Operations Manager
About the role
We are looking for a hands-on and driven Operations Manager to oversee the day-to-day operations across Front Office, Housekeeping, Engineering, and Kitchen (Breakfast Operations).
This role is critical in ensuring operational excellence, consistent service delivery, and strong guest satisfaction performance. The successful candidate will lead improvements in cleanliness standards, service efficiency, maintenance response, and overall guest experience, with a strong focus on Medallia and IHG performance metrics.
What you'll be doing
Operations Leadership- Lead and manage daily hotel operations across Front Office, Housekeeping, Engineering, and Breakfast Operations
- Ensure smooth day-to-day running of all operational departments with strong coordination and communication
- Drive improvements in guest satisfaction scores (Medallia, guest reviews, cleanliness, service delivery)
- Identify service gaps and implement corrective action plans to enhance guest experience
- Ensure consistent delivery of IHG brand standards
- Strengthen housekeeping quality controls and inspection processes
- Ensure room readiness, cleanliness consistency, and adherence to brand standards
- Improve preventive maintenance programmes and response time for guest requests
- Ensure all maintenance issues are tracked, resolved, and closed in a timely manner
- Improve inter-departmental coordination to minimise recurring guest issues
- Monitor productivity, labour utilisation, and operational costs
- Drive process improvements to enhance efficiency and service delivery
- Coach, guide, and develop department heads and frontline team members
- Build a strong operations team with accountability and ownership
- Support training and capability building across departments
- Ensure compliance with IHG brand standards, audit requirements, and internal policies
- Maintain high standards of operational governance and safety
- Minimum 5–8 years of hotel operations experience, with at least 2 years in a leadership role
- Strong operational knowledge across Front Office, Housekeeping, and Engineering
- Experience in IHG or international hotel brands will be an advantage
- Proven track record in improving guest satisfaction scores and operational performance
- Strong leadership, problem-solving, and decision-making skills
- Hands-on, detail-oriented, and able to work in a fast-paced environment
- Strong interpersonal and communication skills
What we offer
We are committed to providing our employees with a supportive and rewarding work environment. Some of the key benefits include:
- Competitive remuneration and performance-based bonuses
- Comprehensive healthcare and insurance coverage
- Annual leave, Birthday leave, Flexi Benefits & Duty meals
- Opportunities for professional development and career advancement
- Discounts on our hospitality services and products at all IHG Hotels worldwide
About us
What’s more, because your career will be as unique as you are, we’ll give you all the tailored support you need to make a great start, be involved and grow.
And because the Holiday Inn Express brand belongs to the IHG family of brands, you’ll also benefit from all of the opportunities that come from being part of a successful, global hospitality company with over 6,888 hotels in over 100 countries around the world.
Apply now to join our dynamic team as the Operations Manager and be a part of our continued success story. Hit the 'Apply' button. Start your journey with us today.