Senior Operations Manager (Hospitality & Property)

Location: Malate, Manila
Work Setup: On-site
Employment Type: Full-time, Permanent

About the Role

The Senior Operations Manager will take hands-on ownership of the day-to-day operations of a diversified hospitality and property portfolio, covering hotel operations, long-term residential rentals, property maintenance, and coordination with the condominium corporation.

This is a high-accountability operating role designed for an experienced hospitality or property operations professional who is ready to take broader business ownership. The successful candidate will initially be responsible for operational performance, OPEX management, people leadership, service standards, and process improvement, with a defined progression toward broader revenue and P&L ownership and eventual General Manager responsibilities.

The role is suited for an ambitious operator who is comfortable working closely with the owners, making operational decisions, managing multiple functions, and building the systems and team capabilities required to scale the business.

Key Responsibilities

1. Operations Management

• Lead the day-to-day operations across the hotel, residential rental portfolio, and related property operations.
• Ensure consistent service delivery, operational efficiency, and adherence to established standards.
• Oversee reception/front office, housekeeping, maintenance, rentals, and administrative functions through team leads and supervisors.
• Coordinate and manage third-party contractors and service providers.
• Identify operational gaps and implement corrective actions to improve efficiency, service quality, and customer experience.
• Establish clear accountability, performance standards, and operating routines across teams.

2. Financial & OPEX Management

• Take ownership of the operating expense (OPEX) budget and ensure spending remains within approved parameters.
• Monitor operating costs, identify cost-saving opportunities, and improve resource utilization.
• Establish appropriate internal controls and ensure operational expenses are properly monitored and documented.
• Work with the owners on budget planning, major operational expenditures, and business improvement initiatives.
• Develop recommendations based on operational and financial data.

3. Property & Facilities Management

• Oversee the upkeep, maintenance, cleanliness, safety, and functionality of the properties.
• Ensure preventive maintenance programs and repair requirements are properly managed.
• Coordinate with external contractors, suppliers, and service providers.
• Escalate major maintenance, renovation, and capital expenditure requirements to management with clear recommendations and cost implications.
• Maintain strong coordination with the condominium corporation and other relevant property stakeholders.

4. Hotel & Rental Operations

• Oversee the operational performance of the hotel and long-term residential rental portfolio.
• Monitor key operating metrics including occupancy, room rates, rental renewals, guest/customer satisfaction, operating costs, and service standards.
• Ensure effective execution of rental renewals and operational requirements.
• Support the improvement of hotel and rental revenue performance as the role progresses.
• Work with management on opportunities to improve asset utilization and develop additional revenue streams.

5. People Leadership & Team Development

• Lead and develop team leads and operational personnel across different functions.
• Establish performance expectations, KPIs, and accountability mechanisms.
• Coach team members and develop capable back-ups for key operational positions.
• Build a disciplined, service-oriented, and performance-driven operating culture.
• Address performance and manpower issues promptly and effectively.

6. SOPs, Controls & Process Improvement

• Develop, implement, and continuously improve operational SOPs and workflows.
• Standardize processes across hotel, rental, maintenance, and administrative operations.
• Establish operational reporting and KPI dashboards to support management decision-making.
• Strengthen internal controls and ensure compliance with established policies and procedures.
• Continuously identify opportunities to improve productivity, service quality, and operating margins.

7. Progression Toward General Management

As operational performance is demonstrated, the role will progressively take on broader commercial responsibilities, including:

• Occupancy and ADR execution.
• Rental pricing and renewal management.
• Revenue optimization.
• Broader financial and commercial decision-making.
• Contribution to business planning and growth initiatives.
• Evaluation of new revenue opportunities.
• Recommendations on capital allocation and property improvements.
• Increasing ownership of the overall P&L.

Key Performance Indicators

Performance will be evaluated based on measurable business and operational outcomes, including:

• OPEX performance versus approved budget.
• Operational efficiency and cost management.
• Hotel occupancy and ADR performance.
• Rental occupancy and renewal rates.
• Customer and guest satisfaction.
• Maintenance and property standards.
• SOP implementation and compliance.
• Team productivity, retention, and capability development.
• Quality and accuracy of operational reporting.
• Overall contribution to profitability and business improvement.

Qualifications:

• Bachelor's degree in Hospitality Management, Business Administration, Property Management, Operations Management, or a related field.
• 7+ years of relevant experience in hospitality, hotel operations, property operations, serviced residences, or a similarly complex operating environment.
• Experience managing multiple operational functions and leading supervisors or team leads.
• Strong understanding of hotel or property operations, including front office/reception, housekeeping, maintenance, and facilities.
• Demonstrated experience in OPEX management, budgeting, cost control, and operational reporting.
• Experience managing third-party contractors and service providers.
• Strong people leadership and team development capabilities.
• Commercially minded, with an understanding of revenue, occupancy, pricing, and profitability.
• Strong problem-solving, decision-making, and stakeholder management skills.
• Comfortable working in a hands-on, owner-led environment with significant operational accountability.
• High level of ownership, initiative, discipline, and execution.