Operations Manager

1. Operational Oversight & Quality Control

• Oversee day-to-day operations across accommodation, spa, F&B, events, and curio shop.
  

• Ensure strict adherence to SOPs, safety protocols, and service quality standards.
  

• Establish a regular quality audit schedule and drive continuous improvement initiatives.
  

• Monitor guest experience metrics and lead interventions to enhance service delivery.
  

2. Guest Relations (Individual and Corporate)

• Oversee the guest experience process, ensuring that all guests receive seamless, high-quality service from arrival to departure.
  

• Handle guest feedback and complaints promptly and professionally to maintain highmsatisfaction.
  

• Build and maintain long-term relationships with key corporate and institutional clients.
  

3. Team Management & Development

• Supervise departmental heads and frontline staff, ensuring clear performance targets and accountability.
  

• Lead recruitment, onboarding, training, and continuous development programs.
  

• Foster a positive, collaborative work culture aligned with Le Pristine’s wellness ethos.
  

4. Community Engagement & Networking

• Spearhead the building and maintenance of relationships with local communities, groups, and associations to drive brand goodwill and bookings.
  

• Represent Le Pristine at local forums, events, and hospitality/tourism networks.
  

• Support the development of community-based wellness initiatives and partnerships aligned to the brand.
  

5. Communication & Coordination

• Ensure smooth internal communication and collaboration between departments.
  

• Maintain timely operational reporting and updates to the Board.
  

• Coordinate with the marketing team, business development, and outsourced agency to align campaigns with operational readiness.
  

6. Financial & Administrative Management

• Support the implementation and utilization of the ERP system and ensure timely reporting of sales, occupancy, expenses and other operational reports
  

• Work closely with the Accountant to monitor budgets, control costs, and track departmental performance.
  

• Prepare monthly operational reports for the Board of Directors.
  

7. Policy and Wellness Vision Integration

• Champion Le Pristine’s wellness philosophy by ensuring that operational activities and guest services reflect the organization’s core wellness values.
  

• Translate the wellness vision into daily operations by embedding it within SOPs, service standards, and staff culture.
  

• Monitor compliance and consistency across departments to ensure alignment with
  

• Le Pristine’s strategic direction and wellness objectives
  

REQUIRED SKILLS AND COMPETENCIES

• Operational Leadership & Process Management – Ability to oversee multi-departmental hospitality operations, enforce SOPs, and continuously improve processes for efficiency and service excellence.
  

• Guest Relations & Service Excellence – Strong interpersonal and customer servicemskills to handle VIP and corporate guests, resolve complaints, and deliver consistentlymhigh guest satisfaction.
  

• Community Engagement & Networking – Capacity to build strategic relationshipsmwith local communities, tourism stakeholders, and corporate partners to enhance Le Pristine’s brand and drive bookings.
  

• Quality Control & Performance Management – Proven ability to set quality standards, implement regular audits, monitor KPIs, and ensure accountability and high performance across teams.
  

• Communication & Team Leadership – Excellent communication, coaching, and coordination skills to align staff, inspire teams, and maintain seamless cross-departmental collaboration.
  

• Reporting & Data-Driven Decision Making – Proficiency in tracking, analyzing,and reporting operations data to guide strategic actions.
  

EDUCATION AND EXPERIENCE

• Bachelor’s Degree in Hospitality Management, Business Administration, or a related field.
  

• Minimum 7 years in hospitality operations, including at least 2 years in a management position.
  

• Proven ability to lead multi-departmental teams and drive operational improvements. skills.
  

• Financial acumen and understanding of hotel revenue drivers.
  

• Familiarity with hospitality systems (PMS/ERP/CRM) and MS Office Suite.
  

• Ability to demonstrate strength in at least 3 of the required skills and competencies.
  

REPORTING LINE

The Operation Manager will report directly to the Director/CEO and collaborate closely with department heads and directors to drive exceptional guest experiences and operational efficiency.