Hotel Operations Manager At Sun International
Job Description
The Hotel Operations Manager is responsible for driving the profitability and overall operational performance of the hotel, with a strong focus on maximising revenue and occupancy, maintaining hotel standards and delivering exceptional customer experiences.
The role leads and integrates multiple hotel functions, ensuring operational excellence across rooms, guest relations, food and beverage, conferencing and related services. It also carries shared accountability for the hotel operational budget, revenue targets and expense management while driving innovation, people performance and alignment across the property.
Core behavioural & Technical / proficiency competencies
Behavioural
Continuous Improvement
Integrity
Teamwork
Collaboration
Transparency
Adaptability
Problem-Solving
Customer Centricity
Lifelong Learning
Respect for Diversity
Technical
Hotel Operations Management
Rooms & Yield Management
Front Office & Guest Relations
Housekeeping Operations
Food & Beverage Operations
Banqueting & Conferencing
Hotel Revenue & Occupancy Management
Hotel Product & Service Innovation
4 & 5-Star Hotel Standards
Customer Experience Management
Financial & Budget Management
Revenue Analysis & Forecasting
CAPEX & Cost Management
Labour Legislation
SHE Legislative Compliance
Business Acumen
SLA & Contract Management
Business Partner Management
People Leadership & Coaching
Stakeholder Relationship Management
Operational Risk & Governance
Computer Proficiency
The profile places particular emphasis on Rooms & Yield Management, F&B product knowledge, Banqueting & Conferencing, financial management, business acumen, labour and SHE legislation, SLA management and coaching.
Job Requirements
Qualifications
3-year Bachelor's Degree in Hospitality Management, Business Management or a related field [Required] Hotel Operations Manager
Experience
Minimum 10 years' relevant hospitality experience
At least 3 years' experience in a hospitality management role within a 5-star establishment
Strong background in Rooms Division Management, including Housekeeping, Front Office and/or Guest Relations, and/or Food & Beverage
Experience managing multiple hotel functions and operational teams
Experience managing Business Partners and Service Level Agreements
Experience managing hotel revenue, occupancy, budgets and operational expenses
Strong understanding of hotel standards, governance and operational compliance
Demonstrated people leadership, performance management and coaching experience
Experience driving customer experience and service excellence
Ability to work shifts in accordance with operational requirements
Ability to undertake local travel.
Key Areas of Responsibility
Translate Group and Business Unit strategies into operational plans and deliverables for the hotel.
Drive hotel profitability through revenue maximisation, occupancy management, cost control and operational efficiency.
Maintain and continuously improve hotel standards in line with 4 and 5-star grading requirements.
Oversee operational standards across rooms, guest relations, food and beverage, conferencing and related hotel services.
Identify new opportunities to improve products, services and operational processes.
Analyse hotel and hospitality trends and introduce relevant product and service innovations.
Manage hotel budgets, revenue strategies, CAPEX, forecasting and financial reporting.
Lead, motivate and develop hotel teams while driving performance, engagement and succession planning.
Maintain positive employee and labour relations across hotel operations.
Drive the hotel's customer experience strategy and manage escalated guest matters.
Analyse guest preferences and feedback to identify opportunities to improve the customer experience.
Manage relationships with internal stakeholders, external service providers and business partners.
Ensure appropriate governance, risk controls, audit compliance and adherence to relevant legislation.