Position: Operations Manager

Property: Grand Palace Resorts, Yercaud
Department: Operations
Reports To: Managing Director / General Manager
Location: Yercaud, Tamil Nadu

1. Job Purpose

To oversee and manage the overall day-to-day operations of Grand Palace Resorts, ensuring smooth functioning of all departments, excellent guest satisfaction, operational efficiency, revenue growth, cost control and adherence to company policies and hospitality standards.

The Operations Manager is responsible for coordinating all operational departments and ensuring that the resort delivers a consistent, high-quality guest experience while achieving business objectives.

2. Key Responsibilities

A. Overall Resort Operations

- Manage and supervise the overall day-to-day operations of the resort.
- Ensure smooth coordination between all departments.
- Monitor daily operational activities and ensure compliance with company SOPs.
- Conduct daily operational meetings with all department heads.
- Identify operational challenges and implement corrective actions.
- Ensure proper maintenance, cleanliness and upkeep of the entire property.

B. Front Office & Guest Relations

- Supervise Front Office operations, reservations coordination, check-in and check-out procedures.
- Ensure excellent guest service throughout the guest journey.
- Handle guest complaints, escalations and service recovery.
- Monitor online guest reviews and ratings across OTAs and other platforms.
- Ensure proper coordination between Front Office, Housekeeping and other departments.
- Focus on improving guest satisfaction and repeat bookings.

C. Housekeeping & Property Maintenance

- Monitor housekeeping standards, room cleanliness and public area maintenance.
- Conduct regular room inspections and surprise quality checks.
- Ensure timely room readiness and room allocation.
- Coordinate with the Maintenance team to resolve operational issues.
- Monitor linen, guest amenities, cleaning materials and housekeeping inventory.
- Ensure the resort maintains high standards of hygiene and presentation.

D. Food & Beverage Operations

- Monitor restaurant, kitchen and food service operations.
- Ensure food quality, presentation and service standards.
- Coordinate with the Executive Chef and F&B; team.
- Monitor food costs, wastage and inventory.
- Ensure compliance with food safety and hygiene requirements.

E. SPA & Holiday Activities

- Supervise SPA operations and guest activity services.
- Ensure proper scheduling and coordination of guest activities.
- Monitor staff performance and service quality.




- Identify opportunities to improve guest engagement and generate additional revenue.

F. Revenue & Business Development

- Coordinate with the Sales, Reservations and Revenue Management teams.
- Monitor room occupancy, Average Daily Rate (ADR) and Revenue Per Available Room (RevPAR).
- Focus on increasing room revenue and overall resort revenue.
- Monitor OTA performance, guest feedback and booking trends.
- Identify opportunities for upselling, cross-selling and additional revenue generation.
- Support promotional activities and business development initiatives.

G. Financial Management & Cost Control

- Monitor departmental expenses and operational budgets.
- Control food costs, manpower costs, utilities and other operating expenses.
- Prevent unnecessary expenditure and operational wastage.
- Monitor departmental stock and inventory management.
- Ensure proper control over cash handling and financial transactions.
- Review daily revenue and operational reports.

H. Human Resource & Team Management

- Coordinate with the HR Department regarding manpower planning and recruitment requirements.
- Ensure adequate staffing in all operational departments.
- Monitor staff attendance, grooming, discipline and performance.
- Conduct regular training programmes for employees.
- Identify training requirements and improve employee productivity.
- Ensure proper communication and coordination among department heads.
- Recommend performance improvement, recognition and disciplinary action wherever required.

I. Safety, Security & Compliance

- Ensure guest and employee safety within the property.
- Monitor fire safety, emergency procedures and security arrangements.
- Ensure compliance with applicable statutory requirements and company policies.
- Conduct regular safety inspections.
- Ensure proper maintenance of safety equipment and emergency records.

3. Daily Reporting & Monitoring

The Operations Manager must ensure the preparation and review of the following reports:

- Daily Occupancy and Room Revenue Report.
- Daily Arrival and Departure Report.
- VIP Guest and Guest Feedback Report.
- Guest Complaint and Resolution Report.
- Room Status and Housekeeping Report.
- Food & Beverage Sales and Cost Report.
- Staff Attendance and Manpower Report.




- Maintenance and Pending Work Report.
- Daily Cash and Revenue Verification Report.
- Operational Issues and Action Taken Report.

All important operational reports and escalations must be submitted to the General Manager / Management as per the prescribed reporting schedule.

4. Key Performance Indicators (KPIs)

The Operations Manager's performance will be evaluated based on:

- Overall guest satisfaction and online review ratings.
- Room occupancy and revenue growth.
- ADR and RevPAR improvement.
- Departmental cost control and profitability.
- Housekeeping and room quality standards.
- Food and beverage service quality.
- Staff productivity and employee discipline.
- Reduction in guest complaints.
- Compliance with SOPs and operational standards.
- Timely submission of reports.
- Effective coordination between all departments.

5. Required Qualifications & Experience

- Degree or Diploma in Hotel Management / Hospitality Management.
- Minimum 5–8 years of experience in the hospitality industry.
- Previous experience in managing resort or hotel operations.
- Strong knowledge of Front Office, Housekeeping, F&B; and guest relations.
- Knowledge of hotel PMS, CRS, OTA platforms and operational reporting.
- Good leadership, communication and decision-making skills.
- Strong knowledge of cost control and revenue management.

6. Skills & Competencies

- Leadership and team management.
- Guest relationship management.
- Problem-solving and decision-making.
- Operational planning and execution.
- Financial and cost management.
- Staff training and development.
- Communication and interpersonal skills.
- Ability to work under pressure.
- Strong accountability and ownership.

7. General Expectations

- Maintain complete responsibility and accountability for the overall resort operations.
- Ensure all departments function according to company SOPs.
- Maintain skilled hospitality standards.
- Take immediate corrective action on operational shortcomings.
- Ensure maximum guest satisfaction and operational profitability.
- Maintain transparency and regular communication with management.
- Perform any additional operational responsibilities assigned by the Management.

Pay: ₹80,000.00 - ₹100,000.00 per month

Benefits:

- Cell phone reimbursement
- Food provided
- Health insurance
- Internet reimbursement
- Provident Fund

Application Question(s):

- Are you from Tamilnadu?
- How old are you?
- How many years experience in the Hotel Industry?
- What is your designation in the last 2 Hotels?
- What is your marital status?

Work Location: In person

📌 Operations Manager (Yercaud)
🏢 HOTEL GRAND PALACE, YERCAUD
📍 Yercaud