Operations Manager

The Operations Manager is responsible for leading and managing the overall performance of hotel reservation operations. This role oversees multiple teams, ensures service excellence, drives operational efficiency, and delivers business results aligned with client expectations. The Operations Manager plays a key role in strategic planning, people development, and continuous improvement within a fast‑paced hospitality environment.

RESPONSIBILITIES

• Oversee end‑to‑end operations of hotel reservation accounts (calls, chat, email)
• Manage and lead Team Leads to achieve operational goals
• Drive performance against KPIs and productivity
• Develop and implement strategies to improve service delivery and customer satisfaction
• Monitor workforce planning, staffing, and scheduling to optimize resource utilization
• Handle high‑level escalations and ensure resolution of complex customer issues
• Collaborate wit...