Head of Operations (Front Office - Hotel Background Only)

Ascot Hospitality; Gurugram District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Savoy Suites at Manesar, near Gurugram, Haryana, seeks a Head of Operations (Front Office background). Lead daily hotel operations, champion guest experience, and drive revenue growth while ensuring regulatory compliance and financial discipline.

Role requires extensive hospitality leadership, cross-functional management, and a track record of delivering service excellence in luxury or upscale properties. Based on-site with strategic ownership of SOPs and performance KPIs.

Qualifications

• Bachelor's degree in Hotel/ Hospitality Management or related discipline.
• 15 to 30 years of progressive hotel operations experience.
• Minimum 8–10 years in a senior operational leadership role.
• Experience in luxury, upscale, business, boutique, or resort hotels preferred.
• Multi-property or chain hotel experience is an advantage.

Responsibilities

• Direct and oversee day-to-day hotel operations across Front Office, Housekeeping, F&B, Kitchen, Engineering, Security and Guest Services.
• Drive guest-centric service and ensure swift resolution of guest concerns and complaints.
• Lead and develop departmental heads; build a high-performance culture and succession plans.
• Prepare and manage budgets; optimize costs while driving revenue and GOP growth.
• Ensure compliance with health, safety, fire, food safety, and hospitality regulations.

Skills

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

Communication & Interpersonal Skills

Emotional Intelligence

Education

Bachelor's Degree in Hotel Management

Tools

Hotel PMS

Revenue Management Systems

Microsoft Office Suite

Operational Reporting & Dashboards

Inventory & Procurement Systems

Job description

Role: Head of Operations (Front Office - Hotel Background only),

(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
• Labor 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, 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.