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