Operations Manager

Job Description

Reporting To: CEO and COO

Nana Mountain Resort is located in Dhampus, approximately one hour from Pokhara. The resort features 25 rooms, including 3 suites, a dining area, bar, swimming pool, jacuzzi, sauna, and conference facilities accommodating approximately 50–60 people.

We are looking for a hands-on, commercially minded Operations Manager who can lead the team, strengthen operational standards, improve guest satisfaction, and take ownership of the resort's overall performance.

Key Responsibilities

A. Overall Resort Operations and Ownership

• Take overall responsibility for the resort's day-to-day operations, ensuring all departments work efficiently and in coordination.
• Plan daily operations based on occupancy, arrivals and departures, group bookings, events, staffing, and business requirements.
• Lead operations hands-on, providing practical support to the team during busy periods while ensuring departments remain accountable for their responsibilities.
• Identify operational problems early, propose practical solutions, make decisions within delegated authority, and follow through on agreed actions.
• Coordinate with the CEO, COO, and head office for decisions, resources, and support when required.
• Establish clear operating procedures, routines, checklists, and accountability systems to improve consistency and efficiency.

B. Guest Experience and Service Quality

• Ensure guests receive warm, professional, attentive, and consistent hospitality throughout their stay.
• Work towards maintaining an average guest review rating of at least 4.5/5 across relevant review platforms.
• Personally handle guest complaints and difficult situations calmly, confidently, and empathetically, managing guest expectations and resolving issues wherever possible.
• Escalate serious complaints or matters requiring additional authority or support to the CEO, COO, or head office.
• Monitor guest feedback, online reviews, and recurring service issues and implement corrective actions.
• Ensure consistent standards in room readiness, cleanliness, food quality, staff behaviour, and service delivery.
• Encourage the team to anticipate guest needs, respond promptly, and take responsibility for guest satisfaction.

C. Housekeeping, Maintenance and Property Standards

• Maintain high standards of cleanliness, presentation, and upkeep across guest rooms, suites, public areas, dining spaces, conference facilities, and other areas.
• Ensure timely room preparation and proper inspection before guest arrivals.
• Coordinate with housekeeping, maintenance, and front office to resolve operational issues promptly.
• Establish preventive maintenance schedules and ensure timely repairs of equipment, utilities, furniture, fixtures, and infrastructure.
• Ensure the swimming pool, jacuzzi, sauna, and conference facilities remain clean, functional, safe, and guest-ready.
• Identify property improvement requirements and coordinate approved improvements with the team and head office.

D. Food and Beverage and Facility Management

• Oversee the dining area, bar, and other facilities to ensure consistent service quality, food standards, presentation, hygiene, and guest satisfaction.
• Improve breakfast quality and presentation to reflect the standards of a boutique, fullservice mountain resort.
• Coordinate front-of-house service with kitchen operations to ensure timely, efficient, and consistent food service.
• Monitor menu availability, inventory, portion control, wastage, food quality, and service standards.
• Identify opportunities to improve the commercial performance of the restaurant, bar, swimming pool, jacuzzi, sauna, and conference facilities.
• Ensure compliance with applicable food safety, sanitation, and facility safety requirements.

E. Revenue Generation and Commercial Performance

• Take ownership of achieving the company's monthly revenue targets throughout the year, working closely with the sales and head office teams.
• Drive revenue across rooms and suites, food and beverage, bar, facilities, conferences, activities, experiences, upselling, and packages.
• Monitor occupancy, average room rates, departmental revenue, and performance against monthly targets.
• Identify seasonal opportunities, group bookings, corporate business, repeat guests, referrals, and additional revenue streams.
• Build and maintain business networks with travel agents, tour operators, corporate clients, event organizers, local businesses, and contacts in Pokhara and surrounding regions.
• Monitor competitor positioning, pricing, and guest offerings to identify opportunities for improving the resort's competitiveness.
• Review revenue performance regularly, identify shortfalls, and implement practical corrective measures in coordination with sales and head office.

F. Cost Control and Profitability

• Manage operating expenses within approved budgets while maintaining guest service and property standards.
• Monitor food and beverage costs, stock movement, wastage, breakages, and purchasing practices.
• Monitor electricity, fuel, water, labour, guest supplies, maintenance expenses, and other operating costs.
• Ensure purchases follow approved procurement procedures, budgets, and authorization limits.
• Identify cost-saving opportunities without compromising guest satisfaction, hygiene, safety, or product quality.
• Review cost performance regularly and report significant variances, corrective actions, and improvement opportunities to head office.

G. Team Leadership, Recruitment and Staff Development

• Build and maintain a stable, motivated, disciplined, and service-oriented team.
• Proactively identify staffing requirements and work closely with HR and head office on vacancies, recruitment, candidate selection, and onboarding.
• Plan staffing levels and duty rosters in advance, particularly during peak occupancy, holidays, and group events.
• Monitor staff attendance, punctuality, grooming, conduct, performance, and productivity.
• Set clear expectations and address performance or behavioural issues fairly, consistently, and in accordance with company policies.
• Take an active interest in staff concerns, engagement, development, and retention to reduce unnecessary turnover.
• Conduct regular briefings, provide constructive feedback, and ensure employees receive appropriate training and support.
• Strengthen teamwork, internal communication, discipline, and accountability across departments.

H. Systems, SOPs, Training and Operational Continuity

• Establish, implement, and regularly review practical Standard Operating Procedures (SOPs), checklists, and systems across departments.
• Train new and existing employees on SOPs, service standards, hygiene, safety, guest handling, and job-specific responsibilities.
• Conduct regular inspections and follow-ups to ensure established standards are consistently maintained.
• Review internal audit findings, address identified gaps, and ensure corrective actions are completed within agreed timelines.
• Delegate responsibilities effectively and develop second-line leadership so routine operations do not depend entirely on the Operations Manager.
• Plan operational coverage for weekly offs, leave, and absences, including the manager's own leave, to ensure uninterrupted operations.
• Maintain clear handover procedures, operational records, and communication between shifts and departments.

I. Guest Journey, Experiences and Property Development

• Work with the team and head office to improve the overall guest journey, from booking and arrival through the stay and departure.
• Identify opportunities to develop experiences around wellness, local culture, the natural surroundings, and the mountain setting of Dhampus.
• Gradually improve guest packages, seasonal offerings, activities, breakfast, dining, room presentation, and other services.
• Monitor competitor offerings and changing guest expectations to identify relevant improvements.
• Recommend new initiatives with practical implementation plans, estimated costs, and expected benefits.
• Ensure approved improvements are implemented effectively and contribute to guest satisfaction, revenue, and the resort's positioning as a quality boutique, full-service mountain resort.

J. Safety, Inventory and Asset Management

• Maintain a safe and secure environment for guests, employees, visitors, and company assets.
• Ensure appropriate fire safety, emergency procedures, food hygiene, sanitation, and facility safety measures.
• Maintain proper control of food, beverages, linen, guest supplies, cleaning materials, equipment, and other inventory.
• Monitor stock levels, purchasing, wastage, breakages, and discrepancies, ensuring accurate records and appropriate follow-up.
• Ensure preventive maintenance, responsible resource use, and compliance with applicable legal, regulatory, and company requirements.
• Report significant incidents, property damage, safety concerns, and asset losses promptly to management.

K. Reporting and Communication

• Maintain regular, clear, and transparent communication with the CEO, COO, and head office.
• Submit daily operational updates when required and timely monthly performance reports covering:
• Occupancy, room revenue, and monthly revenue target achievement.
• Food and beverage and other departmental performance.
• Operating expenses and cost control.
• Guest feedback, review ratings, and complaints.
• Staffing, recruitment, training, and employee concerns.
• Maintenance, property improvements, and outstanding operational issues.
• Explain significant variances, identify underlying problems, recommend solutions, and follow through on agreed actions.
• Ensure management receives accurate information and timely notice of matters requiring approval or additional support.

Job Specification

We are looking for someone who:

• Is honest, dependable, proactive, and motivated to grow with a developing hospitality property.
• Has strong leadership, communication, organizational, and problem-solving skills.
• Is comfortable taking ownership, making decisions within their authority, and being accountable for results.
• Can lead hands-on while building systems, delegating responsibilities, and developing the team.
• Understands guest expectations and can handle complaints and difficult situations with warmth, confidence, and professionalism.
• Has a commercial mindset and understands revenue generation, cost control, service quality, and profitability.
• Can work effectively with head office, sales, HR, and other departments.
• Is adaptable and willing to work through staffing, operational, and systems-related challenges while improving the property steadily.

Preferred experience and location:

• Previous experience in hotel or resort operations, preferably in a supervisory or management position.
• An F&B background is an advantage, particularly experience leading restaurant service and coordinating with kitchen operations.
• Candidates based in or near Pokhara are preferred.
• Experience working in remote, rural, or mountain properties is an advantage, particularly an understanding of staffing, transportation, supply logistics, and guest expectations in such locations.

Key Performance Expectations

• Performance will be evaluated against company-approved targets and agreed standards, including:
• Achievement of monthly revenue targets throughout the year.
• Guest satisfaction and a target average review rating of at least 4.5/5.
• Cost control and adherence to approved operating budgets.
• Consistency in housekeeping, guest service, food and beverage, and maintenance standards.
• Effective recruitment, staff retention, training, discipline, and team development.
• Timely resolution of guest complaints and operational issues.
• Implementation of SOPs, completion of audit-related corrective actions, and effective operational coverage.
• Accurate reporting, effective coordination with head office, and continuous improvement in operational efficiency and profitability.

Facilities: Food and accommodation

Required Skills

• Leadership
• Inventory Management
• Recruitment
• Operation Management
• Facility Management
• Cost Controlling

About the Company

Nana Mountain Resort is a boutique mountain resort located in Dhampus, Kaski, approximately one hour from Pokhara. Established in 2025 under Nana Group, the resort offers comfortable accommodation, dining, a bar, swimming pool, jacuzzi, sauna, conference facilities, and nature-based experiences. It focuses on providing quality hospitality, exceptional guest experiences, and a peaceful mountain retreat surrounded by the natural beauty of the Annapurna region.