Manager/ Director of Operations

Job Summary

We are seeking a highly experienced and dynamic Operations Manager to oversee the seamless functioning of our guest-facing departments. The ideal candidate will be a strategic leader with a passion for exceptional service, dedicated to maintaining the highest standards of luxury, driving operational efficiency, and ensuring an unforgettable guest experience. This role requires a hands-on leader who can inspire a diverse team and manage the complex operations of a world-class hotel.

Key Responsibilities

1. Operational Excellence & Daily Management:

• Oversee the daily operations of key departments, primarily the Front Office (Reception, Concierge, Guest Relations), and often including Housekeeping, and sometimes Food & Beverage outlets.
• Ensure all Standard Operating Procedures (SOPs) are rigorously followed and consistently improved upon to meet Forbes Travel Guide, AAA Diamond, or brand-specific standards.
• Manage room inventory, rate structuring, and allocation in close coordination with the Revenue Management team to maximize RevPAR and profitability.
• Ensure all hotel facilities and services are maintained to the highest standard of quality and presentation.

2. Guest Experience & Service Quality:

• Act as the ultimate ambassador for guest satisfaction, promptly and personally resolving escalated guest complaints and concerns with discretion and professionalism.
• Proactively interact with guests, particularly VIPs and loyalty program members, to build rapport and ensure a personalized experience.
• Monitor and analyze guest feedback from various platforms (TripAdvisor, Google Reviews, guest surveys) and implement effective corrective actions.
• Champion a culture of anticipatory service and exceed guest expectations at every touchpoint.

3. Leadership & Team Development:

• Lead, mentor, and motivate a large, multi-cultural team of department heads and line-level employees.
• Be responsible for recruitment, training, scheduling, performance appraisals, and career development plans for direct reports.
• Foster a positive, collaborative, and high-performance work environment that encourages employee engagement and retention.

4. Financial & Administrative Management:

• Participate in the preparation and management of the annual departmental budgets.
• Control labor costs, operational expenses, and inventory without compromising service quality.
• Analyze operational data and financial reports to identify trends and implement strategies to achieve financial targets (GOP, flow-through).

5. Safety, Security & Compliance:

• Ensure full compliance with all local government regulations in Singapore, including but not limited to public health, safety, and employment laws.
• Uphold and enforce all hotel security, fire safety, and emergency procedures.
• Maintain impeccable standards of hygiene and sanitation across all operational areas.

Qualifications & Requirements

1. Education:

• Bachelor's degree in Hotel Management, Hospitality, Business Administration, or a related field.
• A diploma or degree from a renowned international hotel school (e.g., EHL, Cornell, Glion) is a significant advantage.

2. Experience:

• Minimum of 8-10 years of progressive experience in luxury hotels, with at least 5 years in a senior operational leadership role (e.g., Front Office Manager, Director of Rooms) within a recognized international 5-star hotel brand (e.g., Marriott, Hilton, Hyatt, IHG, Shangri-La, Capella, Ritz-Carlton).
• Proven pre-opening experience is highly desirable.
• Demonstrated experience in managing multi-cultural teams in a fast-paced, high-pressure environment.

3. Technical Skills:

• Expert-level proficiency in Property Management Systems (PMS), especially Opera Cloud.
• Strong financial acumen with experience in budgeting, orecasting, and P&L management.
• Advanced computer skills in MS Office Suite.

4. Soft Skills & Personal Attributes:

• Exceptional Leadership: A natural leader who inspires excellence and leads by example.
• Outstanding Communication: Flawless verbal and written communication skills in English. Ability to interact confidently with guests, staff, and corporate stakeholders.
• Guest-Centric Mindset: An unwavering commitment to service excellence and meticulous attention to detail.
• Problem-Solver: Strong analytical, critical thinking, and decision-making skills to effectively resolve complex issues.
• Business Acumen: Results-driven with a strong understanding of business metrics and a commercial mindset.
• Adaptability: Flexibility to work long hours, including weekends and public holidays, and adapt to the evolving needs of the hotel.