Director of Operations-Crowne Plaza Penang

IHG Hotels & Resorts; George Town; On-site; MYR 400,000 - 650,000; Full time

Job summary

IHG Hotels & Resorts in Penang seeks a seasoned Operations Lead to oversee daily hotel operations and ensure service excellence across departments. You will drive performance to meet financial targets, coach department heads, and uphold brand standards in a luxury setting.

The role requires 8–10 years in hotel operations with senior leadership experience, strong guest-satisfaction focus, and a hands-on leadership approach. Excellent communication and strategic thinking are essential.

Qualifications

• Bachelor's degree in hospitality or related field.
• 8–10 years in hotel operations with senior leadership experience.
• Experience in international branded hotels, upscale or luxury.
• Strong understanding of Rooms, F&B and overall hotel operations.
• Proven ability to drive performance, guest satisfaction and financial results.
• Excellent leadership, communication and problem-solving skills.
• Commercial awareness with hands-on, results-oriented leadership.

Responsibilities

• Oversee daily hotel operations to ensure efficiency and guest satisfaction.
• Drive performance to meet financial targets, productivity and profitability.
• Lead, coach and develop department heads for a high-performing team.
• Ensure compliance with brand standards, policies, safety and procedures.
• Monitor guest feedback and KPIs to drive continuous improvement.
• Foster a positive culture promoting accountability and teamwork.
• Support manpower planning, cost management and resource optimization.

Skills

Leadership

Strategic thinking

People management

Guest satisfaction

Communication

Problem solving

Education

Bachelors in Hospitality

Job description

Key Responsibilities

• Oversee daily hotel operations, ensuring efficiency, service excellence and guest satisfaction across operational departments.
• Drive operational performance to achieve financial targets, productivity and profitability.
• Lead, coach and develop department heads to build a high performing team.
• Ensure compliance with IHG brand standards, hotel policies, safety regulations and operational procedures.
• Monitor guest feedback, service quality and operational KPIs to drive continuous improvement.
• Foster a positive work culture that promotes colleague accountability and teamwork.
• Support effective manpower planning, cost management and resource optimization.

Requirements

• Bachelor's Degree in Hospitality Management, Business Administration or a related field.
• Minimum 8–10 years of progressive experience in hotel operations, including significant experience in a senior leadership role in operations departments.
• Previous experience in an international branded hotel, preferably within an upscale or luxury environment.
• Strong understanding of Rooms Division, Food & Beverage and overall hotel operations.
• Proven ability to drive operational performance, guest satisfaction and financial results.
• Excellent leadership, communication, problem solving and decision-making skills.
• Strong commercial awareness with a hands on and results oriented leadership approach.
• Familiarity with IHG brand standards and systems will be an added advantage.