Head of Operations

Ascot Hotels; Gurugram District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Ascot Hotels is seeking a strategic Head of Operations for Savoy Suites at Manesar, near Gurugram, Haryana. The role leads day-to-day hotel operations, drives guest experience, and aligns departments to achieve service excellence and profitability.

The ideal candidate will have 15–30 years in hotel operations, 8–10 years in senior leadership, and experience with luxury or upscale properties. A multi-property background is advantageous and a strong focus on standards and compliance will be

Qualifications

• Bachelor's Degree in Hotel Management, Hospitality Management, Business Administration, or related discipline.
• 15 to 30 years of progressive experience in hotel operations.
• Minimum 8-10 years in a senior operational leadership role.
• Experience in luxury, upscale, business, boutique, or resort hotels preferred.
• Experience with multi-property or chain hotels will be an advantage.

Responsibilities

• Direct and oversee day-to-day operations of all hotel departments.
• Lead guest experience and service excellence to exceed expectations.
• Mentor departmental heads and build a high-performance culture.
• Manage budgets, cost control, and profitability initiatives.
• Ensure compliance with health, safety, fire, and hospitality regulations.
• Collaborate with Sales, Marketing, and Revenue teams to optimize occupancy and revenue.
• Oversee vendor management, procurement, and preventive maintenance.
• Prepare and present operational performance reports and KPIs.

Skills

Strategic Leadership

Guest Experience Management

Team Leadership

Decision Making

Operational Planning

Education

Bachelor's Degree in Hotel Management

Hospitality Management or related discipline

Tools

PMS

MS Office Suite

Revenue Management Systems

Job description

Job Description:

Role: Head of Operations (for Savoy Suites at Manesar, Near Gurugram, Haryana)

Position Summary

The Head of Operations is responsible for providing strategic and operational leadership for the hotel's day-to-day operations, ensuring exceptional guest experiences, operational excellence, and sustainable business performance. The role oversees all operational departments to ensure seamless service delivery, regulatory compliance, cost optimisation, and adherence to brand and company standards. Working closely with senior leadership, the Head of Operations drives operational efficiency, revenue growth, profitability, and continuous improvement while fostering a high-performance, guest-centric culture. The position is accountable for achieving key business objectives through effective people leadership, cross-functional collaboration, quality assurance, and sound financial management.

Key Responsibilities

1. Hotel Operations Management

• Direct and oversee the day-to-day operations of all hotel departments, including Front Office, Housekeeping, Food & Beverage, Kitchen, Engineering & Maintenance, Security, Guest Services, Recreation, and Facilities.
• Ensure seamless coordination between departments to deliver a consistently high standard of guest service.
• Develop, implement, and continuously improve Standard Operating Procedures (SOPs) and operational policies.
• Monitor operational performance, occupancy, service delivery, and productivity to ensure business objectives are achieved.
• Lead operational planning for peak seasons, special events, and high-occupancy periods.
• Oversee daily hotel operations across all departments, including Front Office, Housekeeping, Food & Beverage, Maintenance, Security, and Guest Services.
• Ensure smooth coordination between departments.
• Monitor occupancy, revenue, and operational performance.
• Develop and implement Standard Operating Procedures (SOPs).

2. Guest Experience & Service Excellence

• Champion a guest-centric culture that consistently exceeds guest expectations.
• Ensure prompt and effective resolution of guest concerns, complaints, and service recovery situations.
• Personally manage VIP guests and key customer relationships.
• Review guest feedback from online platforms and internal surveys, implementing corrective and preventive actions where required.
• Drive continuous improvement initiatives to enhance guest satisfaction and loyalty.

3. Leadership & People Management

• Lead, mentor, coach, and develop departmental heads and operational teams.
• Build a high-performance culture focused on accountability, collaboration, innovation, and customer service excellence.
• Identify training and development needs and ensure effective succession planning.
• Conduct performance reviews and establish measurable performance goals.
• Ensure compliance with company policies, HR practices, and employee engagement initiatives.

4. Financial & Commercial Management

• Prepare, monitor, and manage departmental budgets and operational expenditures.
• Drive profitability through cost optimization, resource planning, and operational efficiencies.
• Monitor and improve key commercial metrics including:
• Occupancy
• ADR (Average Daily Rate)
• RevPAR (Revenue per Available Room)
• GOP (Gross Operating Profit)
• Food Cost
• Labour Cost
• Departmental Profitability
• Support revenue management strategies to maximize room and F&B revenue.
• Identify opportunities for revenue enhancement and cost savings without compromising guest satisfaction.

5. Quality Assurance, Compliance & Risk Management

• Ensure full compliance with statutory regulations, health & safety standards, fire safety, food safety, and hospitality regulations.
• Maintain the highest standards of cleanliness, hygiene, maintenance, and presentation across the property.
• Conduct regular operational audits and ensure timely implementation of corrective actions.
• Minimize operational risks and ensure business continuity through effective contingency planning.

6. Sales & Business Development Support

• Collaborate with the Sales, Marketing, and Revenue teams to maximize occupancy and revenue opportunities.
• Support promotional campaigns, corporate partnerships, and guest engagement initiatives.
• Monitor market trends, competitor performance, and customer preferences to recommend business improvements.
• Participate in strategic planning to support long-term business growth.

7. Vendor, Asset & Facility Management

• Manage vendor relationships, service contracts, and procurement activities.
• Ensure efficient inventory control and cost-effective purchasing practices.
• Oversee preventive maintenance schedules and capital improvement projects.
• Ensure optimal utilization and upkeep of hotel assets, infrastructure, and equipment.

8. Reporting & Performance Monitoring

• Prepare and present daily, weekly, monthly, and annual operational reports.
• Analyse operational and financial performance against established KPIs.
• Present actionable insights and improvement plans to senior management.
• Use operational data to support strategic decision-making and continuous improvement initiatives.

Core Competencies

• Strategic Leadership
• Hotel Operations Management
• Guest Experience Management
• Financial & Commercial Acumen
• Revenue Optimization
• Budget Planning & Cost Control
• Team Leadership & Talent Development
• Decision-Making & Problem Solving
• Conflict Resolution & Service Recovery
• Operational Planning & Execution
• Stakeholder & Vendor Management
• Quality Assurance & Compliance
• Change Management
• Excellent Communication & Interpersonal Skills
• High Emotional Intelligence and Professional Integrity

Technical Skills

• Hotel Property Management Systems (PMS)
• Revenue Management Systems
• Microsoft Office Suite (Excel, Word, PowerPoint)
• Operational Reporting & Dashboard Management
• Inventory & Procurement Systems

Key Performance Indicators (KPIs)

• Guest Satisfaction Index (GSI) / Net Promoter Score (NPS)
• Occupancy Percentage
• ADR (Average Daily Rate)
• RevPAR (Revenue per Available Room)
• GOP (Gross Operating Profit)
• Departmental Profitability
• Food Cost & Beverage Cost
• Labour Cost Percentage
• Employee Engagement & Retention
• Staff Productivity
• Guest Complaint Resolution Time
• Online Reputation Ratings
• Audit & Compliance Scores
• Preventive Maintenance Compliance
• Budget Adherence

Working Relationships

Internal

• COO
• Department Heads
• Finance
• Human Resources
• Sales & Marketing
• Revenue Management
• Procurement

External

• Guests
• Vendors & Suppliers
• Government Authorities
• Regulatory Bodies
• Corporate Clients
• Travel Partners

Success Profile

The ideal candidate is a highly driven hospitality professional with strong commercial acumen, proven leadership capability, and a passion for operational excellence. They inspire teams, improve business performance, enhance guest satisfaction, and deliver sustainable profitability while maintaining the highest standards of service and compliance.

Qualifications

Education

• Bachelor's Degree in Hotel Management, Hospitality Management, Business Administration, or a related discipline.
• Experience
• 15 to 30 years of progressive experience in hotel operations.
• Minimum 8-10 years in a senior operational leadership role.
• Experience in luxury, upscale, business, boutique, or resort hotels preferred.
• Experience with multi-property or chain hotels will be an advantage.