Operations Manager – Hospitality Services

Challenger Services Group; Sydney; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Car Allowance

Career progression opportunities

Job summary

Challenger Services Group is seeking an experienced Operations Manager to oversee a portfolio of hospitality service contracts across NSW. You will lead site-based teams, ensure contract delivery, manage budgets, and build strong client partnerships to drive service excellence.

This senior role requires hands-on leadership, strong commercial acumen, and the ability to travel across sites. You will drive continuous improvement, workforce planning and compliance to support business performance and

Qualifications

• Previous experience in an Operations Manager, Regional Manager, Hospitality Manager or Multi-Site Leadership role (or similar).
• Strong operational management experience within hospitality, cleaning, facilities management, accommodation services, food services or a similar service-based environment.
• Demonstrated experience managing multiple sites and diverse workforces.
• Strong commercial acumen with experience managing budgets, labour costs and operational performance.
• Proven ability to build and maintain client relationships at all levels.
• Experience leading performance management, employee relations and workforce planning activities.
• Excellent communication, problem-solving and decision-making skills.
• Strong organisational skills with the ability to manage competing priorities.
• A proactive and hands-on leadership style.
• Holds a current Australian Driver Licence (Mandatory).
• Holds a current National Police Check (or willingness to obtain).
• Has full Australian working rights.
• Ability to travel regularly across your portfolio as required.

Responsibilities

• Lead the day-to-day management of multiple hospitality service contracts across your portfolio.
• Ensure sites consistently deliver services in line with contractual obligations, KPIs and client expectations.
• Conduct regular site visits to monitor operational performance, service standards and compliance.
• Identify opportunities to improve efficiency, productivity and service delivery outcomes.
• Support mobilisation, transitions and the implementation of new contracts where required.
• Lead, coach and develop Supervisors, Team Leaders and frontline employees.
• Drive employee engagement, retention and performance across your portfolio.
• Manage recruitment requirements in partnership with internal recruitment teams.
• Conduct performance management, investigations and employee relations matters as required.
• Foster a culture of accountability, safety, teamwork and continuous improvement.
• Build and maintain strong relationships with key client stakeholders.
• Act as the primary escalation point for operational issues and service concerns.
• Conduct regular client meetings, service reviews and performance discussions.
• Ensure client expectations are understood and consistently exceeded.
• Identify opportunities to strengthen existing partnerships and support business growth.
• Manage labour costs, budgets and portfolio profitability.
• Monitor roster efficiency and workforce utilisation.
• Review and analyse operational reporting and performance metrics.
• Support business development initiatives and client retention strategies.
• Ensure services are delivered efficiently while maintaining high quality standards.
• Ensure compliance with company policies, legislative requirements and client standards.
• Drive workplace health and safety initiatives across all sites.
• Maintain workforce compliance requirements, including employee screening and licensing obligations.
• Support audits, investigations and corrective action processes where required.

Skills

Operations management

Leadership

Client relationships

Budget management

Workforce planning

Compliance

Safety

Problem solving

Job description

Lead Hospitality Operations Across a Diverse Client Portfolio

Are you an experienced hospitality leader who thrives on building high-performing teams, strengthening client relationships, and delivering exceptional service outcomes?

Challenger Services Group is seeking a driven and commercially minded Operations Manager to oversee a portfolio of hospitality service contracts across NSW. This is a senior leadership role responsible for ensuring operational excellence, client satisfaction, workforce management, compliance, and business performance across multiple sites.

Working closely with clients, frontline teams, and internal stakeholders, you'll play a key role in driving service delivery standards while supporting the continued growth and success of Challenger Hospitality.

The Opportunity

As an Operations Manager, you will take ownership of a portfolio of hospitality service contracts, ensuring operational performance meets client expectations and company objectives.

You will provide leadership and direction to site-based teams, build strong client partnerships, manage workforce planning and compliance requirements, and drive continuous improvement initiatives across your portfolio.

This role requires a hands‑on leader who can balance operational demands, team engagement, commercial outcomes, and client satisfaction within a fast‑paced environment.

Key Responsibilities

Operational Leadership

• Lead the day‑to‑day management of multiple hospitality service contracts across your portfolio.
• Ensure sites consistently deliver services in line with contractual obligations, KPIs and client expectations.
• Conduct regular site visits to monitor operational performance, service standards and compliance.
• Identify opportunities to improve efficiency, productivity and service delivery outcomes.
• Support mobilisation, transitions and the implementation of new contracts where required.

People Leadership

• Lead, coach and develop Supervisors, Team Leaders and frontline employees.
• Drive employee engagement, retention and performance across your portfolio.
• Manage recruitment requirements in partnership with internal recruitment teams.
• Conduct performance management, investigations and employee relations matters as required.
• Foster a culture of accountability, safety, teamwork and continuous improvement.

Client Relationship Management

• Build and maintain strong relationships with key client stakeholders.
• Act as the primary escalation point for operational issues and service concerns.
• Conduct regular client meetings, service reviews and performance discussions.
• Ensure client expectations are understood and consistently exceeded.
• Identify opportunities to strengthen existing partnerships and support business growth.
• Manage labour costs, budgets and portfolio profitability.
• Monitor roster efficiency and workforce utilisation.
• Review and analyse operational reporting and performance metrics.
• Support business development initiatives and client retention strategies.
• Ensure services are delivered efficiently while maintaining high quality standards.

Compliance & Safety

• Ensure compliance with company policies, legislative requirements and client standards.
• Drive workplace health and safety initiatives across all sites.
• Maintain workforce compliance requirements, including employee screening and licensing obligations.
• Support audits, investigations and corrective action processes where required.

About You

To be successful in this role, you'll bring:

• Previous experience in an Operations Manager, Regional Manager, Hospitality Manager or Multi‑Site Leadership role (Or similar).
• Strong operational management experience within hospitality, cleaning, facilities management, accommodation services, food services or a similar service‑based environment.
• Demonstrated experience managing multiple sites and diverse workforces.
• Strong commercial acumen with experience managing budgets, labour costs and operational performance.
• Proven ability to build and maintain client relationships at all levels.
• Experience leading performance management, employee relations and workforce planning activities.
• Excellent communication, problem‑solving and decision‑making skills.
• Strong organisational skills with the ability to manage competing priorities.
• A proactive and hands‑on leadership style.
• Holds a current Australian Driver Licence (Mandatory).
• Holds a current National Police Check (or willingness to obtain).
• Has full Australian working rights.
• Ability to travel regularly across your portfolio as required.

Why Join Challenger?

• Competitive Salary Package + Car Allowance
• A senior leadership role with ownership of a diverse hospitality services portfolio
• The opportunity to influence operational strategy, service delivery and business performance
• Exposure to premium hospitality clients and high‑profile sites
• The ability to lead, mentor and develop teams across multiple locations
• A collaborative leadership environment where your ideas and expertise are valued
• Career progression opportunities within a growing national organisation
• Comprehensive onboarding, ongoing leadership support and professional development
• Employee Assistance Program (EAP)
• Employee benefits, reward and recognition initiatives

About Challenger Services Group

Challenger Services Group is a leading national provider of outsourced service solutions across hospitality, cleaning, security and integrated facilities services. With operations across Australia, we partner with some of the country's most recognised hotels, healthcare providers, commercial properties and major organisations.

At Challenger, our people are at the heart of everything we do. We are committed to creating safe, inclusive and supportive workplaces where employees are empowered to succeed, develop their careers and make a meaningful contribution to our clients and communities.

We value diversity and encourage applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse communities, veterans, and people living with disability.

If you're an experienced hospitality operations leader ready to make an impact, we'd love to hear from you. join Challenger Services Group.