Hotel Operations Manager

Location: Amman, Jordan.

Years of Experience: 5-7 years of relevant experience.

Working Arrangement:  on-site.

Language Requirements:  Fluency in Arabic & English (written and spoken).

The Operations Manager will oversee the hotel's day-to-day operations, ensuring smooth coordination between departments, high service standards, guest satisfaction, and operational efficiency. The role involves supervising hotel teams, monitoring operational performance, implementing procedures, and ensuring compliance with company policies and hospitality standards.

Key Responsibilities

• Oversee daily hotel operations and ensure the smooth functioning of all operational departments, including Front Office, Housekeeping, Food & Beverage, and Maintenance.
• Coordinate with department heads to ensure operational targets, service standards, and guest expectations are consistently met.
• Monitor guest satisfaction, address complaints and service-related issues, and ensure timely resolution.
• Implement and maintain operational policies, procedures, and service standards to improve efficiency and consistency.
• Supervise departmental performance, staff productivity, and service delivery, ensuring effective coordination across teams.
• Monitor operational expenses, control costs, and support the efficient utilization of hotel resources.
• Coordinate with the Finance Department to monitor departmental budgets, expenses, and operational performance.
• Support workforce planning, staff scheduling, and resource allocation in coordination with department heads.
• Identify operational challenges and implement practical solutions to improve workflow and service quality.
• Ensure compliance with health and safety requirements, hygiene standards, security procedures, and applicable regulations.
• Coordinate with the Sales and Marketing team to support occupancy targets, guest retention, and overall hotel performance.
• Monitor maintenance requirements and coordinate with the Maintenance team to ensure hotel facilities and equipment remain in good condition.
• Prepare regular operational reports covering departmental performance, guest feedback, service quality, and key operational indicators.
• Support staff training, performance management, and the development of a customer-focused service culture.
• Work closely with the General Manager to implement operational improvements and achieve the hotel's business objectives.

Qualifications & Experience

• Bachelor's degree in Hospitality Management, Hotel Management, Business Administration, or a related field.
• 5-7 years of relevant experience in hotel operations or hospitality management.
• Previous experience in a supervisory or managerial role within a hotel is required.
• Good understanding of hotel departments, including Front Office, Housekeeping, Food & Beverage, and Maintenance.
• Experience in operational planning, cost control, staff supervision, and service quality management.
• Familiarity with hotel property management systems (PMS) and standard hospitality operating procedures.
• Knowledge of health, safety, hygiene, and applicable hospitality regulations in Jordan is preferred.

Required Skills & Competencies

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Strong organizational, planning, and problem-solving skills.
• Ability to manage multiple departments and priorities effectively.
• Good financial awareness and cost-control capabilities.
• Strong guest service orientation and conflict-resolution skills.
• Ability to analyze operational performance and implement improvements.
• Proficiency in Microsoft Office; experience with hotel management systems is an advantage.
• Excellent command of Arabic and English.
• Ability to work flexible hours, including weekends and public holidays, as required by hotel operations.

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