Core Operational Leadership • Departmental Oversight: Exercise full operational responsibility over all hotel departments, working closely with HODs (Front Office, Food & Beverage, Housekeeping, Security, etc.) to ensure seamless day-to-day execution. • Daily Operations: Actively supervise daily Front Office and F&B workflows. Ensure all premises meet brand categories, hygiene standards, and service readiness. • Special Project Management: Take end-to-end operational ownership of the Mudhouse project campus. • Quality & Auditing: Perform regular physical inspections of guest rooms, public areas, and back-of-house stores to check cleanliness, par-stock levels, expiry, staff grooming, and overall ambiance. • Meetings & Reporting: Conduct daily/weekly operational meetings with HODs to review routine operations, sales targets, guest feedback, service recoveries, and staff matters. Document and circulate meeting minutes to the GM and top management. Guest Experience & SOP Management • Guest Satisfaction: Drive a customer-first culture to maintain 100% guest satisfaction scores. Monitor customer feedback and oversee immediate service recovery protocols. • SOP Enforcement: Implement and strictly enforce Standard Operating Procedures across all departments, consulting with the GM/Consultants when refinement is required. Financial, Commercial & Vendor Management • Commercial & Financial Planning: Partner with the GM/MD on annual budgeting, monthly forecasting, cost monitoring, and overhead control to maximize organizational profitability. • Supply Chain & Inventory: Audit departmental indents, store inventories, accounts receivable, and accounts payable. • Vendor Assessments: Coordinate with the Purchase Manager to negotiate with suppliers and deliver formal quarterly vendor performance evaluations to Head Office Purchase. People Management & Team Development • Staff Development: Identify team learning needs, lead HOD training sessions, and foster staff career growth. • Feedback & Performance: Provide direct reports with regular constructive feedback through both formal reviews and informal catch-ups. Requirements • Education: Degree or Diploma in Hotel/Hospitality Management (or related field). • Experience: Minimum 7+ years of progressive leadership experience in a 5-Star Hotel setting (e.g., as Deputy Manager, Assistant Operations Manager, or Hotel Manager). • Skills: Strong commercial awareness, P&L insight, revenue management skills, budget/forecasting proficiency, and excellent interpersonal abilities. • Technical: Proficient in MS Office, Property Management Systems (PMS), and Revenue Management Systems.