Head of Operations

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Federal Land Development Authority (FELDA) Full time
Head of Operations (FIC Hospitality Sdn Bhd)

The Head of Operations (Hospitality) is responsible for overseeing and managing the daily operations of hospitality services within the organization. This includes ensuring the highest standards of guest experience, operational efficiency, cost management, staff training and development, and overall service quality. The Head of Operations will lead, manage, and motivate the operations team to achieve company objectives and maintain a competitive edge in the hospitality industry.

Key Responsibilities:

  1. Operational Management:
    Oversee daily operations across all areas of hospitality services, including food and beverage, housekeeping, guest services, and event management.
    Ensure all departments operate within company standards, policies, and industry regulations.
    Continuously evaluate and improve operational processes to enhance guest satisfaction and operational efficiency.
  2. Staff Management:
    Lead, coach, and develop a team of department heads and operational staff to achieve organizational goals.
    Develop training programs to ensure staff are equipped with necessary skills and knowledge.
    Set clear objectives for teams, monitor performance, and provide regular feedback.
  3. Financial Management:
    Manage operational budgets, ensuring cost control, revenue maximization, and profitability.
    Work closely with the finance team to monitor expenses, analyze financial reports, and recommend improvements.
    Develop pricing strategies and ensure efficient resource allocation for operational activities.
  4. Guest Experience:
    Ensure exceptional guest experiences by maintaining high service standards.
    Handle guest complaints, feedback, and special requests in a professional and timely manner.
    Implement initiatives to continuously improve customer satisfaction and loyalty.
  5. Strategic Planning and Reporting:
    Collaborate with senior management to develop and implement long-term operational strategies.
    Prepare regular reports on operational performance, including key metrics such as occupancy rates, revenue, and guest satisfaction.
    Analyze market trends, competitor activities, and consumer preferences to stay ahead of industry changes.
  6. Health, Safety, and Compliance:
    Ensure compliance with local, state, and federal regulations, including health, safety, and licensing requirements.
    Ensure the organization follows best practices for sustainability and environmental responsibility.
  7. Project Management:
    Lead the implementation of new projects and initiatives aimed at enhancing the hospitality experience, improving efficiency, or expanding the organization's offerings.
    Oversee renovation projects, system upgrades, or service enhancements as needed.

Qualifications and Requirements:

  • Bachelor's degree in Hospitality Management, Business Administration, or related field (Master's preferred).
  • Minimum of 5 years of experience in hospitality operations, with at least 3 years in a managerial or leadership role.
  • Strong understanding of hospitality industry trends, best practices, and operational standards.
  • Proven track record of managing teams and driving operational improvements.
  • Excellent communication, interpersonal, and leadership skills.
  • Strong financial acumen, with the ability to manage budgets, forecast, and analyze financial reports.
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
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