Director of Operations| InterContinental Pokhara Begnas Lake Resort

Director of Operations is responsible for overseeing the day-to-day operational activities of the hotel, ensuring efficiency, quality, and guest satisfaction in all departments. This leadership role requires strategic planning, strong team management, and a focus on maintaining IHG’s standards of excellence across various functions such as housekeeping, front office, food & beverage, and engineering. The Director of Operations works closely with department heads to implement policies, optimize resources, and enhance the guest experience.

A Little taste of your day-to-day:

• Develop and implement operational strategies that align with the hotel’s overall business goals.
• Lead department heads in setting and achieving high performance standards across all operational functions.
• Continuously assess operational workflows to identify areas for improvement and efficiency.
• Uphold IHG’s commitment to exceptional guest service by ensuring all guest interactions reflect the brand’s values.
• Monitor guest feedback channels, including reviews and surveys, to address issues and improve services.
• Work with department heads to implement guest service training programs, enhancing staff skills and consistency.
• Develop and manage the operations budget in collaboration with the General Manager and finance team.
• Monitor department expenses, identify cost-saving opportunities, and ensure adherence to budget guidelines.
• Prepare and present financial reports on operational performance and make data-driven recommendations.
• Build a positive and motivating environment for department heads, encouraging collaboration and continuous improvement.
• Implement staff training, mentoring, and development programs to enhance team capabilities.
• Conduct regular performance evaluations and provide constructive feedback to ensure team alignment with objectives.
• Ensure compliance with all IHG policies, brand standards, and local regulations, including health and safety requirements.
• Conduct regular audits and inspections to maintain quality and identify areas for improvement.
• Establish and enforce standard operating procedures (SOPs) to maintain consistency and quality in service delivery.
• Collaborate with other department heads to resolve any cross-functional issues, ensuring seamless guest experiences.
• Oversee scheduling and staffing requirements across departments to optimize resources and service quality.
• Lead special projects and initiatives to improve operational efficiency or launch new services.
• Manage resources effectively, from supplies and equipment to team assignments, ensuring all operations are well-supported.
• Evaluate and recommend investments in new technology, systems, or equipment to enhance service and productivity.
• Develop and implement crisis response and risk management plans, ensuring staff preparedness for emergencies.
• Work with department heads to address operational issues, such as equipment malfunctions or staffing shortages, promptly and effectively.
• Maintain compliance with health, safety, and environmental standards to protect guests and staff.
• Wears Uniform with Pride and honor 
• Any other duties as assigned by the management.

What we need from you:

• Bachelor’s degree in hospitality management, Business Administration, or a related field.
• Minimum of 5-7 years of operational experience in the hospitality industry, with at least 3 years in a leadership role in Luxury Resort. International experiences will be an advantage.
• Strong leadership abilities, with proven experience in managing cross-functional teams.
• Ability to develop and implement effective operational strategies.
• Excellent verbal and written communication skills.
• Proficiency in budgeting, forecasting, and financial analysis.
• Familiarity with hotel management software such as Opera PMS, as well as proficiency in MS Office.
• Fluency in English, with proficiency in additional languages preferred.

What you can expect from us:

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business. 

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives. 

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.  

So, join us and you’ll become part of our ever-growing global family.