Operations Manager

Employer: 7O7 Hotel
Department: Hotel Operations
Duty Station: Ishaka, Uganda
Reports To: General Manager / Hotel Ownership

Job Purpose
To lead and coordinate the hotel’s daily operations, ensuring excellent guest experience, consistent service standards, efficient use of resources, staff accountability, regulatory compliance and achievement of operational and financial targets.

Key Duties and Responsibilities
• Oversee daily operations across front office, housekeeping, food and beverage, kitchen, stores, maintenance, security and other hotel functions.
• Establish and monitor service standards, operating procedures, duty rosters and departmental work plans to ensure smooth and consistent service delivery.
• Supervise department heads and staff, allocate responsibilities, monitor attendance and performance, coach employees and address operational issues promptly.
• Ensure guests receive professional, courteous and timely service; handle complaints and escalated issues and follow through on corrective actions.
• Monitor room occupancy, reservations, event schedules and service capacity in coordination with relevant teams.
• Work with finance and marketing to monitor revenue, expenditure, departmental performance, cost control, sales opportunities and budget implementation.
• Review daily operational reports, guest feedback, stock usage, wastage, maintenance issues and service incidents; use findings to improve performance.
• Ensure purchasing, receiving, storage and inventory processes are followed and that stock losses, wastage and unauthorised use are minimised.
• Coordinate preventive maintenance and timely repair of rooms, equipment, utilities and facilities, maintaining a safe and welcoming environment.
• Ensure compliance with applicable health, food safety, fire safety, security, licensing, employment and other relevant requirements.
• Promote hygiene, cleanliness, occupational safety, security and responsible handling of guest and staff information.
• Support recruitment, induction, training, performance reviews, staff discipline and employee engagement in coordination with management.
• Build positive relationships with suppliers, local businesses, corporate customers, event organisers and other stakeholders.
• Prepare regular operational reports, identify risks and recommend practical improvements to management.
• Lead emergency response and incident reporting in line with hotel procedures, and perform other related duties assigned by management.

Qualifications and Experience
• Diploma or bachelor’s degree in Hospitality Management, Hotel Management, Business Administration or a related field.
• Relevant experience in hotel or hospitality operations, including experience supervising teams or multiple departments.
• Understanding of front-office operations, housekeeping, food and beverage service, inventory control and guest relations.
• Ability to interpret operational and basic financial reports and manage budgets, costs and resources.
• Working knowledge of relevant hospitality standards, health and safety procedures and regulatory requirements.

Core Competencies
• Strong leadership, planning and decision-making.
• Guest-service orientation and conflict resolution.
• Commercial awareness and cost-consciousness.
• Communication, coordination and staff development.
• Problem-solving, accountability and attention to detail.
• Ability to remain calm and effective during busy periods.

Key Performance Indicators (KPIs)
• Guest satisfaction, complaint resolution and service quality.
• Room occupancy, revenue and event-service performance against agreed targets.
• Cost control, stock accountability and reduction of avoidable wastage.
• Staff productivity, attendance, training and adherence to service standards.
• Facility upkeep, cleanliness, safety and regulatory compliance.
• Timely and accurate operational reporting and closure of corrective actions.

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Job Detail

Job Description

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