Operations Manager – Hospitality Services

Lead Hospitality Operations Across a Diverse Client Portfolio

Are you an experienced hospitality leader who thrives on building high-performing teams, strengthening client relationships, and delivering exceptional service outcomes?

Challenger Services Group is seeking a driven and commercially minded Operations Manager to oversee a portfolio of hospitality service contracts across NSW. This is a senior leadership role responsible for ensuring operational excellence, client satisfaction, workforce management, compliance, and business performance across multiple sites.

Working closely with clients, frontline teams, and internal stakeholders, you'll play a key role in driving service delivery standards while supporting the continued growth and success of Challenger Hospitality.

The Opportunity

As an Operations Manager, you will take ownership of a portfolio of hospitality service contracts, ensuring operational performance meets client expectations and company objectives.

You will provide leadership and direction to site-based teams, build strong client partnerships, manage workforce planning and compliance requirements, and drive continuous improvement initiatives across your portfolio.

This role requires a hands‑on leader who can balance operational demands, team engagement, commercial outcomes, and client satisfaction within a fast-paced environment.

Key Responsibilities

Operational Leadership

- Lead the day-to-day management of multiple hospitality service contracts across your portfolio.
- Ensure sites consistently deliver services in line with contractual obligations, KPIs and client expectations.




- Conduct regular site visits to monitor operational performance, service standards and compliance.
- Identify opportunities to improve efficiency, productivity and service delivery outcomes.
- Support mobilisation, transitions and the implementation of new contracts where required.

People Leadership

- Lead, coach and develop Supervisors, Team Leaders and frontline employees.
- Drive employee engagement, retention and performance across your portfolio.
- Manage recruitment requirements in partnership with internal recruitment teams.
- Conduct performance management, investigations and employee relations matters as required.
- Foster a culture of accountability, safety, teamwork and continuous improvement.

Client Relationship Management

- Build and maintain strong relationships with key client stakeholders.
- Act as the primary escalation point for operational issues and service concerns.
- Conduct regular client meetings, service reviews and performance discussions.
- Ensure client expectations are understood and consistently exceeded.
- Identify opportunities to strengthen existing partnerships and support business growth.
- Manage labour costs, budgets and portfolio profitability.
- Monitor roster efficiency and workforce utilisation.




- Review and analyse operational reporting and performance metrics.
- Support business development initiatives and client retention strategies.
- Ensure services are delivered efficiently while maintaining high quality standards.

Compliance & Safety

- Ensure compliance with company policies, legislative requirements and client standards.
- Drive workplace health and safety initiatives across all sites.
- Maintain workforce compliance requirements, including employee screening and licensing obligations.
- Support audits, investigations and corrective action processes where required.

About You

To be successful in this role, you'll bring:

- Previous experience in an Operations Manager, Regional Manager, Hospitality Manager or Multi-Site Leadership role (Or similar).
- Strong operational management experience within hospitality, cleaning, facilities management, accommodation services, food services or a similar service-based setting.
- Demonstrated experience managing multiple sites and diverse workforces.
- Strong commercial acumen with experience managing budgets, labour costs and operational performance.
- Proven ability to build and maintain client relationships at all levels.
- Experience leading performance management, employee relations and workforce planning activities.
- Excellent communication, problem-solving and decision-making skills.
- Strong organisational skills with the ability to manage competing priorities.
- A proactive and hands‑on leadership style.
- Holds a current Australian Driver Licence (Mandatory).
- Holds a current National Police Check (or willingness to obtain).

📌 Operations Manager – Hospitality Services (Sydney)
🏢 Challenger Security
📍 Sydney