Operation Manager

To manage, train, and lead all departments of The Grand Leela Resort by creating strong Standard Operating Procedures (SOPs), improving service quality, and ensuring smooth daily operations. The Operations Manager will be responsible for building discipline, professionalism, and efficiency across the resort and making it a well-polished hospitality property.

• Key Responsibilities:1. Department & HOD ManagementOversee all departments: Front Office, Housekeeping, F&B, Kitchen, Maintenance, Security, and Events.
• Supervise and guide all Heads of Departments (HODs) in their daily work.
• Conduct daily department meetings and weekly performance reviews.
• Ensure every department follows clear work processes and timelines.
• 2. SOP Creation & ImplementationCreate Standard Operating Procedures (SOPs) for:
• 
  
• Guest handling
• Housekeeping & cleanliness
• Event & banquet operations
• Staff behavior & grooming
• Maintenance & safety
• Train staff and HODs on these SOPs.
• Monitor compliance and take corrective action when standards are not followed.
• 3. Staff Training & DevelopmentTrain staff on hospitality etiquette, service quality, and guest experience.
• Coach HODs to become better leaders and decision-makers.
• Build a professional work culture and discipline system.
• 4. Resort Polishing & Quality ControlEnsure the resort looks premium, clean, and well-maintained at all times.
• Regular inspection of rooms, lawns, banquet halls, washrooms, and common areas.
• Identify weak areas and upgrade service standards continuously.
• 5. Guest Experience ManagementHandle VIP guests and escalated complaints personally.
• Ensure high guest satisfaction and positive feedback.
• Improve guest journey from entry to checkout.
• 6. Events & Operations ExecutionEnsure smooth execution of weddings, parties, and corporate events.
• Coordinate between kitchen, service staff, decorators, and vendors.
• Ensure commitments given to clients are delivered properly.
• 7. Reporting & AccountabilitySubmit daily and weekly operational reports to management.
• Track department performance, staff attendance, and discipline.
• Suggest improvements and systems for long-term growth.
• Authority & Accountability:Full authority over day-to-day resort operations.
• Responsible for department performance and service quality.
• Direct reporting to Owner / General Manager.