Head of Hotel Operations

Position Summary The Head of Hotel Operations is responsible for leading and overseeing the operational performance of the company's hotel portfolio. This role ensures each property delivers exceptional guest experiences while achieving financial, commercial, and operational objectives. Working closely with General Managers and corporate support teams, the Head of Hotel Operations drives operational excellence, implements best practices, and develops strategies to maximize profitability, service quality, and team performance. Key Responsibilities Operational Leadership Provide strategic leadership and operational oversight across multiple hotels. Ensure consistent execution of company standards, policies, and brand requirements. Monitor hotel performance and implement initiatives to improve operational efficiency. Conduct regular property visits, operational reviews, and performance evaluations. Support hotel openings, transitions, and operational improvement projects. Financial & Commercial Performance Drive revenue growth and profitability across the hotel portfolio. Review budgets, forecasts, and financial performance with General Managers and Finance teams. Identify opportunities to improve productivity, cost control, and operational efficiency. Collaborate with Revenue Management, Sales, and Marketing teams to maximize business performance. Guest Experience & Quality Champion exceptional guest service and continuous improvement initiatives. Monitor guest satisfaction, online reputation, and service recovery performance. Ensure compliance with quality assurance programs and brand standards. Lead initiatives to improve guest loyalty and overall service excellence. People Leadership Recruit, mentor, and develop General Managers and senior hotel leaders. Foster a high-performance culture focused on accountability, collaboration, and continuous learning. Support succession planning, leadership development, and employee engagement initiatives. Promote a positive workplace culture that aligns with company values. Compliance & Risk Management Ensure compliance with legal, regulatory, health, safety, and security requirements. Oversee operational risk management and business continuity planning. Ensure hotels maintain required certifications and operational compliance standards. Strategic Planning Develop and implement operational strategies aligned with the company's business objectives. Analyze market trends and competitor performance to identify growth opportunities. Prepare performance reports and strategic recommendations for executive leadership. Support expansion, acquisitions, renovations, and capital improvement projects. Qualifications Bachelor's degree in Hospitality Management, Business Administration, or a related field. Minimum 10–15 years of progressive hotel operations experience . At least 5 years in a Regional Director, Area Manager, Cluster General Manager, or similar multi-property leadership role . Strong experience managing full-service hotels or resorts. Experience with international hotel brands is highly preferred. Skills & Competencies Multi-property hotel operations management Strategic leadership and decision-making Financial planning and budget management Revenue optimization and commercial awareness Guest experience and quality management Leadership development and team coaching Change management and continuous improvement Strong communication and stakeholder management Analytical and problem-solving skills Excellent organizational and project management abilities Key Performance Indicators (KPIs) Portfolio revenue and profitability GOP, EBITDA, and budget achievement Guest satisfaction and online reputation scores RevPAR, ADR, and occupancy performance Brand compliance and quality audit results Employee engagement and retention Operational efficiency and cost control Successful completion of strategic initiatives and projects Ideal Candidate The ideal candidate is a highly experienced hospitality leader with a strong background in multi-property hotel operations. They possess excellent commercial acumen, outstanding leadership skills, and a passion for delivering exceptional guest experiences while driving sustainable business growth and operational excellence.