Manager - Operations Support & Analytics - Hospitality Industry

Operations Support & Analytics Manager (Remote-India)

STRICTLY LOOKING FOR EXPERIENCE IN HOSPITALITY INDUSTRY.

Work Arrangement: Remote India.

About The Role:

The Operations Support & Analytics Manager supports hotel operations by driving strategic planning, performance reporting, and data-driven decision-making. The role is responsible for preparing KPI dashboards, benchmarking reports, budgets, and business reviews to improve operational and financial performance. It also coordinates cross-functional initiatives, guest experience reporting, and operational process improvements across multiple properties. Additionally, the role supports hotel openings, compliance, system rollouts, and operational excellence through analysis, reporting, and stakeholder collaboration.

Key Responsibilities:

1. Strategy Support:

- Support in preparation of annual budget guidance, including yearly budget templates and KPI reports.

- Provide comparative benchmarking stats from other hotels, to support strategy and critique for the budget, to include appropriate initiatives to achieve or surpass hotels financial goals.

- In conjunction with the relevant cross-function team, create and share approved standardised presentation template for annual budget including benchmarking information, PESTLE analysis and cost guidance.

- Provide support in the weekly operations meetings, to include comprehensive notes and sharing of best practices as well as proactive examination of future planned initiatives.

- Support the Hotel General Manager by delivering any ad-hoc analysis required or making necessary recommendations.

- Compile the Weekly F&B Profitability Dashboard with benchmarking of F&B performance across assets, including payroll forecast and share with the hotel.

- Organise, facilitate and support monthly business review meetings.

- Support creating, roll out and updating of the central document center via SharePoint for access by the General Manager; to provide easy access to operational, financial, HR SOPs, templates, best practices and support in streamlining and alignment of operations.

2. Guest Services:

- Compile weekly Online Reviews and Responses Report (ORR) with scores and metrics drawn from Online Platforms (Google Reviews, TripAdvisor, Expedia, Booking.com etc.) To include Brand.com scores and the new reviews / pending responses in the Weekly Compilation to be shared with the hotel team for effective management of online reputation.

- Review of quarterly mystery service assessment schemes content based on feedback from the General Manager and coordinate implementation of approved corrections.

- Support execution, collation of results and subsequent communications (queries) between the hotel and the external third-party provider of this service. Plan and coordinate action plans across hotels. Track action plan execution and results.

- In coordination with VP Operations, and Cluster Facilities Manager conduct property visits and property walk highlighting areas of improvement.

3. In Case Of Hotel Opening:

- In addition to above, plan and coordinate the activation of the Operational functions, whether through the set-up of the necessary Information Systems or supporting the recruitment of staff.

- Support defining the pre-opening operational strategy: establish targets, service levels for the business, including support to General Manager and team in completion of pre-opening checklists; budgets.

- Support the General Manager in establishing the Food & Beverage strategy and target volume and revenue levels.

4. Data And Performance Analysis:

- Forecasting: Complete review of monthly projections of profitability for the property. Assist with review and correction of cost lines.

- Monthly OKRs, Objectives Key Results Completion and Analysis. Receive all the back reports for completion of hotel key objectives and results. Investigate, query and compile the OKRs sent by the hotel.

- Provide completed OKR dashboard by 20th of each month, unless agreed otherwise.

- Monitor and escalate and critical variances to OKRs.

- Compile weekly, monthly, month-to-date STR dashboards; review in weekly GM meetings.

5. Assessment:

- Prepare a competitive operational assessment for the property and update at least once a year to include rooms, function space, and catering.

- Conduct at least one as a minimum, HR Audit of the hotel to support compliance to regulations via structured report and spot checking of employee files.

- To work in conjunction with Facilities Manager to support VP operations in monitoring and review of health and safety systems; highlighting relevant areas in the weekly meetings.

- BRM Pack month end review. Create a defined set of presentation slides, sharing approved cross-assets data; for the monthly business review meeting and share with the General Manager.

- Compile cross asset financial key performance indicators.

What We Offer:

- Health Insurance: We provide medical coverage up to 20 lakh per annum, which covers you, your spouse, and a set of parents. This is available after one month of successful engagement.

- Professional Development: You'll have access to a monthly upskill allowance of 5000 for continued education and certifications to support your career growth.