Job Description

We are seeking a highly motivated and experienced

Operations Manager

to assume full operational and strategic responsibility for Fraser Residence River Promenade. This is a leadership role that requires a strong business acumen, a passion for hospitality, and the ability to inspire and manage a diverse team. The ideal candidate is a hands-on leader who excels in both service delivery and property management, ensuring that the residence operates efficiently while meeting brand standards and guest expectations.

Key Responsibilities

Leadership & Strategy

Lead and oversee all operations of the residence including front office, housekeeping, engineering, security, and F&B. Develop and execute strategic business plans to achieve operational goals, revenue targets, and high guest satisfaction. Foster a culture of service excellence, accountability, and team collaboration.

Guest Experience

Ensure exceptional levels of guest satisfaction through personalized service and attention to detail. Handle VIP guests and critical service recovery situations with professionalism and urgency. Monitor guest feedback channels and implement improvements based on insights.

Financial & Business Management

Manage the residence's P&L, budgets, forecasts, and financial reporting. Identify cost-saving opportunities while maintaining service quality. Oversee procurement, vendor contracts, and third-party service agreements.

Team Development

Recruit, train, and develop a high-performing team aligned with Fraser's values. Conduct regular performance reviews and team engagement activities. Lead by example and ensure consistent staff grooming, behaviour, and service delivery.

Operational Excellence

Ensure adherence to corporate standards, local regulations, and health & safety requirements. Conduct regular property inspections to maintain product quality and compliance. Collaborate with sales, marketing, and revenue management teams to drive occupancy and optimize yield. Any other duties as assigned by Cluster General Manager and owner's representative.

Requirements

Diploma/Degree in Hospitality Management or a related field. Minimum 8 years of relevant experience in hospitality operations, with at least 3 years in a managerial role. Proven leadership, organizational, and problem-solving skills. Excellent interpersonal and communication abilities. Strong attention to detail and a passion for delivering exceptional guest service. Familiarity with property management systems (e.g., Opera, Infor) is an advantage. * Flexibility to work shifts, weekends, and public holidays as required