Hotel Operations Manager Position
We are seeking a skilled Hotel Operations Manager to oversee the front office, conference and events operations at our prestigious Crowne Plaza hotel.
1. Lead the planning, design, and implementation of conference events & rooms-related operational procedures.
2. Partner with Talent & Culture and department heads to recruit and onboard rooms division staff.
3. Oversee the setup and testing of property management systems (PMS), telephone systems, guest service platforms, and housekeeping management systems.
4. Develop departmental SOPs, checklists, and training manuals for all rooms-related operations.
5. Collaborate with contractors, designers, and procurement teams to ensure rooms and public areas meet brand standards and operational requirements.
6. Conduct mock runs and dry openings to test service standards and identify process improvements.
7. Ensure all health & safety, hygiene, and quality control measures are in place pre-opening.
Key Responsibilities:
* Direct daily operations of the front office, conference & events, guest services, oversite of the Housekeeping team and related areas.
* Maintain high standards of guest service in alignment with brand expectations.
* Monitor occupancy, room rates, and departmental budgets, optimising profitability and efficiency.
* Implement and monitor staff training programs and performance evaluation systems.
* Work closely with Sales, Marketing, Engineering, and F&B departments to support smooth operations and guest satisfaction.
* Manage guest feedback, complaints, and service recovery processes.
* Ensure compliance with legal, brand, and safety standards at all times.
About You:
* Previous Front Office management experience as well as experience in hotel opening and pre-opening, desirable.
* Experience in coaching and developing a team, recruitment and performance management.
* Must be flexible in terms of working hours and schedules.
* Must possess outstanding guest services skills, professional presentation and sophisticated communication skills.
* Excellent organisational, time management and computer literacy skills.
* The ability to deal with guest issues in a timely, positive and professional manner.
* Must be able to handle a multitude of tasks in an intense, ever-changing environment.
We Offer:
* Access to IHG discounts.
* Internal and external training and development opportunities including an online training platform.
* Career development opportunities within our group across 45+ amazing venues.
* Employee Assistance Program
* Mentoring from a strong team of hospitality professionals.
* Reward and recognition programs.