Hospitality Operations Director: Guest Experience & Growth

InterContinental Hotels Group; Seberang Perai; Hybrid; MYR 350,000 - 600,000; Full time

Job summary

InterContinental Hotels Group in Penang, Malaysia seeks a senior operations leader to oversee daily hotel operations across departments, driving efficiency, service excellence and guest satisfaction.

You will lead, coach and develop department heads, ensure compliance with IHG standards and safety regulations, monitor KPIs and guest feedback, and drive financial performance through manpower planning and cost control.

Qualifications

• Bachelor's Degree in Hospitality Management, Business Administration or a related field.
• 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.

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.

Skills

Operational leadership

Strategic planning

Team development

Guest satisfaction

Financial management

Brand standards

Education

Bachelor's degree in Hospitality Management / Business Administration

Job description

InterContinental Hotels Group in Penang, Malaysia seeks a senior operations leader to oversee daily hotel operations across departments, driving efficiency, service excellence and guest satisfaction.

You will lead, coach and develop department heads, ensure compliance with IHG standards and safety regulations, monitor KPIs and guest feedback, and drive financial performance through manpower planning and cost control.