Operations Manager

Job Purpose

As the Operations Manager at Crowne Plaza Kingston, you will lead the day-to-day hotel operations, ensuring all departments deliver seamless guest experiences while driving operational efficiency, revenue growth, and team development. You will work closely with the General Manager to uphold IHGs brand standards and service philosophy while maximizing guest satisfaction and business profitability. In the absence of the Hotel Manager, you will take full responsibility for hotel operations.

Key Responsibilities

Operational Excellence

• Oversee daily operations across Front Office, Food & Beverage, Housekeeping, Sales & Events, and Conference & Banqueting to ensure a smooth, high-performing operation.
• Champion IHGs Service Excellence and Way of Clean standards to maintain a superior guest experience.
• Conduct regular property inspections and implement action plans to enhance service delivery.
• Ensure compliance with IHG brand standards, health & safety regulations, and operational best practices.
• Work closely with Housekeeping and Engineering to maintain property standards and guest comfort.
• Take a hands-on approach during peak operational periods, ensuring seamless execution of services.
• Monitor guest feedback (IHG HeartBeat, Medallia, online reviews) and implement improvement strategies.

Guest Experience & Service Excellence

• Act as a guest experience champion, ensuring service recovery and exceeding guest expectations.
• Build strong guest relationships and handle escalated issues with professionalism and efficiency.
• Promote IHG One Rewards by engaging guests and encouraging loyalty enrollments.
• Ensure all teams are trained on IHG True Hospitality and customer engagement best practices.

Financial & Revenue Management

• Support revenue generation through effective occupancy management, upselling, and F&B strategies.
• Monitor financial performance (P&L, GOP, ADR, RevPAR) and implement cost control measures.
• Assist in forecasting, budgeting, and financial planning to achieve profit goals.
• Ensure labor and operational costs are controlled in line with budgeted targets.

Leadership & Team Development

• Lead and develop department heads to drive engagement, productivity, and team culture.
• Provide ongoing training, coaching, and performance management for operational teams.
• Conduct departmental meetings to align teams on goals, performance, and guest feedback.
• Recruit, onboard, and mentor high-performing talent in line with IHG’s Winning Ways.

Sales, Marketing & Business Development

• Collaborate with the Sales & Events team to maximize MICE (Meetings, Incentives, Conferences & Events) revenue.
• Identify opportunities to upsell F&B, accommodation, and corporate packages.
• Strengthen relationships with corporate clients, travel agents, and key partners.
• Drive hotel visibility within the local community and business market through strategic initiatives.

Risk & Compliance Management

• Ensure compliance with IHG safety standards, food hygiene, fire safety, DDA, and local regulations.
• Conduct risk assessments and implement preventive measures.
• Serve as the primary point of contact for safety and crisis management situations.

Qualifications & Experience

• Bachelor’s degree in Hotel Management, Business Administration, or related field.
• 5+ years of hotel operations experience, preferably within a full-service, upscale hotel.
• Strong Food & Beverage, Conference & Banqueting, and Front Office experience.
• Experience managing teams, training staff, and driving service excellence.
• Proficiency in IHG systems (Opera, Concerto, Winning Metrics, IHG Way of Clean, Medallia, HeartBeat).
• Strong financial acumen, with experience managing P&L, forecasting, and cost control.

Personal Attributes & Competencies

• Guest-focused leader with a passion for service excellence.
• Strong problem-solving and decision-making skills in a fast-paced environment.
• Ability to motivate, mentor, and develop teams to deliver outstanding results.
• Highly adaptable and flexible, able to work evenings, weekends, and holidays as required.
• Excellent communication and interpersonal skills with a proactive and hands-on approach.
• Ability to analyze operational challenges and implement creative solutions.

Why Join Crowne Plaza & IHG?

At Crowne Plaza, we empower our leaders to deliver business-class hospitality with a personal touch. As part of IHG Hotels & Resorts, you’ll enjoy:
✔ Career growth across 6,000+ IHG properties worldwide
✔ Competitive salary and benefits package
✔ Learning & development through IHG Academy
✔ Exclusive IHG One Rewards travel perks
✔ A collaborative, inclusive work culture that values innovation and guest satisfaction

If you’re a dynamic, results-driven leader ready to make an impact, apply now and be part of our journey at Crowne Plaza Kingston!