OPERATIONS MANAGER

Roles & Responsibilities

Operations Management

Coordinate and manage daily tasks.
Ensure sufficient manpower and proper scheduling for each project.
Conduct site inspections and quality checks to ensure service standards are met.
Resolve operational issues promptly, including urgent or after-hours situations.
Conduct performance appraisals and address disciplinary issues.
Staff Supervision
Lead, train, and support supervisors and cleaning staff to perform effectively.
Ensure proper attendance, discipline, and adherence to company policies.
Provide on-the-job coaching and monitor staff performance regularly.
Support recruitment and deployment of new cleaners.
Client Relations
Act as the main point of contact for clients regarding operational matters.Handle client feedback and complaints professionally and promptly.
Build and maintain strong relationships with clients to ensure satisfaction and retention.
Conduct regular site visits and communicate updates to management.
Administration & Reporting
Manage inventory, cleaning materials, and equipment usage.
Track operational costs and ensure efficiency.
Prepare daily/weekly reports on manpower deployment, job completion, and service quality.
Support management in planning for company expansion or new contracts.
Recruit, train (On-the-Job Training), motivate, and provide coaching to cleaning teams.

JOB RESPONSIBILITIES:
Supporting Property Operations Function(s)

. Follows property specific second effort and recovery plan.

. Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.

. Takes proactive approaches when dealing with employee concerns.

. Extends professionalism and courtesy to employees at all times.

. Communicates/updates all goals and results with employees.

. Meets at least semi annually with staff on a one-to-one basis.

. Assists/teaches the team scheduling against guest and hours/occupied room goals.

. Performs hourly job functions as needed.

Managing and Monitoring Activities that Affect the Guest Experience

. Provides excellent customer service by being readily available/approachable for all guests.

. Takes proactive approaches when dealing with guest concerns.

. Extends professionalism and courtesy to guests at all times.

. Responds timely to customer service department request.

. Ensures all team members meet or exceed all hospitality requirements.

Assisting in Managing Profitability

. Assists in performing required annual Quality audit with GM.

. Ensures a viable key control program is in place.

. Understands financial statements, sales and activity reports, and other performance data.

Conducting Human Resources Activities

. Interviews and assists in making hiring decisions.

. Receives hiring recommendations from team supervisors.

. Ensures orientations for new team members are thorough and completed in a timely fashion.

Other Tasks

. Any other tasks as assigned by management.

Requirements:

• Degree or equivalent qualification preferred.
• Minimum 8 years of experience in hotel, or service operations.
• Strong leadership, communication, and problem-solving skills.
• Able to work independently and handle multiple tasks under pressure.
• Proficient in Microsoft Office (Excel, Word, Outlook).
• Must be willing to work 6 days per week and be on standby for urgent operations.
• Must able to work shift work, weekends and public holidays (if operation needed)