Director of Operations

Job Summary

Reporting to the Cluster General Manager, the Director of Operations provides strategic leadership and ensures operational excellence across all departments at Raffles Sentosa Singapore. This role is responsible for safeguarding the seamless delivery of Raffles legendary service standards while driving guest satisfaction, colleague engagement, financial performance, and operational efficiency.

As a key member of the Executive Committee, the Director of Operations supports the Cluster General Manager in upholding the Raffles brand vision, strengthening service culture, and overseeing the hotel's day-to-day operations.

Key Responsibilities

1. Operations Management

• Provide hands-on leadership across Rooms Division, Food & Beverage, Spa/Wellness, Butler Service, and all guest-facing operational functions.

• Ensure seamless coordination between departments to deliver exceptional service aligned with Raffles brand standards.

• Drive operational planning, daily briefings, service flow, and effective resource allocation.

• Lead continuous improvement initiatives to enhance operational efficiency and luxury service delivery.

2. Guest Experience

• Champion the Raffles service from the heart culture and ensure consistent embodiment of the Raffles ethos.

• Monitor guest feedback platforms (e.g. Medallia, TrustYou, LQA, Forbes audits) and drive guest experience action plans.

• Lead service recovery for key guest situations and ensure timely follow-up and communication.

• Ensure all guest touchpoints reflect personalization, anticipation, and emotional connection.

3. People Management

• Provide leadership, coaching, and mentorship to department heads and operational leaders.

• Drive colleague engagement, learning culture, and succession planning within the Operations division.

• Uphold performance management standards with clear goal-setting and KPI alignment.

• Ensure comprehensive training on brand standards, service rituals, and operational procedures.

4. Financial & Business Performance

• Support the development of operational budgets, forecasts, and cost control initiatives.

• Optimize labour productivity while maintaining luxury service standards.

• Identify opportunities for revenue enhancement through upselling, curated guest experiences, and operational efficiencies.

• Monitor departmental P&L performance and proactively address variances.

5. Quality, Safety & Compliance

• Ensure compliance with local regulations, company policies, and audit requirements.

• Oversee hygiene standards, safety protocols, and risk management programs.

• Maintain operational readiness for internal and external audits.

• Ensure all public areas, guest areas, and back-of-house spaces meet the highest standards of presentation and safety.

6. Pre-Opening / Project Support (as applicable)

• Contribute to operational concepts, OS&E planning, service design, and workflow development.

• Participate in mock-up reviews, service simulations, and operational readiness assessments.

• Support system implementations, brand program rollouts, refurbishments, and special projects.

Requirements

Qualifications & Experience

• Minimum 10-15 years of progressive leadership experience in luxury hospitality.

• Prior experience as Director of Operations or Executive Assistant Manager in a luxury hotel environment is strongly preferred.

• Proven experience managing Rooms and/or Food & Beverage operations.

• Strong track record in driving service excellence and guest satisfaction.

• Demonstrated ability to lead large, diverse teams in a fast-paced, high-end environment.

Competencies

• Strong leadership presence with the ability to influence at all levels.

• Strategic thinker with sound operational and commercial acumen.

• Highly polished communication and interpersonal skills.

• Emotionally intelligent, culturally aware, and guest-centric.

• Strong problem-solving, planning, and organizational capabilities.

• Embodies Raffles values: gracious, elegant, thoughtful, and intuitive service.