Arrowood International Hiring! Full Time Operations Manager in Pulau Pinang - Ricebowl

Position Summary

• The Operations Manager is responsible for overseeing the overall operations, performance, and service standards of four hotel properties under the company's management. This role ensures each hotel operates efficiently, delivers exceptional guest experiences, achieves financial objectives, and complies with company policies and brand standards. The Operations Manager works closely with Hotel Managers, department heads, property owners, and the corporate office to drive operational excellence, business growth, and continuous improvement.

Key Responsibilities

Multi-Property Operations Management

• Oversee the daily operations of four hotel properties to ensure consistent service quality, operational efficiency, and profitability.
• Develop and implement operational strategies that align with the company's objectives and each property's business goals.
• Conduct regular hotel visits, inspections, and operational audits to ensure compliance with company standards.
• Monitor operational performance and implement corrective actions where necessary.

Leadership & Team Management

• Lead, mentor, and support Hotel Managers and department heads in achieving operational excellence.
• Establish performance expectations and conduct regular performance reviews.

Financial Management

• Monitor revenue, operating expenses, labour costs, and departmental profitability across all properties.
• Review daily, weekly, and monthly financial reports and operational KPIs.
• Develop and implement cost-control initiatives without compromising service quality.
• Assist in preparing annual budgets, forecasts, and business plans.
• Identify opportunities to improve operational efficiency and maximise profitability.

Quality Assurance

• Develop action plans to improve guest experience and service standards.
• Conduct quality assurance inspections covering guest rooms, public areas, food and beverage outlets, and back-of-house operations.
• Ensure all hotels comply with company service standards, SOPs, and brand guidelines.

Compliance & Risk Management

• Ensure compliance with company policies, government regulations, health and safety requirements, and licensing standards.
• Monitor security, workplace safety, and emergency preparedness across all properties.
• Oversee risk management and implement preventive measures to minimise operational disruptions.
• Ensure accurate documentation, reporting, and operational records are maintained.

Property Maintenance & Asset Management

• Coordinate with Engineering and Maintenance teams to ensure all hotel facilities are well maintained.
• Monitor preventive maintenance programmes and capital improvement projects.
• Review maintenance priorities and recommend upgrades or renovations when necessary.
• Ensure hotel assets are protected and utilised efficiently.