Hotel Operation Manager

BOUTECH HOTELS GROUP SDN. BHD.; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Bouttech Hotels Group Sdn. Bhd. in Kuala Lumpur is seeking an experienced Hotel Operations Manager to lead Front Office, Housekeeping, Maintenance, and Security, ensuring standards are met while optimizing occupancy and revenue. The role focuses on KPI analysis, staff scheduling, training, safety, and guest satisfaction.

The ideal candidate holds a Diploma or Degree with 4–5 years in hotel operations, fluent English and Bahasa Malaysia, and Mandarin is a plus in serving our diverse client base.

Qualifications

• Diploma/degree is required for the role.
• Strong leadership and communication skills are essential.
• Experience in hotel operations and managing teams is expected.
• Ability to analyse OCC, ADR and RevPAR metrics for profitability.
• Proficiency in English and Bahasa Malaysia; Mandarin helpful.

Responsibilities

• Oversee operations across Front Office, Housekeeping, Maintenance, and Security.
• Communicate expectations, monitor performance, coach and discipline staff as needed.
• Monitor KPIs (OCC, ADR, RevPAR, total revenue) to drive profitability.
• Ensure adherence to Boutech standards and safety policies.
• Attend meetings and maintain team morale and efficiency.

Skills

Leadership abilities

Analytical skills

Communication

Team development

Problem solving

English proficiency

Education

Diploma / Degree

Job description

Supports the successful execution of all operations in the hotel operations departments and outlets (may include Front Office, Housekeeping, Maintenance, Security).

Communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures; disciplining Team Members.

Contributes to strategic plans to achieve operational objectives. Monitors and analyzes key performance indicators such as Occupancy (OCC), Average Daily Rate (ADR), RevPAR, and Total Revenue to drive profitability and growth.

Provides oversight to ensure that Boutech standards and procedures are being followed in all operational departments.

Achieves guest services operational objectives by contributing information and recommendations to strategic plans and reviews, including but not limited to productivity, quality, customer-service standards, resolving problems, identifying trends and assisting with implementing change.

Attend and contribute to periodic meetings to maintain favorable working relationships among team members and promote maximum team morale, productivity, and efficiency.

Maintains a safe, secure, and healthy environment by establishing, following, and enforcing safety policies procedures, complying with legal regulations and investigations and reporting with Human Resources Department.

Enhances property reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Creates, maintains and audit reservations to ensure reservation accuracy and all guest requests are actioned accordingly.

Monitors guest surveys and reviews, contacting guests regarding service and product.

Monitors guest requests and coordinates with respective departments (Housekeeping, Maintenance, Sales, etc.) for successful and timely completion to Boutech brand standards. Provides follow up with guests to ensure completion of requests to guest satisfaction.

Assist in handling scheduling, hiring and training for the operational departments, including but not limited to: Front Office, Housekeeping.

Ensures orientations for new team members are thorough and completed in a timely fashion

Fosters team growth through trainings, mentorship and career development.

Follows assigned checklists when supporting any operational department (Front Office, Housekeeping).

Inspecting Front Office, Housekeeping and Maintenance Departments with their respective staff for cleanliness, ambience, service readiness and staff grooming.

Ensures lobby, all public space areas and outlets are maintained and functioning to Boutech brand standards, including but not limited to overall cleanliness and presentation standards.

Assists with ordering and purchasing needs for the operational departments, including but not limited to Front Office, Housekeeping and Maintenance.

Investigates and handle complaints, disturbances, emergencies during shift.

Provides strong lobby presence to assist front office team members and guests.

Fosters and build relationships with new and existing clients.

Instills a calm, organised approach when interacting in stressful situations.

Fosters and maintains strong, positive relationships with team members across all departments through communication and regular face-to-face interaction.

Performs other duties as assigned, requested or deemed necessary by CEO/Management/Superior.

REQUIREMENT

Candidates must possess at least a Diploma / Degree and any experience field hotel may applied.

Required Language (s) English and Bahasa Malaysia.

Proficiency in Mandarin is a MUST (due to 80% of our client base originating from China, Taiwan, Hong Kong and Vietnam).

The person should have at least 4-5 years working experience in hotel industry.

Strong understanding of Hotel Management practices and extensive hands-on experience in managing hotel operations.

Proven ability to analyse and optimize OCC, ADR and Revenue metrics.

Good negotiation, communication and relationship building skills.

Exceptional Leadership abilities with great attention to detail.

Good analytical skills and initiative.

Comfort with a fast-paced environment and changing requirements.