Director, Operations

Pan Pacific Hotels Group is a young and dynamic company comprising three well-established and trusted brands; Pan Pacific®, PARKROYAL COLLECTION® and PARKROYAL®. We have aggressive expansion plans and as such, we are looking for motivated and energetic people to be part of our growing team. If you have a passion for the industry and are driven by the desire to create Service Excellence Culture, Pan Pacific Hotels Group is able to offer you great opportunities as we continue to strengthen our global footprint.

Based in Singapore Corporate Office, we are looking for a passionate and energetic individual to join us as **Director, Operations **.

**Responsibilities**:
Reporting to the Senior Vice President, Operations, the Director, Operations is to assist with the Strategy and Leadership of Hotel Operations for the three brands under Pan Pacific Hotels Group, with focus on financial performance, service excellence and brand standards. He / she provides leadership and guidance to the General Management in the Hotels. The Director, Operations also plays a significant role in establishing our brands as the brands of choice with both owners and guests and to realise Pan Pacific Hotel Group’s overall vision, purpose and values and long-term financial success.

**Strategic & Business Planning, Performance Management and Financial Outcomes**
- Oversees the Operations of the Hotel portfolio for the Pan Pacific, PARKROYAL COLLECTION and PARKROYAL brands, strategy maps and policies and ensure alignment of goals and objectives of the Pan Pacific Hotels Group’s strategic directions.
- Formulates, develops and ensures implementation and overall operational outcomes of operational business plans for Pan Pacific, PARKROYAL COLLECTION and PARKROYAL Hotels & Resorts.
- Provides leadership and strategic planning to all functions in the hotels, directing the disciplines in all areas needing strategic input.
- Has P&L responsibility for the Hotel Portfolio and ensures that agreed financial objectives and outcomes are achieved to the satisfaction of Pan Pacific Hotels Group as well as the Owners of hotels owned and managed by PPHG.
- Leads the development and consolidation of Key Performance Indicators (KPIs) for the hotel portfolio into the PPHG’s Balanced Scorecard.
- Delivers on operational and operationally-related performance against agreed targets.
- Leads weekly, monthly, quarterly and annual operating and financial planning and results, making recommendations and providing support to the hotel portfolio as required.
- Ensures implementation of branding strategies/ initiatives, as well as, quality and service standards for PPHG’s group of hotels.
- Monitors financial and management control policies and procedures within Operations requirements.
- Responds to internal and external audits to ensure continual improvement and safeguarding of PPHG’s group of hotels.

**Operations Structure and Execution Platforms**
- Drives and maximizes operational innovation and excellence across both hotel brands.
- Tracks and analyses performance results of each hotel against balanced scorecard objectives.
- Leads adherence to Pan Pacific Hotels Group’s brand standards through structured Product and Service reviews.
- Ensures compliance to hotel operating controls, SOPs, policies, procedures and service standards.
- Drives the institutionalization and active use of TrustYou or any other relevant platforms to own guest satisfaction.
- Responsible for the implementation of Brand strategy and standards, monitors and continues to develop and deliver highest service standards.

**Leadership and Talent Management**
- Creates a culture in line with PPHG’s Vision, Purpose, and Core Values amongst the hotel’s leadership and associates that permeates through all operations. Develops our Hotel Associate, bringing a service excellence mentality to the team.
- Through the effective leadership of General Managers, ensures hotel operations meet annual business and profit targets and drives sustained profitable growth.
- Ensures high calibre talent are acquired and retained throughout the group by creating a culture of rewarding high performance teams which is in line with company’s philosophy.
- Drives effective communication with staff at all levels and institutionalize a culture of accountability and continuous improvement.

**Asset Management and Owner Relations**
- Communicates effectively the hotel’s strategies and situation awareness to all partners: Owner, Management Company and Associates. Fully understand the existing Management Agreements (HMAs) and abide by the HMA to ensure proper management of the property and its operations standards.
- Strategizes continual improvements to the Hotel Portfolio that will positively impact the Asset Value and Financial Return and communicates effectively to concerned Partners, Owners and Management Companies.
- Facilitates open and effective communication between PPHG and Owners/Asset Ma