Operations Manager

The Operations Manager is responsible for overseeing the daytoday operational performance of the Front Office Housekeeping and Food & Beverage departments. This role ensures exceptional guest experiences operational efficiency and adherence to brand standards while supporting department heads in achieving service excellence and financial targets.

He/she is deputizing for the Cluster General Manager (in case there is no Resident Manager within the organization) in his/her absence and is responsible for the day-to-day this role he/she does not take strategic decisions (mid- and long term) with commitment for the operation without prior consulting the Cluster General Manager.

In performing these duties he/she shall at all times maintain good relations with his/her supervisor the Department Heads as well as with the local authorities and other key persons.

The job description of the department over which he/she has the responsibility and authority (e.g. Rooms Division / Food & Beverage) is to be considered and therefore also an integral part.

Key Deliverables and Responsibilities

Operational Excellence

• Maintain the companys operational standards on a daily basis as agreed with the General Manager.
• Oversee the daily operations of Front Office Housekeeping and Food & Beverage departments to ensure smooth and efficient service delivery.
• Ensure the hotels interior and exterior areas under responsibility are maintained in excellent condition while keeping Repair & Maintenance expenses within budget.
• Monitor the maintenance request process to ensure staff compliance and engineering efficiency.
• Ensure all operational standards SOPs and internal policies are complete updated and consistently followed.

Financial Performance

• Take necessary actions to maximize revenue and profit within areas of responsibility aiming to exceed the operational budget.
• Maintain strict cost control over payroll supplies and departmental expenses.
• Support crossselling initiatives across departments to enhance revenue opportunities.
• Assist the General Manager in preparing the Annual Budget and Investment Plan (replacements investments and projects).

Guest Experience & Service Quality

• Handle guest complaints related to operational areas promptly and professionally ensuring corrective actions are taken to prevent recurrence.
• Convert dissatisfied guests into repeat customers through effective problem resolution and service recovery.
• Ensure staff appearance hygiene and uniform standards are consistently maintained.
• Ensure Guest Satisfaction Score are met
• Ensure Quality Assurance standards and score are achieved

Leadership & Team Management

• Lead daily operational priorities and conduct daily briefings with Department Heads.
• Establish and manage the Duty Manager schedule/rotation.
• Assume the role of Duty Manager when scheduled.
• Conduct regular skills and technical training within operational departments.
• Maintain high levels of team morale engagement and performance across all areas.

Strategic & Administrative Responsibilities

• Assist the Cluster General Manager in reviewing and evaluating hotel operations periodically and implementing action plans to enhance efficiency and guest experience.
• Deputize for the Cluster General Manager in their absence.
• Ensure familiarity with all company documentation especially the Operational Standards Manual relevant to the role.
• Take full operational responsibility in emergencies or when Department Heads are absent.

Generic Aspects on Hygiene / Personal Safety / Environment/Confidentiality:

• Ensure proper care of all equipment and furniture entrusted for Heartists use.
• Be well-familiar with the hotels policies and procedures well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotels emergency procedures in regard to fire medical bomb threat black-out and evacuation.
• Knows the safety regulations and ensures their application & ensures the safety of people and property in the hotel.
• Respects and ensures respect of the hotels commitments to the Environment Charter of sustainability program (saving energy recycling sorting waste etc.).
• Understands and strictly adhere to the Rules & Regulations established in the Heartists Handbook and the Hotels policy on Fire Hygiene Health and Safety.
• Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
• Does not disclose any financial information or any other information of the Accor Hotels.

Qualifications :

• At least 2 years of experience as a Room Division Manager with the hospitality sector 
• Excellent communication presentation and leadership abilities 
• Strong interpersonal abilities with proven capability in problem-solving team training and motivation.
• Fluency in English; knowledge of Arabic German or Russian is an advantage 
• Prior experience in the UAE hospitality sector preferred 

Additional Information :

• Vibrant personality professional and always presentable.
• A positive can do attitude and the ability to work within a team environment.
• Fluency in English and Arabic additional languages are a plus

Remote Work :

No

Employment Type :

Full-time