Operations Manager

jardine service centre; Philippines; On-site; PHP 600,000 - 800,000; Full time

Job summary

jardine service centre is seeking an experienced Operations Manager to lead and manage hotel reservation operations in the Philippines. This role is responsible for overseeing multiple teams, ensuring service excellence, and driving operational efficiency within a fast-paced environment.

The ideal candidate will have at least 5 years of experience in hospitality and proven leadership skills. The position supports hybrid work arrangements and emphasizes continuous improvement and client satisfaction.

Qualifications

• At least 5 years of experience in hotel reservation, travel, or hospitality.
• Proven leadership experience managing Supervisors and large teams.
• Excellent English communication skills (verbal and written).

Responsibilities

• Oversee operations of hotel reservation accounts.
• Manage Team Leads to achieve operational goals.
• Drive performance against KPIs and productivity.

Skills

Leadership and people management

Analytical skills

Stakeholder management

Communication skills

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Hotel reservation systems (Opera, SynXis, CRS/PMS)

Job description

The Operations Manager is responsible for leading and managing the overall performance of hotel reservation operations. This role oversees multiple teams, ensures service excellence, drives operational efficiency, and delivers business results aligned with client expectations. The Operations Manager plays a key role in strategic planning, people development, and continuous improvement within a fast‑paced hospitality environment.

RESPONSIBILITIES

• Oversee end‑to‑end operations of hotel reservation accounts (calls, chat, email)
• Manage and lead Team Leads to achieve operational goals
• Drive performance against KPIs and productivity
• Develop and implement strategies to improve service delivery and customer satisfaction
• Monitor workforce planning, staffing, and scheduling to optimize resource utilization
• Handle high‑level escalations and ensure resolution of complex customer issues
• Collaborate with clients and stakeholders to align on business objectives and expectations
• Lead business reviews, performance reporting, and operational updates
• Drive revenue generation through upselling, conversion improvement, and occupancy strategies
• Identify process improvement opportunities and implement best practices
• Ensure compliance with company policies, client guidelines, and quality standards

QUALIFICATIONS

• Bachelor's degree or equivalent experience
• At least 5 years of experience in hotel reservation, travel, or hospitality accounts
• Proven leadership experience managing Supervisors and large teams
• Strong leadership and people management skills
• Excellent stakeholder and client management ability
• Strong analytical and decision‑making skills
• Excellent English communication (verbal and written)
• Proficiency in reporting tools and Microsoft Office
• Experience with hotel reservation systems (Opera, SynXis, CRS/PMS)
• Ability to drive performance and continuous improvement initiatives
• Ability to manage high‑pressure business environments and deliver results
• Experience in handling 24/7, omni‑channels (voice & non‑voice) accounts is required
• Amenable to working on shifting schedules
• Amenable to hybrid work arrangement

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

We are an equal opportunity employer and do not discriminate on the grounds of sex, race, disability, family status or any other factors.