Director of Operations

Position Summary Statement

The Director of Operations (DOO) must demonstrate strong commercial acumen and the ability to build and maintain relationships with both internal and external stakeholders. Supports the General Manager in driving hotel operations, business development, and guest satisfaction through effective, relationship-focused leadership. The DOO identifies and raises operational issues to the GM, coordinates daily activities, and ensures the maximisation of revenue and profitability. Responsibilities include assisting with the annual budget, monthly forecasts, and collaborating with senior management to implement strategies and initiatives aligned with Pan Pacific Hotels Group’s growth targets.

Operational Responsibilities

Operations Management

• Fully responsible for the operations of Front Office, Information Technology, Housekeeping, Engineering, Security, Spa & Fitness, Food & Beverage operations.
• Support and work with all Head of Departments in all hotel activities to ensure efficiency and high standards of operations in the assigned areas.
• Inspect and ensure the front and heart of house are in operative condition to receive and serve the guests at high levels of guest satisfaction through the consistent execution of all corporate brand standards, visible operational leadership, active trend analysis and hands-on interaction with guests and associates.
• Conduct regular operations team meetings with Heads of Department and Managers to effectively communicate to the teams on hotel strategies, operational issues, action to be taken for service recovery and staff issues.
• Formulate strategies and collaborate with associates to continually improve the guest experiences while maximizing revenue and profits.
• Work with teams to create authentic local experiences in guest accommodation, Food & Beverage, Spa & Fitness.
• Lead initiatives to enhance guest satisfaction metrics, including TrustYou and Net Promoter Score (NPS).
• Available on call 24 hours to resolve any urgent problems or emergencies at the Hotel.
• Keep ahead of industry trends and create new revolutionary standards to upkeep guest satisfaction and service recovery process.
• Ensure active implementation and adherence to PARKROYAL Brand Touchpoints & Magnifiers through implementation of Standard Operating Procedure.
• Understand the updated local and international markets and lead strategic initiatives to maximise revenues in any given situation.
• Ensure all Hotel-related licensing and legal requirements are in place and maintained in accordance with the laws of the country.

Financial Management

People & Culture Management and Development

Other Responsibilities

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