Position summary statement:

The Director of Operations (DOO) must have an excellent level of commercial awareness and can build and maintain relationships with internal and external guests. He / She is responsible to direct and lead the daily operations and assist the General Manager in the development and business components of the serviced suites through providing effective and relationship-oriented leadership. The DOO is responsible for highlighting issues to the General Manager to help formulate solutions. He / she will co-ordinate all activities of the serviced suites and ensure the maximisation of room revenue and profit and guests satisfaction. The DOO is required to assist in the preparation of the annual Budget and monthly forecasting process of the whole operations department. The DOO will also work very closely with the senior management team members in developing and implementing annual and medium-term strategies, championing projects and objectives to achieve profitability and business growth targets as set and agreed by Pan Pacific Hotels Group.

Operational Responsibilities

. Fully responsible for the operations of Front Office, Housekeeping, Engineering, & Security, operations.

. Support and work with all Head of Departments to ensure efficiency and high standards of operations in the assigned areas.

. Inspect and ensure the front and heart of house are in operative condition to receive and serve the guests at high levels of guest satisfaction through the consistent execution of all Corporate brand standards, visible operational leadership, active trend analysis and hands-on interaction with guests and associates

. Conduct regular operations team meeting with Heads of Department (Operations ) and other Managers to effectively communicate to the teams on strategies, operational issues, action to be taken for service recovery and staff issues.

. Formulate strategies and collaborate with associates to continually improve the guest experiences while maximizing revenue and profits.

. Keep ahead of industry trends and creates new revolutionary standards to upkeep guest satisfaction and service recovery process.

. Ensure active implementation and adherence to PAN PACIFIC Brand Touchpoints & Magnifiers through implementation of Standard Operating Procedure.

. Understand the updated local and international markets and lead strategic initiatives to maximize revenues in any given situation.

. Ensures all serviced suites-related licensing and legal requirements are in place and maintained in accordance with the laws of the country.

. Responsible in ensuring all Key Performance Indicators for Operations are achieved such as TrustYou score, Trip Advisor, OPVV (Our People's Voices & Views), Training Hours, Associate Turnover, Energy Saving, Workplace Safety among others

. To work closely with all Operations Head of the Department to ensure compliance with internal & external audit.

Financial Management:

. Drive achievement of Gross Operating Profit through revenue growth and management of expenses while abiding by the Policies & Procedures dictated by the Pan Pacific Hotels Group.

. Oversee the timely development and completion of the annual Budget and monthly Forecast, and to regularly monitor performance and assume responsibility for its achievement.

. Monitor the productive deployment of operations expense budgets and purchases whilst keeping with regulatory and audit guidelines.

People & Culture

. Support the General Manager in developing human capital to ensure on-going management and staff capability development through its selection and performance management.

. Work closely with the Heads of Department to develop and grow the teams through mentorship and coaching and provide timely and constructive feedback when required.

. Continuous focus on associate satisfaction through driving People & Culture initiatives, building highly efficient and motivated teams who are committed to guest satisfaction and care.

Other Responsibilities

Support the Mission, Purpose and Values of the Pan Pacific Hotels Group.

Comply with all relevant Workplace Safety & Health practices and maintains a safe workplace for all associates.
Always exercise responsible behavior to uphold the image and reputation of the Pan Pacific Hotels Group, Serviced Suites and department.

. Carries out any other reasonable duties and responsibilities as assigned.

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