Department: Operations Reports To: Managing Director Location: Kalangala- (Applicant must be willing to relocate to Kalangala Employment Type: Full-time Age: 30-40rys
The GOM is the link between strategic decisions and the operationalization of the strategic goals and objectives of the organisation. (S)He works in close cooperation with the MD and is responsible for overseeing the day-to-day operations of the hotel resort and ensuring the highest standards of guest service, operational efficiency, staff performance, safety, and profitability.
The role involves coordinating all operational departments, including Front Office, Housekeeping, Food & Beverage, Maintenance, Security, Recreation, Events, construction sites and other guest-service functions. The General Operations Manager ensures that the resort consistently delivers an excellent guest experience while meeting business and financial objectives.
(S)He also works closely with all other Department Leads to effectively link all resort activities/projects, quality implementation and reporting.
Key Responsibilities:
Overall Operations Management
• Oversee the daily operations of the hotel resort and ensure smooth coordination between all departments. • Develop and implement operational policies, procedures, and standards. • Monitor service delivery and ensure compliance with the resort's quality standards. • Identify operational challenges and implement effective solutions. • Conduct regular inspections of guest rooms, public areas, restaurants, facilities, and other resort amenities. • Ensure the resort is properly staffed and operationally prepared for peak and low seasons.

Guest Experience • Ensure consistently high standards of guest service and hospitality. • Monitor guest feedback, reviews, complaints, and satisfaction levels. • Handle escalated guest complaints professionally and ensure appropriate follow-up. • Develop initiatives to improve guest satisfaction, loyalty, and repeat business. • Ensure that all employees maintain professional and courteous relationships with guests.
Staff Management and Leadership • Lead, motivate, and develop departmental managers and operational teams. • Establish clear performance expectations and monitor staff productivity. • Participate in recruitment, onboarding, training, disciplinary processes, and performance evaluations. • Promote teamwork, accountability, professionalism, and a positive workplace culture. • Ensure adequate staffing levels and effective duty schedules across departments. • Conduct regular management and departmental meetings.
Financial and Cost Management • Assist in preparing and managing the resort's annual operating budget. • Monitor departmental expenses, payroll, inventory, and operational costs. • Implement cost-control measures without compromising guest experience or service quality. • Monitor revenue performance in collaboration with Finance and Sales teams. • Review departmental financial reports and take corrective action where necessary. • Help maximize occupancy, revenue, profitability, and operational efficiency.
Food & Beverage Operations • Oversee the effective operation of restaurants, bars, room service, banqueting, and other F&B outlets. • Ensure high standards of food quality, presentation, hygiene, and customer service. • Monitor food and beverage costs, stock levels, wastage, and purchasing. • Ensure compliance with food safety and hygiene regulations.
Housekeeping and Facilities • Ensure high standards of cleanliness and presentation throughout the resort. • Work closely with Housekeeping and Maintenance teams to ensure guest rooms and facilities are properly maintained. • Monitor preventive maintenance programs and ensure timely resolution of maintenance issues. • Ensure all resort facilities, equipment, and infrastructure are safe and operational.
Health, Safety and Security • Ensure compliance with health, safety, fire, security, and environmental requirements. • Develop and maintain emergency procedures and crisis-management plans. • Conduct regular safety and security inspections. • Ensure incidents are properly documented, investigated, and addressed. • Promote a strong safety culture among employees and guests.
Procurement and Inventory • Work with Procurement and Stores teams to ensure timely availability of operational supplies. • Monitor purchasing, stock control, inventory levels, and supplier performance. • Ensure proper controls are in place to minimize wastage, losses, and unauthorized use of resources. • Manage and oversee all resort assets by maintaining an updated asset register and carry out periodic stock counts.
Sales, Marketing and Events • Work closely with Sales and Marketing to support occupancy and revenue objectives. • Ensure the resort is operationally prepared for conferences, weddings, corporate events, retreats, boat cruise, bike rides and other functions. • Support promotional activities and special events where required. • Develop strong relationships with key clients, tour operators, corporate customers, and other stakeholders.
Reporting and Performance Management • Prepare and submit regular operational reports to senior management. • Monitor key performance indicators such as occupancy, guest satisfaction, departmental costs, payroll, and profitability. • Review operational performance and implement continuous improvement initiatives. • Provide management with recommendations regarding staffing, facilities, services, and investments.
Key Performance Indicators (KPIs) Performance may be measured against: • Guest satisfaction and online review ratings • Occupancy and revenue performance • Departmental profitability • Labour and operating cost control • Food and beverage cost percentages • Staff productivity and retention • Health, safety, and compliance standards • Maintenance response and completion rates • Quality assurance and service standards • Successful execution of events and functions • Reduction in guest complaints and operational incidents
Qualifications and Experience • Bachelor's degree or diploma in Hotel Management, Hospitality Management, Business Administration, or a related field. • Minimum 5–8 years of progressive experience in hotel or resort operations, preferably with experience at management level. • Proven experience managing multiple hotel departments. • Experience in a resort, luxury hotel, lodge, or large hospitality operation is an advantage. • Strong knowledge of hotel operations, hospitality standards, budgeting, and cost control. • Experience in staff leadership, training, and performance management. • Knowledge of hotel property-management systems and standard hospitality software.
Required Skills and Competencies • Strong leadership and people-management skills. • Excellent communication and interpersonal skills. • Strong organizational and problem-solving abilities. • Guest-focused and service-oriented mindset. • Financial and commercial awareness. • Ability to work under pressure and make timely decisions. • Strong attention to detail. • Conflict-resolution and negotiation skills. • Ability to coordinate multiple departments and priorities. • High level of integrity, professionalism, and accountability. • Flexibility to work weekends, public holidays, evenings, and extended hours when operationally required.
Working Relationships
Internal: Managing Director, Department Heads, Finance, Human Resources, Sales & Marketing, Procurement, Maintenance, Security, and all resort employees.
External: Guests, suppliers, contractors, government/regulatory authorities, tour operators, corporate clients, event organizers, and other business partners.
Authority The General Operations Manager is authorized to make operational decisions within approved policies, procedures, and budgets and is expected to escalate significant financial, staffing, safety, legal, or reputational matters to the managing director.
Expected Leadership Standard The successful candidate will lead by example and create a culture of excellent service, accountability, teamwork, discipline, efficiency, and continuous improvement, ensuring that every guest receives a memorable and consistently high-quality resort experience.
How to Apply:All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section

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