Operations Lead

Operational Lead

Company: 360 View Point By Queens Mount

Job Purpose

To oversee and coordinate the overall hotel operation ensuring that all departments work effectively, department heads are accountable for their respective areas, company standards are maintained, and management receives timely and accurate updates on the hotel's overall performance. The role will work closely with all departments while excluding direct responsibility for Front Office operations.

Key Responsibilities

• Monitor the day-to-day operation of the hotel and ensure coordination between departments.
• Work closely with Department Heads to ensure departmental responsibilities, targets and standards are clearly understood and followed.
• Review and resolve operational issues and coordinate timely corrective actions with the relevant Department Head.
• Monitor guest experience, service standards, cleanliness, maintenance and other operational issues in coordination with the respective departments.
• Conduct regular departmental follow-ups and maintain an action tracker for pending issues, مسؤولities and deadlines.
• Provide management with regular consolidated updates on operational performance, key issues, risks and required decisions.
• Identify recurring operational gaps and recommend practical improvements to management.
• Supervise Department Heads in providing cross-departmental operational issues and ensure proper communication between teams.
• Monitor staff deployment and operational coverage in coordination with Department Heads and HR.
• Work with Department Heads on disciplinary matters, attendance, leave planning, discipline and other issues requiring management attention.
• Ensure all required company policies, procedures and operational standards are implemented across departments.
• Support the implementation and effective use of the HR system and other operational systems where relevant.
• Maintain confidentiality when handling employee and operational matters.
• Carry out any other operational responsibilities assigned by management.

Key Performance Areas

• Smooth coordination of overall hotel operations
• Timely closure of operational issues and action points
• Department Head accountability and follow-up
• Guest experience and service standards
• Cleanliness, maintenance and operational standards
• Staff deployment and operational coverage
• Quality and timeliness of management reporting
• Compliance with company policies and procedures

Requirements

• Higher Diploma level
• 1 Year experience in hospitality industry

Location

360 View Point by Queens Mount, Kandy