Position Summary
The Operations Manager is responsible for overseeing and coordinating the day-to-day operations of Masagi Hospitality and its business units, including the Waterpark, Restaurant, Cottage/Accommodation, and other hospitality facilities.
The position ensures that all operational activities run efficiently, safely, consistently, and in accordance with the service standards and business objectives established by Management.
The Operations Manager is responsible for coordinating operational teams, monitoring service quality, managing operational resources, resolving day-to-day issues, and ensuring that guests receive a consistent and positive hospitality experience.
Key Responsibilities
Daily Operations Management
- Oversee the daily operations of all Masagi Hospitality business units, including Waterpark, Restaurant, Cottage/Accommodation, and other operational facilities.
- Ensure that all facilities are ready and operational according to daily operating schedules.
- Monitor daily activities and ensure that operational procedures and SOPs are properly implemented.
- Coordinate operational activities between different departments to ensure smooth and efficient service delivery.
- Conduct regular operational inspections across all facilities.
- Identify operational issues and take appropriate action to resolve them promptly.
- Ensure that all operational activities are aligned with company policies, service standards, and Management's directives.
- Prepare daily operational briefings and ensure that important information is communicated to relevant teams.
Guest Experience & Service Quality
- Ensure consistent service standards across all Masagi Hospitality facilities.
- Monitor the overall guest experience from arrival through departure.
- Coordinate with Front Office, Butler, Housekeeping, F&B, and other departments to ensure seamless guest service.
- Monitor guest feedback, complaints, and service issues.
- Ensure guest complaints are handled promptly and professionally.
- Develop corrective actions for recurring operational or service issues.
- Conduct regular inspections of guest-facing areas and facilities.
- Ensure that the property is consistently clean, organized, safe, and guest-ready.
Department Coordination
- Coordinate closely with Housekeeping, Butler, Front Office, Food & Beverage, Maintenance, Security, Finance, Marketing, and Sales.
- Ensure effective communication between departments regarding daily operations, guest requirements, bookings, events, maintenance issues, and other operational matters.
- Conduct regular cross-department coordination meetings when required.
- Ensure proper handover of information between departments and shifts.
- Coordinate staffing requirements with relevant department supervisors and Management.
- Support other departments in resolving operational issues that may affect guest satisfaction or business performance.
Staff Management & Supervision
- Supervise operational supervisors and staff across the relevant business units.
- Ensure adequate staffing levels based on occupancy, visitor volume, events, and operational requirements.
- Prepare or review staff schedules and work assignments.
- Monitor employee attendance, punctuality, grooming, discipline, and performance.
- Provide direction, coaching, and on-the-job training to operational staff.
- Ensure employees understand and follow their respective SOPs and responsibilities.
- Conduct regular performance evaluations and provide feedback to team members.
- Identify staffing, training, and manpower requirements and report them to Management.
- Take appropriate action regarding operational discipline in accordance with company policies.
SOP & Operational Standards
- Develop, implement, and continuously improve operational Standard Operating Procedures (SOPs).
- Ensure all departments understand and consistently follow applicable SOPs.
- Conduct regular checks to identify deviations from operational standards.
- Establish service standards and operational checklists for relevant departments.
- Review operational procedures based on guest feedback, operational performance, and Management requirements.
- Ensure proper documentation of operational procedures and workflows.
- Implement corrective actions when operational standards are not met.
Facility, Maintenance & Asset Coordination
- Monitor the condition and operational readiness of buildings, rooms, facilities, equipment, and guest areas.
- Coordinate with the Maintenance team regarding repairs, preventive maintenance, and facility issues.
- Ensure reported maintenance problems are followed up and resolved within appropriate timeframes.
- Monitor the proper use and condition of operational equipment and assets.
- Ensure operational assets are properly stored, maintained, and used.
- Coordinate preventive maintenance schedules with the relevant teams.
- Escalate major facility or infrastructure issues to Management immediately.
- Support Management in identifying operational improvements and capital expenditure requirements.
Inventory & Operational Resources
- Monitor the availability and appropriate use of operational supplies, equipment, amenities, linen, cleaning materials, F&B-related operational items, and other resources.
- Coordinate with Finance and relevant departments regarding purchasing and replenishment requirements.
- Ensure operational inventory is properly recorded and controlled.
- Minimize unnecessary waste, loss, damage, and excessive consumption.
- Monitor stock levels and ensure critical operational supplies are available when required.
- Ensure procurement requests are aligned with approved budgets and operational requirements.
Safety, Security & Compliance
- Ensure that all operations comply with applicable health, safety, hygiene, and company requirements.
- Coordinate with Security and Maintenance to maintain a safe environment for guests and employees.
- Ensure emergency procedures and safety protocols are properly implemented.
- Conduct regular checks of safety equipment, emergency access, signage, and other relevant facilities.
- Ensure operational teams understand emergency response procedures.
- Immediately report significant safety incidents, accidents, security issues, or other critical events to Management.
- Maintain proper documentation of operational incidents and corrective actions.
- Ensure compliance with applicable permits, licenses, and operational requirements in coordination with Management and relevant departments.
Waterpark Operations
- Monitor daily Waterpark operations, including ticketing, guest access, facilities, pools, attractions, safety procedures, and visitor flow.
- Ensure Waterpark facilities are properly prepared before opening and maintained throughout operating hours.
- Coordinate with lifeguards, ticketing staff, maintenance, cleaning teams, and other Waterpark personnel.
- Monitor visitor capacity, queue management, cleanliness, and overall guest experience.
- Ensure Waterpark safety standards and emergency procedures are consistently followed.
- Coordinate with Finance regarding daily ticket revenue reconciliation and operational reporting.
- Monitor operational issues and coordinate immediate corrective action where required.
Restaurant & F&B Operations
- Oversee the operational performance of the Restaurant and related F&B facilities.
- Ensure food and beverage services meet established quality, hygiene, and service standards.
- Coordinate with the kitchen, service staff, purchasing, and other relevant teams.
- Monitor restaurant opening and closing procedures.
- Ensure adequate staffing based on expected guest volume and reservations.
- Monitor customer service, food presentation, cleanliness, and overall dining experience.
- Coordinate with Finance regarding sales reconciliation, cash handling, and operational reporting.
- Work with Marketing and Sales to support restaurant promotions, events, and commercial activities.
Cottage & Accommodation Operations
- Oversee the daily operational readiness of Cottages, Villas, and other accommodation facilities.
- Coordinate with Housekeeping, Butler, Front Office, Maintenance, and other relevant teams.
- Ensure rooms are properly prepared before guest arrival.
- Monitor room availability, operational issues, maintenance requirements, and guest requests.
- Ensure check-in and check-out operations are properly coordinated.
- Monitor guest satisfaction and resolve accommodation-related operational issues.
- Ensure accommodation facilities consistently meet the service and presentation standards established by Management.
Events & Special Operations
- Coordinate operational requirements for events, weddings, corporate gatherings, group bookings, and special guest activities.
- Work with Sales and Marketing to ensure all operational commitments made to clients can be properly delivered.
- Prepare operational plans, staffing requirements, equipment requirements, and timelines for events.
- Coordinate with relevant departments before, during, and after events.
- Conduct post-event reviews and identify areas for operational improvement.
Reporting & Performance Management
- Prepare daily, weekly, and monthly operational reports for Management.
- Monitor operational KPIs across all business units.
- Track guest complaints, service issues, incidents, maintenance issues, staffing requirements, and other relevant operational indicators.
- Analyze operational performance and identify opportunities for improvement.
- Report significant operational risks or issues to Management promptly.
- Provide recommendations regarding staffing, facilities, SOPs, service quality, and operational efficiency.
- Monitor operational costs and identify opportunities to improve efficiency without compromising guest experience.
Work Location & Working Arrangement
- The Operations Manager is primarily required to work on-site across Masagi Hospitality's operational locations.
- Regular presence at the Waterpark, Restaurant, Cottage, and other properties is required based on operational needs.
- The position may require flexible working hours, including weekends, public holidays, evenings, and peak operating periods.
- The Operations Manager must be available to respond to significant operational issues and emergencies when required.
- Regular travel between Masagi Hospitality properties may be required.
- The Operations Manager is expected to maintain effective communication with Management and department heads throughout operational hours.
Targets & Key Performance Indicators (KPIs)
- All business units operate according to established operating schedules and SOPs.
- Consistent achievement of established service and guest experience standards.
- Timely resolution of operational issues, guest complaints, and facility problems.
- High level of operational readiness across Waterpark, Restaurant, Cottage, and other facilities.
- Effective coordination between all operational departments.
- Proper staffing and scheduling according to business and guest requirements.
- Minimal operational disruptions caused by preventable issues.
- Effective control of operational resources, supplies, and wastage.
- Maintenance issues are reported and followed up within established timeframes.
- Compliance with safety, hygiene, security, and company operational standards.
- Accurate and timely submission of operational reports.
- Continuous improvement in operational efficiency and guest satisfaction.
- No significant operational violations resulting from negligence or failure to implement established SOPs.
General Qualifications
- Minimum Bachelor's degree (S1) in Hospitality, Tourism, Business Management, Operations Management, or a related field.
- Minimum 3–5 years of experience in hospitality operations, hotel/resort management, restaurant operations, leisure facilities, or a related industry.
- Experience managing multiple hospitality departments or business units is strongly preferred.
- Strong understanding of hospitality operations, guest services, housekeeping, F&B, facility management, and general property operations.
- Strong leadership and team management skills.
- Excellent communication, coordination, problem-solving, and decision-making abilities.
- Strong operational discipline and attention to detail.
- Able to work under pressure and manage multiple operational priorities simultaneously.
- Proactive and solution-oriented with a strong sense of responsibility.
- Good command of English and Bahasa Indonesia.
- Proficient in Microsoft Office, Google Workspace, and relevant operational or property management systems.
- Willing to work flexible schedules, including weekends and public holidays.
- Willing to travel between Masagi Hospitality properties when required.
- Professional, trustworthy, disciplined, and capable of maintaining high hospitality standards.