and initiatives to improve guest loyalty and repeat business.

5. Strategy and Growth:

- Develop and implement operational strategies for improving hotel performance.

- Work closely with senior management to align hotel operations with the overall corporate strategy.

- Drive the hotels growth by identifying opportunities for expansion or renovation.

6. Compliance and Quality Control:

- Ensure the hotel complies with all relevant health, safety, and environmental regulations.

- Maintain high standards for quality control in guest services, food safety, and housekeeping.

7. Technology and Innovation:

- Introduce and implement new technologies that improve operational efficiency, guest experience, and revenue management.

- Stay updated on industry trends and competitors, incorporating best practices.

Required Skills and Qualifications:

- Leadership and Communication: Strong leadership, interpersonal, and communication skills are essential to manage teams effectively.

- Financial Acumen: Experience in budgeting, financial analysis, and cost control is crucial.

- Customer Service: Deep understanding of hospitality and customer service standards.

- Problem-solving: Ability to think critically and resolve operational challenges quickly.

Industry Experience: Typically, 5-10 years of experience in hotel management with a background in various departments (e.g., front office, F&B, housekeeping) with the same designation handling of multiple units/Hotels.

This role requires someone who can think strategically, make data-d