Job Summary

The Operations Supervisor supports the General Manager in overseeing daily hotel operations across all departments. This role ensures smooth coordination between Front Office, Housekeeping, Maintenance, Food & Beverage, and Administration to maintain operational stability, service consistency, and guest satisfaction.

The ideal candidate is proactive, hands-on, highly organized, and capable of maintaining structure and accountability within the team.

Key Responsibilities

1. Operational Oversight

- Assist the General Manager is supervising daily hotel operations.

- Monitor department performance to ensure service standards are consistently met.

- Conduct daily walkthrough of hotel facilities to ensure cleanliness, safety, and functionality.

- Address operational issues promptly and implement corrective actions.

2. Team Supervision & Coordination

- Support department heads and staff in achieving operational goals.

- Help manage staff scheduling and manpower allocation.

- Ensure proper endorsement between shifts and departments.

- Reinforce company policies, procedures, and service standards.

3. Guest Experience Management

- Handle guest concerns and escalations professionally.

- Ensure high levels of guest satisfaction and service recovery.

- Monitor online reviews and coordinate improvements when needed.

4. Administrative & Reporting

- Assist in preparing daily, weekly, and monthly operational reports.

- Monitor inventory levels and coordinate purchasing with relevant departments.

- Help control operational expenses and reduce wastage.

5. Compliance & Systems

- Ensure compliance with safety, sanitation, and local regulations.

- Maintain proper documentation and reporting.

- Develop and implement systems that create operational stability.

Required Experience

- Minimum 5 years of experience in hotel operations.

- At least 2 years in a supervisory or leadership role.

- Strong understanding of Front Office and Housekeeping operations (essential).

- Experience handling guest complaints and operational crisis situations.

- Experience in staff supervision, scheduling, and team coordination.

- Familiarity with hotel management systems (PMS) and basic reporting.

Recommended Qualifications & Traits

- Bachelor's degree in Hospitality Management, Business Administration, or related field.

- Strong leadership presence and ability to enforce structure.

- Detail-oriented and highly organized.

- Decisive and solution-focused under pressure.

- Excellent communication and interpersonal skills.

- Financial awareness (budgeting, cost control, expense monitoring).

- Ability to create and implement Standard Operating Procedures (SOPs).

- Strong sense of accountability and integrity.

- Flexible schedule, including weekends and holidays if required.