Job Description

As part of Pan Pacifc Hotels Group, PARKROYAL on Beach Road, a 346-room hotel, is perfectly located for business and leisure travellers in the city centre of downtown Singapore. Relax and enjoy world-class restaurants, shopping and business convention facilities. A stay at this wonderful Singapore hotel will always connect you to the best that Singapore has to offer and bring you unforgettable local experiences.

Our facilities include: Ginger (all-day-dining), Si Chuan Dou Hua (fine dining chinese restaurant), Club 5 (Pub/Bar), Wellness Floor (pool, spa and gym) and world-class banquet facilities with the brand new The Ballrooms.

The Role

Position summary statement:

The Director of Operations will be responsible for ensuring the smooth operations and running of the hotel as well as maintaining high service standards in conjunction with Pan Pacific Hotels Group Vision, Purpose and Values.

Primary Responsibilities:

• Responsible for assisting in the development and implementation of the annual business plan and medium term strategies, as well as establishing key performance objectives and plans to ensure the hotel meet its business targets and drives sustainable profitable growth.
• Be an active participant in the strategic marketing approach to ensure exposure of PARKROYAL on Beach Road.
• Create active strategies to maintain a strong social media capture.
• Overall responsibility for all operational components to ensure efficiency and effectiveness of operations.
• Assist the General Manager in overall responsibility of all hotel activities to ensure efficiency and high standards of operations in all areas of hotel.
• Drives high levels of guest satisfaction through the consistent execution of all brand standards, visible operational leadership, active trend analysis and hands-on interaction with guests and associates.
• Has proven ability to create innovative and integrated guests experiences in guest accommodation, Restaurant, Bars and Events and in the overall Spa/Wellness experience.
• Create an operational environment of education and empowerment that energizes associates to focus on guest preferences and aspirations, allowing for the creation of memorable guest experiences.
• Develop, implement & maintain a review and response programme for all operational section/department covering Revinate, TripAdvisor and blogs relevant to Guest Services, with results discussed and necessary actions effected in weekly and/or daily operation meetings.
• Continuous focus on employee satisfaction and ensures continuous improvement action plans are executed effectively, and as need, with a focus on a team and succession planning culture.
• Cultivate a positive culture surrounding the TrustYou & Pan Pacific Discovery programs and formulate strategies to continually improve the guest experiences.
• Ensure that all operational areas such as RBE, Front Office, Housekeeping, Security, Engineering, Spa and Culinary etc are operational ready.
• Communicate effectively the hotel strategies to the operational team (where appropriate).
• Have weekly one on one meetings with respective Department Heads and/or EXCO to support, strategize, plan and manage each the operation; coach and develop personal aspirations and goals; document and distribute minutes of each session on the day of meeting.
• Cultivate a culture of exploring new strategies on how revenue streams can be developed.
• Keep ahead of industry trends (you should set the trends rather than follow).
• Support and assist the General Manager in managing of project and operational arrangement.
• Together with the Director of Finance, in assist the timely development and completion of the annual budgets and to regularly monitor performance and assume responsibility for its achievement.
• Responsible for the productive deployment of operations expense budgets and oversight of the hotel financial and administrative systems in keeping with regulatory and audit guidelines.
• Together with the Director of Finance, assist the General Manager in leading the management process in proper expenses and cost control with required services and standards and monitoring the performance of all Departments in this process.
• Has proven ability to engineer Hotel costs to achieve profit maximisation without impacting Brand Standards or Guest Expectations.
• In conjunction with the General Manager, manage communication with the Hotel Owner (in the absence of the General Manager), in order to maintain good rapport and relationship.
• Has a proven technology focus and an ability to simplify processes through the use of technology

• Any other duties of a comparable nature as may be required.

• Minimum Diploma or Degree from a recognised Hospitality or Tertiary Institute
• A current EAM, Hotel Manager or Resident Manager with a minimum of 3 years\' international experience in hospitality industry
• Oversight of hotel operations, with a strong background in Rooms, including a proven track record in managing finanicals and revenue generation and Food & Beverage operations
• Experienced in managing diverse relationships, i.e Management Company, Hotel Owners and local regulatory authorities as well as local communities
• Good understanding of Marketing with experience or focus on social media and local market strategies
• Understanding and interest in revenue management (for both rooms and F&B)
• High level of verbal and written communications

Pan Pacific Hotels Group