Job Title
Operations Manager / Resident Manager
Location
Nainital, Uttarakhand (On-site)
Employment Type
Full-time
Company
The Grand Hotel Nainital
(A heritage boutique hotel)
Job Description
We are looking for an experienced Operations Manager / Resident Manager to lead day-to-day hotel operations at The Grand Hotel Nainital. This is a hands-on leadership role requiring strong operational control, guest focus, team management, and financial discipline.
The role involves complete ownership of hotel operations, service quality, staff performance, and guest experience, while working closely with ownership and the central management team.
Key Responsibilities
Hotel Operations
- Oversee end-to-end operations across Front Office, Housekeeping, F&B, Engineering, and Security
- Ensure smooth daily functioning of the hotel with strong process control
- Maintain high service standards and consistent guest experience
Guest Experience
- Personally handle VIP guests, escalations, and feedback
- Monitor online reviews and guest feedback; ensure timely corrective action
- Build a culture of warm, personalised hospitality
Team & People Management
- Lead, train, and motivate the on-property team
- Ensure proper duty rosters, discipline, grooming, and staff conduct
- Conduct regular reviews and on-the-job training
Financial & Commercial Control
- Monitor daily revenues, expenses, and departmental performance
- Control costs, reduce wastage, and improve operational efficiency
- Coordinate with accounts for billing, collections, and reporting
Sales, Revenue & Compliance
- Support room sales, upselling, and local business development
- Coordinate with revenue management and OTA partners
- Ensure statutory, safety, and hotel compliance standards are met
Owner & Management Coordination
- Act as the primary point of contact between ownership and management
- Share regular operational and performance updates
- Implement agreed SOPs, policies, and improvement plans
Candidate Profile
- 510 years of experience in hotel operations
- Prior experience as Operations Manager / Resident Manager preferred
- Strong exposure to boutique, heritage, or leisure hotels
- Hands-on operator with strong people management skills
- Guest-centric mindset with attention to detail
- Comfortable working in hill destinations
Preferred Background
- Hospitality / Hotel Management graduate
- Experience with PMS, OTA extranets, and basic revenue concepts
- Strong communication and leadership skills
- Ability to multitask and take ownership
