Director of Operations, Middle East and Asia Pacific

Job Description

 

Position

Director of Operations, (MEAP)

Department

Operations

Reporting to

Senior Vice President, Operations (MEAP)

 

Job Overview

The Director of Operations, (MEAP) is responsible for overseeing all operations and performance management from all The Standard and Peri properties in Asia Pacific and Middle East. The Director of Operations, (MEAP) must inspire all properties’ General Manager to create exceptional hotel performance.

 

The key objectives of this role include, but are not limited to, continuous improvement and operational implementation of hotel performance.

 

Supervises

-        Directly from all Peri’s General Manager

-        Dotted line from all The Standard’s General Manager

 

Duties & Responsibilities

·        Support properties’ General Manager to lead and grow all property initiatives.

·        Maintain sharp focus on Guest needs and satisfaction when identifying business improvement opportunities in all areas of the Hotel and Guest journey.

·        Analyze service issues and identifies trends.

·        Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.

·        Works with each property’s general manager to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

·        Review reports and financial statements to determine hotel operations performance against budget.

·        Coaches and supports each property’s general manager to effectively manage occupancy and rate, wages and controllable expenses.

·        Review guest feedback with each property’s general manager and ensures appropriate corrective action is taken.

·        Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.

·        Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to SOP.

·        Exhibiting behavioral styles that convey confidence and command respect from others, making a good first impression and representing the company in alignment with its values.

·        Identifying and understanding issues, problems and opportunities; obtaining and comparing information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.

·        Conveying information and ideas to others in a convincing and engaging manner through a variety of methods.

·        Setting high standards of performance for self and/or others; assuming responsibility for work objectives, initiating, focusing, and monitoring the efforts of self and/or others toward the accomplishment goals; proactively taking action and going beyond what is required.

·        Understanding and utilizing business information (e.g. guest satisfaction, staff engagement and property financial performance) to manage everyday operations and generate innovative solutions to approach business and administrative challenges.

·        Evaluate market conditions, organizational objectives, and important aspects of the business to accurately diagnose market opportunities and threats; anticipates opportunities and threats, identify issues and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business results.

·        Exhibit highly sharpened problem-solving skills and act in an efficient and timely manner.

·        Ability to train and delegate appropriate responsibilities to others based on their ability whilst ensuring they have sufficient support and resources.

·        Actively train and inspire team members for current assignments and future growth.

·        Implement the cost reduction effectiveness while maintain/increasing the effectiveness of hotel operations.

·        Support the onboarding general manager whether for new/existing property and ensure that he/she will understand/acknowledge their role and responsibilities.

·        Observe and support the opening property’s general manager for Pre-Opening Budget/Critical Path and Pre-Opening Plan to ensure that all process will be smooth and effective.

·        Having a fundamental understanding of how a business operates and using that knowledge effectively to make logical business decisions.

·        Works closely with property’s general manager, corporate’s discipline head and other senior executives to outline company goals and oversee the company’s long-term financial health.

 

Qualifications, Knowledge and Skills:

·        Multiple years of General Manager experience in an upscale, lifestyle Hotel operation. Hospitality Degree preferred.

·        Pre-Opening hotel Experience is a must.

·        Proven working experience in Asia is an advantage.

·        Must have affinity for customer service and be able to hold conversation with anyone. 

·        Master Communicator – excellent communication skills, both written and verbal.

·        Proficient presentation skills, able to engage a room.

·        Ability to multitask, work in a fast-paced environment and have a high-level attention to detail.

·        Maintain positive and productive working relationships with all property general manager.

·        Ability to work independently and to partner with others to promote an environment of teamwork.

·        Sound decision making; the calm in the storm.

·        Act with integrity & confidence; our reputation is paramount to our success.

·        Ability to manage change effectively.

·        Highly motivated and pro-active; act with professionalism and positivity in all interactions.

·        Ability to deliver high and consistent service standards.

·        Flexibility to work a varied schedule, which may include weekends and holidays.

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