Multi-property Operations Manager (F/M/X)

Novotel Brussels City Centre is a family-friendly hotel located in the heart of Brussels, overlooking Saint Catherine's church. The hotel is known for its natural light, minimalist design, and proximity to major attractions like the Grand Place. It offers modern amenities, a stylish GourmetBar, indoor swimming pool and fitness centre, and modular meeting rooms with daylight.

The ibis Brussels City Centre is very close to all major highlights, which makes the hotel an ideal spot to relax after a busy day in the city. Our rooms have everything you will ever need during your stay, from our comfortable SweetBeds to a bathroom with shower to free WiFi.

The operations manager will oversee the daily operations of both Novotel Brussels City Centre (217 rooms, about 70 employees) and ibis Brussels City Centre (236 rooms, about 50 employees). 

He/she ensures the smooth execution of daily functions, coordinating between departments to deliver a consistent guest experience. In contrast, the general manager takes a broader leadership role, overseeing long-term business strategy, revenue growth, and high-level financial decisions.

The operations manager  implements the GM’s vision on a practical level. By optimising workflows, handling staffing challenges, and managing costs, they ensure the hotel runs efficiently while keeping guest satisfaction high.

Key Responsibilities:

• Guest Experience: Ensure guests receive exceptional service from check-in to check-out. Implement improvements in service quality to enhance occupancy rates and encourage repeat bookings.
• Staff Supervision (about 120 employees): Oversee key departments, including the front desk, housekeeping, F&B and maintenance. Ensure employees are trained, motivated, and working efficiently.
• Budget Management: Manage budgets effectively, balancing cost control with maintaining high-quality services. Ensure every dollar spent contributes to profitability.
• Technology Integration: Leverage automated booking systems, AI-driven customer service, and data analytics tools to improve operational efficiency and guest satisfaction.
• Compliance & Safety: Ensure the hotel meets industry regulations, health and safety standards, and environmental guidelines. Focus on sustainability and energy efficiency to meet modern consumer expectations.
• Adaptation to Industry Trends: Continuously optimize internal processes and leverage data-driven insights to remain competitive in the hospitality industry.

Required Skills:

• Leadership & Team Management: Oversee staff across various departments, maintain morale, and ensure efficiency in daily operations. Foster a positive work culture to enhance guest service and reduce employee turnover.
• Financial Acumen: Manage budgets, control costs, and monitor revenue streams to maintain profitability. Make data-driven decisions to optimize expenses.
• Guest Experience & Service Excellence: Ensure a seamless guest journey from check-in to check-out. Maintain high service standards, handle complaints, and respond to guest feedback.
• Problem-Solving & Crisis Management: Address overbookings, staffing shortages, and other disruptions with effective solutions.
• Technology & Data Proficiency: Utilize hotel management software, analytics tools, and automation to streamline processes and enhance the guest experience, IT-savvy to be able to assist staff with minor technical issues.
• Regulatory & Compliance Knowledge: Understand health and safety laws, labor regulations, and environmental guidelines to keep the hotel compliant and avoid legal risks.

Qualifications:

• Fluent (spoken and written) in the following languages: EN, FR, NL
• Proven experience (minimum 2 years in an HOD role) in hotel operations management, experience as a front office manager is a plus
• Strong leadership and team management skills
• Knowledge of financial management and budgeting
• Proficiency in hotel management software (OperaCloud) and data analytics tools
• IT-savvy
• Knowledge of industry regulations and compliance standards

Offer and advantages:

• Market-competitive salary
• Performance bonus, based on achieved objectives
• 13th month salary
• 100% coverage of public transport
• Meal vouchers €8/worked day
• Benefits and reduced rates in Accor hotels and partners