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 (Bar), Wellness Floor (pool, spa and gym) and world-class banquet facilities with the brand new The Ballroom
The Role
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

• Drive achievement of Gross Operating Profit through revenue growth and management of expenses while abiding by the Policies & Procedures dictated by the Pan Pacific Hotels Group.
• Oversee the timely development and completion of the annual Budget and monthly forecast and regularly monitor performance and assume responsibility for its achievement.
• Monitor the productive deployment of operations expense budgets and purchases whilst keeping with regulatory and audit guidelines.
• Strategize continual improvements to the asset that will positively impact the asset value and financial return and communicate these effectively to concerned stakeholders.
• Deal with suppliers / vendors for quality products and services and provide performance assessment.

People & Culture Management and Development

• Support the General Manager in developing people & culture to ensure on-going management and staff capability development through its selection and performance management.
• Identify associates' learning needs and assist with development through learning and education programs.
• Oversee and implement succession planning program at the hotel, incorporating the development of management competencies and in line with the Corporate's guidelines.
• Work closely with the Heads of Department to develop and grow the teams through mentorship and coaching and provide timely and constructive feedback when required.
• Continuous focus on associate satisfaction through driving People & Culture initiatives, building highly efficient and motivated teams who are committed to guest satisfaction and care.

Other Responsibilities

• Comply with all relevant Workplace Safety & Health practices and maintains a safe workplace for all associates.
• Exercise responsible behaviour always to uphold the image and reputation of the Pan Pacific Hotels Group, Hotel and department.
• Carries out any other reasonable duties and responsibilities as assigned.

Talent Profile

• A current Division Head in Rooms or F&B Operations with a minimum of 3 to 4 years' experience in a 4-star mid-sized Hotel;
• Oversight of hotel operations with a strong background in either Rooms or Sales, including a proven track record in managing financials and revenue generation.
• Good understanding of local maket strategies and revenue management.
• Minimum Diploma from a recognized hospitality/ tertiary institution and/or have gained 10 years of senior management experience in the hotel industry.
• Strong results oriented, strategic leader with sound business judgement.
• Strong personality with a high level of effective communication.
• Highly adaptable with ability to lead and direct changes.
• The ability to develop high performance teams and to motivate and mentor future leaders.
• Strong adaptability and ability to integrate and work with the local community.
• Creativity and innovation focused to be the trend setter rather than the follower of others.
• Excellent revenue management skills with experience of Budget, Forecast and P&L