Hotel Operations Manager

Location: Orchard Road
Full Time

We are looking for a highly organized and people-centric professional to ensure the seamless operation of our behind-the-scenes world.
Key Responsibilities
Guest Experience & Service Leadership:
- Serve as the ultimate ambassador of our hotel's brand and service philosophy on the floor.
- Oversee all front-facing departments: Front office, Housekeeping, Maintenance, and Food & Beverage, ensuring a unified and exceptional guest journey.
- Proactively resolve guest concerns and opportunities, turning challenges into moments of loyalty.
- Implement and refine service standards, SOPs, and training programs to ensure consistency and excellence.
- Analyse guest feedback (reviews, surveys) and translate insights into actionable operational improvements.

Daily Operations & Team Management:
- Manage the daily operational rhythm, including staff scheduling, shift briefings, and inter-departmental communication.
- Conduct regular inspections of guest rooms, public areas, and back-of-house to ensure impeccable cleanliness, maintenance, and brand standards.
- Lead, coach, and mentor department supervisors and team members, fostering a culture of accountability, professionalism, and warmth.
- Handle staffing needs in collaboration with HR/Adim, including recruitment support, training, and performance management for operational roles.
- Manage operational budgets, control department costs (labour, supplies) and optimise efficiency without compromising quality.

Property & Revenue Management:
- Oversee preventative maintenance programs and coordinate with contractors for repairs.
- Manage inventory of front office and housekeeping supplies
- Collaborate with the owner on revenue management strategies, including rate management, upselling initiative, and occupancy optimization.

Who You Are:
- A natural leader who inspires teams through presence, clarity, and support, not just authority.
- Guest-obsessed, with an intuitive sense of hospitality and a commitment to creating memorable moments.
- A practical problem-solver who remains calm under pressure and can think on your feet.
- Meticulously detail-oriented, with an eagle eye for what makes a perfect guest environment.
- An excellent communicator who can connect authentically with guests, team members, and owners.
- A hands-on door who isn't afraid to jump in to help clean a room, check in a guest, or resolve a maintenance issue.

Qualifications & Experience:
- Diploma in Hospitality Management, Business, or a related field preferred.
- Minimum of 5 years of progressive supervisory/management experience in a hotel front office or operations role. Co-living or boutique hotel experience is highly preferred.
- Proven track record of leading teams, driving guest satisfaction and managing operational budgets.
- Strong technical proficiency with Property Management Systems (PMS), booking channels, and standard hotel operating platforms.
- In-depth knowledge of housekeeping procedures, front office operations, and basic facility management.
- Flexibility to work a varied schedule, including weekends, holidays, and occasional nights.

What We offer:
- A competitive salary and comprehensive benefits package.
- The opportunity to shape the culture and operations of a distinctive boutique hotel.
- A leadership role with significant autonomy and impact in a growing, independent property.
- A collaborative, supportive, and creative work environment.
- Professional development opportunities.