Operations Manager

Raffles is a collection of luxury hotels and resorts worldwide, each distinguished by its luxury, elegance and residential charm. Raffles Hotels & Resorts are one-of-a-kind properties, each one a landmark in its respective city, positioned at the top of its local market and rated among the very best in the world.

• Consistently offer professional, friendly and engaging service
• Manage the cost effective and efficient operation of the Hotel in order to maximize guest satisfaction, employee engagement and satisfaction and EBITDA
• Actively participate in the strategic planning and ongoing development of the hotel, including revenue forecasting, ensuring the delivery of our environment commitments, overseeing the health, safety and security of our guests and colleagues.
• Lead and support all departments in the achievement of their financial and operational targets via effective organizational development, policy and procedural development, and appropriate colleague training activities, thus ensuring our shareholders receive their return on investment.
• Clearly demonstrate to guests and colleagues a commitment to service excellence through the effective implementation and delivery of Raffles Hotels Core Standards at all times.
• Foster a winning, solution-oriented work environment, motivating and engaging colleagues to continuously deliver the best possible service to our guests.
• Direct operational needs to ensure compliance with the hotel’s Annual Budget and Strategic Plan.
• Ensure that monthly financial outlooks for Rooms and Food & Beverage are on time, on target and accurate.
• With the respective Executive Committee members, play a lead role in the management of Rooms and Food & Beverage initiatives.
• Work closely with the Controller to ensure labor forecasts are completed to company standard for presentation to GM and in line with revenue and service expectations.
• Coordinate the planning and implementation of capital projects.
• Responsible for guest relations and for handling guest response alerts within the require time lines.
• Coordinate bi-weekly leadership and weekly divisional meetings.
• Monitor and act on staffing levels and productivity targets.
• Create, update and ensure timely awareness of the hotel’s business
• Continuity plan as well as its emergency and crisis management plans.
• Plan and coordinate events for various celebrations throughout the year, such as, but not limited to, holiday celebrations, cultural festivals.
• In consultation with the General Manager, direct and oversee the performance of the Director of Culinary, F&B Manager and Front Office Manager. This includes preparing and conducting the annual LEAD review.
• Co-Chair the Hotel’s Environmental Committee.
• Oversee all outside partnership relationships connected with services to the guest or colleagues.
• Manager the Activities in the Hotel conducted by the Activity Manager for guest and colleagues.
• Function as a key member of the hotel Executive Committee and leadership team.
• Follow all safety policies.
• Other duties as assigned from time to time.

• Post-Secondary Education or relevant qualifications in Hotel Management