Job description

The Operations Manager (Hotel Operations – Front Office, Housekeeping & Food & Beverage) at Accor under the Movenpick brand is responsible for overseeing the day-to-day operational performance of the Front Office, Housekeeping, and Food & Beverage departments, ensuring exceptional guest experiences, operational efficiency and adherence to brand standards. The role supports Department Heads in achieving service excellence and financial targets, while maintaining the company’s operational standards as agreed with the General Manager. The Operations Manager deputizes for the Cluster General Manager in their absence (in case there is no Resident Manager within the organization) and assumes responsibility for the day-to-day business without taking mid- and long-term strategic decisions that commit the operation without prior consultation. The position requires maintaining strong professional relationships with the supervisor, Department Heads, local authorities and key stakeholders. The role encompasses oversight of Rooms Division and Food & Beverage responsibilities as integral parts of the function. Core accountabilities include ensuring smooth service delivery across Front Office, Housekeeping and Food & Beverage, maintaining hotel interior and exterior areas under responsibility in excellent condition while controlling Repair & Maintenance expenses within budget, monitoring the maintenance request process to ensure compliance and engineering efficiency, and ensuring all operational standards, SOPs and internal policies are complete, updated and consistently followed. Financial responsibilities include maximizing revenue and profit within operational areas, exceeding operational budget targets, maintaining strict cost control over payroll, supplies and departmental expenses, supporting cross-selling initiatives, and assisting the General Manager in preparing the Annual Budget and Investment Plan covering replacements, investments and projects. Guest Experience and Service Quality responsibilities include handling guest complaints promptly and professionally, implementing corrective actions to prevent recurrence, converting dissatisfied guests into repeat customers through service recovery, ensuring staff appearance, hygiene and uniform standards, achieving Guest Satisfaction Score targets and meeting Quality Assurance standards and scores. Leadership responsibilities include leading daily operational priorities, conducting daily briefings with Department Heads, managing Duty Manager schedules and rotations, assuming the Duty Manager role when scheduled, conducting regular skills and technical training, and maintaining high levels of team morale, engagement and performance. Strategic and administrative duties include assisting the Cluster General Manager in reviewing and evaluating hotel operations, implementing action plans to enhance efficiency and guest experience, ensuring familiarity with company documentation including the Operational Standards Manual, and taking full operational responsibility during emergencies or in the absence of Department Heads. The role also includes strict adherence to hygiene, personal safety, environmental and confidentiality standards, including knowledge of hotel emergency procedures (fire, medical, bomb threat, black-out, evacuation), application of safety regulations, compliance with the Environment Charter sustainability program (energy saving, recycling, waste sorting), adherence to the Heartists Handbook and Hotel policies on Fire, Hygiene, Health and Safety, safeguarding confidential records and ensuring no disclosure of financial or sensitive information. The position requires prior experience as a Room Division Manager in the hospitality sector, strong leadership and communication capabilities, fluency in English with preference for Arabic, German or Russian, and prior experience in the UAE hospitality sector.