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Operations Manager
2 months ago
- Operational Leadership: Oversee and manage all aspects of the Resort operations, including Rooms, Front Office & Guest Services, Housekeeping, Maintenance & Gardener, Farm, Spa as well as coordinating any Guest Activities. Ensure seamless operations and uphold the highest standards of service excellence.
- Team Management: Lead, mentor, and motivate teams within the Resort to achieve exceptional guest satisfaction. Provide guidance and support to team members, fostering a positive and collaborative work environment.
- Guest Relations: Personally attend to guest inquiries and concerns, setting a standard of exceptional guest service for the entire team. Resolve escalated guest issues promptly and effectively to ensure a memorable and positive guest experience.
- Quality Control: Ensure all guest rooms and public areas meet the resort's standards of cleanliness, comfort, and aesthetics by personally doing regular rounds to check on the property, conduct thorough room inspections before guest check-in, paying meticulous attention to details.
- Training and Development: Identify training needs and provide ongoing training to team members, ensuring they possess the necessary skills to excel in their roles and deliver outstanding service.
- Online Reviews and Guest Feedback Analysis: Reply online reviews regularly and review guest feedback and conduct performance assessments to identify areas of improvement and implement action plans accordingly.
- Health and Safety Compliance: Ensure compliance with health, safety, and security regulations throughout the rooms division to safeguard the well-being of guests and staff.
- Representation of General Manager: Stand in for the General Manager in their absence, making key decisions and overseeing the resort's operations to maintain continuity and high service standards.
Services and Duties:
- Oversee Resort and Farm operations, including check-in, check-out, to ensure all billing and payment collected and welcoming VIP guests, Long Stay guests and Repeaters.
- Personally inspect all rooms before guest check-in to ensure the highest standards, no defects.
- Work closely with the Housekeeping & Maintenance department to maintain room cleanliness and standards.
- Develop and maintain strong working relationships with other departments in particular F&B, Spa and the Farm to promote smooth operations and guest satisfaction.
Job Requirements:
- Minimum of 5 years of experience leading teams, in a similar role within the hospitality industry.
- Exceptional leadership and communication skills to effectively manage and inspire teams.
- Strong attention to detail to ensure guest rooms and public areas meet the resort's high-quality standards.
- Customer-centric approach with a proven ability to handle guest inquiries and complaints in a professional manner.
- Flexibility and willingness to live on-site at the resort, ensuring immediate responsiveness to operational needs.
- Budget management skills to control expenses and achieve financial targets.
- High level of organisational and time management skills to handle multiple responsibilities efficiently.
- Due to the unique nature of our boutique property, the successful candidate must be ready to take on multiple roles and responsibilities. As the second most senior leader, they are expected to lead by example, maintain a strong presence on the ground, and actively engage with all aspects of operations. They should be flexible, eager to embrace challenges, and thrive in a dynamic, fast-paced environment as part of one of Langkawi's top hotels.
