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.
