Hotel Performance & Compliance Officer at Maison Fahrenheit

About the Role:

• We are seeking a detail-oriented and experienced Hotel Performance & Compliance Officer to join our team. This role is responsible for monitoring operational standards, identifying areas for improvement, and reporting directly to the Managing Director on matters affecting service quality, guest satisfaction, and operational efficiency.
• This is a non-managerial but highly influential role, designed to function independently of the General Manager and Operations team—serving as the MD’s eyes and ears across the hotel.

Key Responsibilities:

• Conduct daily walk-throughs and unannounced inspections across departments (Front Office, Housekeeping, F&B, Maintenance, etc.)
• Identify gaps in service delivery, SOP adherence, cleanliness, and guest experience
• Review Opera PMS data and audit operational reports for inconsistencies or red flags
• Monitor guest complaints and feedback to detect recurring issues or patterns
• Prepare concise weekly reports highlighting operational lapses, staff behavior, and department performance
• Provide actionable recommendations for improvement and follow up on implementation
• Ensure compliance with internal procedures, brand standards, and health & safety regulations
• Assist in investigating internal incidents discreetly and professionally
• Coordinate with MD and department heads to implement corrective actions when needed

Requirements:

• Minimum 3 years of hospitality experience in quality assurance, front office supervision, or operations auditing
• Strong knowledge of hotel SOPs and guest service standards
• Proficient in Opera PMS and daily hotel operational reporting
• Excellent attention to detail with a passion for service quality
• Ability to communicate constructively and professionally at all levels
• High level of integrity and confidentiality
• Organized, proactive, and solution-oriented