Hotel Operations Manager

Job Summary

The Hotel Operations Manager will oversee daily property workflows, guide and mentor departmental supervisors, audit compliance with luxury service standards, manage operating budgets, handle high-profile guest escalations, and execute strategic plans to drive revenue and guest loyalty.

Qualification

• Formal Education: A Bachelor’s degree in Hospitality Management, Business Administration, Hotel Administration, or a closely related commercial discipline is required. Advanced management certifications or postgraduate degrees are a strong plus.
• Technical System Mastery: Deep operational fluency with advanced Hotel Management Systems / Property Management Systems (PMS), Point of Sale (POS) networks, and the Microsoft Office Suite.
• Financial & Analytical Literacy: Strong business acumen with the ability to manage budgets, allocate resources effectively, monitor labor and operational expenditures, and evaluate yield management data.
• Communication & Leadership Trait: Flawless verbal and written communication skills paired with a natural command of team dynamics, conflict resolution, and motivational leadership.

Experience

Candidates must showcase a definitive history of executive stewardship within premium hospitality setups:

Operational Leadership & Cross-Functional Mastery

• Professional Longevity: A minimum of eight (8) or more years of progressive management experience within the hospitality field, with a documented track record of managing multi-departmental teams specifically in a luxury setting.
• Standard Operating Procedure (SOP) Enforcement: Proven success designing, implementing, and auditing strict property-wide SOPs that align with global five-star service ratings.
• Staff Development & Coaching: Extensive experience leading structured staff training modules, coaching junior staff, and running metric-driven performance evaluations.

Guest Relations & Revenue Optimization

• VIP Protocol Management: Extensive experience orchestrating arrivals for high-net-worth individuals, corporate delegates, and international travelers, ensuring bespoke concierge delivery.
• Incident Triage & Resolution: Demonstrated capability to step into complex or sensitive guest disputes, delivering swift, empathetic solutions that protect hotel brand equity.
• Strategic Initiative Collaboration: History of working directly with senior management to plan and execute long-term strategic growth goals.

Key Responsibilities

Strategic Property Governance & Team Leadership

• Oversee Daily Operations: Supervise and provide active, visible leadership across core hotel divisions (front office, housekeeping, food & beverage, security) to ensure peak operational efficiency.
• Coordinate Departments: Synchronize workflows among distinct teams to create a flawless, interconnected guest journey and ensure consistent service excellence.
• Mentor Team Leaders: Lead ongoing staff training programs, offer professional coaching, and conduct regular performance evaluations to build an accountable team culture.

Brand Standard Auditing & Guest Experience Engineering

• Enforce Luxury Benchmarks: Conduct daily property walk-throughs to verify that guest rooms, public lounges, dining zones, and recreational facilities meet luxury standards.
• Manage Budgets & Resources: Effective oversight of operational schedules, labor hours, and departmental expenses against approved budgets to maximize performance.
• Collaborate on Growth: Partner with senior leadership to design and deploy strategic initiatives that foster corporate expansion and brand development.
• Ensure Regulatory Compliance: Guarantee the property satisfies all local health, occupational safety, licensing, and environmental standards mandated in Kigali.

Skills Required:

• Hotel / Tourism