Operation Manager

Key Responsibilities 1. Daily Operations Management & Seamless Guest Journey Oversee and synchronize daily operations across all operational departments to ensure seamless guest touchpoints from arrival to departure. Conduct daily property inspections and walkthroughs to ensure all public areas, guest rooms, and back-of-house facilities strictly comply with Radisson brand standards and safety protocols. Act as the senior escalation point for high-priority guest complaints, resolving critical service breakdowns with sound judgment, empathy, and strict adherence to service recovery protocols. 2. Financial Performance & Cost Control Collaborate with the General Manager and Finance department to formulate annual operational budgets, department-level OPEX targets, and labor productivity models aligned with occupancy forecasts. Monitor daily and monthly financial indicators (RevPAR, GOP, labor costs, departmental expenses) and implement proactive cost-control measures without compromising service quality. Drive operational efficiency by optimizing resource allocation, managing vendor contracts, and reducing waste across all revenue and cost centers. 3. Brand Standards & Quality Assurance Lead the execution of internal and external brand audits (QA Audits), ensuring 100% compliance with Radisson Hotel Group operational standards and standard operating procedures (SOPs). Analyze guest feedback metrics (GSS, TripAdvisor, OTA scores) to identify recurring operational gaps, execute targeted corrective actions, and continuously elevate the guest experience. Embed the "Yes I Can!" service philosophy into the daily routines of all front-line and supervisory staff through active coaching and mentoring. 4. People Management, Training & Development Oversee department head performance, coaching them on effective scheduling, labor management, and talent retention strategies. Partner with Human Resources on manpower planning, departmental recruitment pipelines, probation reviews, and employee engagement initiatives. Foster a collaborative, high-performance work culture that dismantles operational silos and encourages cross-departmental communication. 5. Health, Safety & Sustainability Work closely with the Safety Officer and Loss Prevention team to maintain rigorous health, safety, and hygiene standards (HACCP, fire safety, and emergency response plans). Champion resort sustainability and environmental initiatives mandated by the corporate office, including energy reduction, waste management, and green practices. Candidate Requirements 1. Education Bachelor’s Degree in Hotel and Restaurant Management, Business Administration, or a related discipline. 2. Professional Experience Minimum of 5 years of progressive operational leadership experience in international chain hotels or upscale resorts (4 to 5-star category), with at least 2 years in a multi-departmental role (e.g., Operations Manager, Executive Assistant Manager, or heavy multi-unit Department Head such as Rooms Division / F&B Director). Proven track record in managing resort operations with 100+ keys. 3. Skills & Competencies Leadership & People Management: Exceptional leadership capability with proven experience in managing culturally diverse teams, driving accountability, and mentoring department heads. Financial & Analytical Acumen: Strong proficiency in P&L interpretation, budget management, labor cost optimization, and revenue/cost drivers in hospitality. Communication & Interpersonal Skills: Fluent in professional English (written and spoken). Excellent stakeholder management skills across corporate, executive, and property levels. Technical Proficiency: High competency in Hotel PMS (e.g., Opera), Microsoft Office Suite, and HR/Operations management software (e.g., ByteHR). Crisis Management & Decision Making: Decisive, composed under high-pressure scenarios, and capable of resolving operational anomalies swiftly. 4. Personal Attributes & Work Ethic High energy, resilient, and adapt

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