Main Function
The Operations Manager at the Hotel is responsible for ensuring smooth day-to-day operations of all departments, maintaining high standards of service delivery, and driving efficiency across the hotel. This role involves supervising staff, managing budgets, improving operational processes, and ensuring guest satisfaction. The Operations Manager plays a key role in supporting the General Manager in achieving the hotel’s overall goals and objectives.
Role Responsibilities
Operational Leadership
- Oversee the daily operations of all departments to ensure efficiency and service excellence.
- Implement, and monitor the hotel’s standard operating procedures (SOPs) for all operational departments.
- Collaborate with department heads to ensure departmental goals align with overall hotel objectives.
- Monitor and evaluate staff performance, providing guidance and support to improve productivity.
- Ensure compliance with health, safety, and hygiene standards across all areas of the hotel.
Guest Experience Management
- Ensure the delivery of exceptional guest experiences by maintaining high standards of customer service.
- Handle escalated guest complaints and resolve issues promptly to ensure guest satisfaction.
- Review guest feedback from surveys, online reviews, and other sources to identify areas for improvement.
- Implement initiatives to enhance guest loyalty and retention.
Financial and Budget Management
- Assist the General Manager in preparing and managing operational budgets.
- Monitor departmental expenses to ensure cost efficiency and adherence to budgets.
- Analyze financial performance and identify areas to improve profitability.
- Negotiate contracts with vendors and suppliers to secure cost-effective agreements.
Staff Management and Training
- Supervise, mentor, and motivate department heads and staff to achieve their performance targets.
- Coordinate recruitment, onboarding, and training programs for operational staff.
- Ensure all employees comply with company policies, standards, and regulatory requirements.
- Promote a culture of teamwork, innovation, and continuous improvement among staff.
Process Improvement and Efficiency
- Identify inefficiencies in hotel operations and implement strategies for improvement.
- Conduct regular inspections of all areas of the hotel to ensure compliance with quality and safety standards.
- Leverage technology and automation to enhance operational efficiency and service delivery.
Reporting and Communication
- Prepare and present operational reports, including revenue, occupancy, and service metrics, to the General Manager.
- Act as a liaison between staff and senior management to ensure smooth communication.
- Maintain strong relationships with external partners, vendors, and stakeholders.
Qualifications
Education and Certifications
- Bachelor’s degree in Hospitality Management, Business Administration or a related field
- Professional certifications in hotel management or operations are an advantage
Experience
- Minimum of 7 years experience in hotel operations, with at least 3 years in a management role
- Proven track record of managing diverse teams and delivering operational excellence in a luxury or boutique hotel
Competences/Skills
Skills
Leadership and People Management
- Ability to lead, motivate and develop a team to achieve high performance
Operational Expertise
- Strong understanding of hotel operations, including front office, housekeeping, food and beverage, and maintenance
Customer Service
- Exceptional problem-solving and conflict resolution skills to handle guest concerns
Financial Acumen
- Proficiency in budgeting, financial analysis and cost control
Analytical and Strategic Thinking
- Ability to analyze data, identify trends and make data-driven decisions
Communication Skills
- Strong verbal and written communication skills, with the ability to interact effectively with guests, staff and stakeholders
Technical Proficiency
- Familiarity with property management systems (PMS), point-of-sale (POS) systems and other hotel management software
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Main Function
The HR Manager provides quality compliance and administrative support to the Group Executive Director and HR Team
Role Responsibilities
- Oversee the formulation and effective implementation of recruitment strategies and plans to identify, hire, retain and motivate the best talents to meet the Group needs
- Supervise the planning and forecasting of workforce requirements, including tracking and monitoring of organisation structure and manning levels.
- Design, implement and effectively monitor appropriate employee reward strategies, policies and programmes to enable the Group of Companies attract and retain the best talents.
- Develop and implement a robust performance management system for the Group to ensure the companies are objective, equitable, transparent and merit-driven.
- Effectively liaise with senior management and employees to maintain and improve company-employee relations.
- Recruit, onboard, and train new company hires according to the needs of department managers and company budget.
- Ensure compliance of company directives, regulatory concerns, and health and safety protocols.
- Administer payroll, company benefits packages, corporate events, and team building meetings.
- Track progress, timelines, and priorities of projects
- Ensure proper documentation for new employees
- Ensure reference checks and Guarantors’ verification of new employees is professionally done
- Draft termination paperwork and provide support for exit interviews
- Keep abreast with global HR trends and good practice
- Ensure a robust Learning Management System group-wide
Competencies/Skills
- Employee Selection & Development
- Occupational Safety
- Employment Laws
- Recruitment & Onboarding
- Developing Training Programs
- Good analytical and problem-solving skills
- Advanced presentation and facilitation skills
- Excellent communication (verbal and written) and interpersonal skills
- Working knowledge of Microsoft Office tools
- Detail oriented
Behavioural Qualities/Other Competences
- Personable and able to comfortably and pleasantly deal with a variety of people
- Proactive identification and elimination of inefficiencies
- Continual self-development
- Outstanding organisational and time-management abilities
- Strong ethics and reliability
Experience/Qualification
- Minimum 7 years proven work experience
- Knowledge of HR functions (pay & benefits, recruitment, training & development etc.)
- Understanding of labour laws and disciplinary procedures
- Proficiency in MS Office; knowledge of HRMS is an added advantage
- A degree in a relevant field.
- HR Certification (e.g. CIPM, SPHR etc.)
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Main Function
The HR Officer provides quality compliance and administrative support to the Managing Director, HR Team and Clients on various HR and Management Consulting Projects and in the execution of the firm’s Data Science Platform
Role Responsibilities
- Oversee the formulation and effective implementation of recruitment strategies and plans to identify, hire, retain and motivate the best talents to meet client organisations’ needs.
- Develop Job Descriptions and post new vacancy positions on various online platforms
- Log CVs into appropriate tracking spreadsheets
- Oversee the recruitment process, sort CVs, schedule and coordinate candidate interviews and testing
- Draft various recruitment reports for assigned organisations
- Draft and mail candidates’ application feedback
- Track progress, timelines, and priorities of projects
- Prepare Word, Excel and PowerPoint documents and presentations
- Proofread HR and other Management Consulting documents
- Organise new hire inductions
- Ensure proper documentation for new employees
- Conduct reference checks and Guarantors’ verification
- Draft termination paperwork and provide support for exit interviews
- Keep abreast with global HR trends and good practice
- Supervise the planning and forecasting of workforce requirements, including tracking and monitoring of organisation structure and manning levels.
- Designing, implementation and effective monitoring of appropriate employee reward strategies, policies and programmes to enable assigned organisations attract and retain the best talents.
- Development and implementation of client organisations’ performance management systems to ensure they are objective, equitable, transparent and merit-driven.
- Provide content/write up for the organisation’s social media platform
- Organise and coordinate trainings as assigned
- Supervise the development and implementation of work plan for the Firm’s HR Data Science Platform
- Supervise the development of HR content for the platform
- Development of training modules, organise and facilitate HR trainings to increase subscription to the platform
- Act on behalf of the Consulting Firm in, Universities, Tertiary Institutions and other organisations to train participants and ensure registration on the platform
- Creatively driving the management and expansion of the platform
- Perform other duties as assigned.
Competencies/Skills
- Good analytical and problem-solving skills
- Good negotiation skills
- Advanced presentation and facilitation skills
- Excellent communication (verbal and written) and interpersonal skills
- High sense of responsibility, accountability and dependability
- Good appreciation and working knowledge of Microsoft Office tools
- Ability to effectively learn and acquire new knowledge and skills
- Ability to share knowledge and work in a strong team-oriented environment
- Detail oriented
Behavioural Qualities/Other Competences
- Personable and able to comfortably and pleasantly deal with a variety of people
- Proactive identification and elimination of inefficiencies
- Continual self-development
- Outstanding organizational and time-management abilities
- Excellent communication and interpersonal skills
- Problem-solving and decision-making aptitude
- Strong ethics and reliability
Experience/Qualification
- 4 years proven experience as HR Officer/Administrator
- Knowledge of HR functions (pay & benefits, recruitment, training & development etc.)
- Understanding of labour laws and disciplinary procedures
- Proficient in MS Office; knowledge of HRMS is a plus
- BSc/BA in business administration, social studies or relevant field; further training will be a plus
- HR Credentials (e.g. PHR from the HR Certification Institute)
- Experience in the Building / Construction Industry is an added advantage
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