Director of Operations

voco Kuching; Kuching; On-site; MYR 180,000 - 260,000; Full time

Job summary

voco Kuching is seeking a Director of Operations to lead the hotel's day-to-day performance across Front Office, Housekeeping, F&B, Culinary and Banquets, ensuring a consistent, high-quality guest experience aligned with voco and IHG standards.

You will partner with the General Manager and department heads to drive guest satisfaction, staff engagement, operational efficiency, budget adherence and risk management, stepping in as needed during emergencies and major incidents.

Qualifications

• Bachelor's degree or Diploma in Hospitality Management or related field.
• Significant experience in hotel operations, preferably upscale or international.
• Senior operational leadership across multiple hotel departments.
• Strong knowledge of Rooms Division, F&B and hotel operations.
• Excellent communication and interpersonal skills.
• Strong commercial and financial understanding.
• Ability to manage multiple priorities in a fast-paced hotel environment.

Responsibilities

• Lead and oversee day-to-day hotel operations to ensure smooth, efficient and effective service delivery.
• Provide direction, guidance and support to operational Heads of Department and their teams.
• Drive a strong guest-centric culture across all operational departments and monitor guest satisfaction, online reviews and service recovery trends.
• Oversee the effective operation of Front Office, Housekeeping and related Rooms Division functions.
• Provide operational leadership and coordination across Food & Beverage, Culinary and Banquet operations.
• Support the General Manager in achieving the hotel's financial and operational targets and review departmental budgets and operating results.
• Provide strong leadership, coaching and direction to operational teams and support recruitment, onboarding, performance management and talent development.
• Ensure compliance with IHG, voco and hotel policies, standards and operating procedures, including health, safety, hygiene and security requirements.
• Develop and implement operational action plans based on business performance, guest feedback and audit results.
• Act as a senior operational leader during emergencies, major incidents and business disruptions.

Skills

Leadership

Decision-making

Problem-solving

Communication

Interpersonal skills

Commercial acumen

Financial understanding

Multitasking

Hotel operations

Education

Bachelor's or Diploma in Hospitality/Hotel Admin

Job description

The Director of Operations is responsible for the overall operational performance and service delivery of the hotel, ensuring that all guest-facing and operational departments work together effectively to deliver a consistent, high-quality guest experience in line with voco and IHG standards. The role provides strategic and operational leadership across Front Office, Housekeeping, Food & Beverage, Culinary, Banquets, Recreation and other operational functions as assigned. The Director of Operations works closely with the General Manager and Heads of Department to drive guest satisfaction, colleague engagement, operational efficiency, revenue performance, cost control and compliance. The position acts as a key member of the hotel leadership team and deputizes for the General Manager when required.

Key responsibilities

Lead and oversee the day-to-day operations of the hotel to ensure smooth, efficient and effective service delivery

Provide direction, guidance and support to operational Heads of Department and their teams

Drive a strong guest-centric culture across all operational departments and monitor guest satisfaction, online reviews and service recovery trends

Oversee the effective operation of Front Office, Housekeeping and related Rooms Division functions

Provide operational leadership and coordination across Food & Beverage, Culinary and Banquet operations

Support the General Manager in achieving the hotel's financial and operational targets and review departmental budgets and operating results

Provide strong leadership, coaching and direction to operational teams and support recruitment, onboarding, performance management and talent development

Ensure compliance with IHG, voco and hotel policies, standards and operating procedures, including health, safety, hygiene and security requirements

Develop and implement operational action plans based on business performance, guest feedback and audit results

Act as a senior operational leader during emergencies, major incidents and business disruptions

About you

Bachelor's degree or Diploma in Hospitality Management, Hotel Management, Business Administration or a related field preferred

Significant experience in hotel operations, preferably in an upscale, luxury or international hotel environment

Proven experience in a senior operational leadership role with responsibility across multiple hotel departments

Strong experience in Rooms Division, Food & Beverage and/or overall hotel operations

Strong leadership, decision-making and problem-solving abilities

Excellent communication and interpersonal skills

Strong commercial and financial understanding

Ability to manage multiple priorities in a fast-paced hotel environment

Strong knowledge of hotel operations, service standards and guest experience

Proficient in relevant hotel systems and Microsoft Office applications