Hotel Operations Director: Guest Experience & Profitability

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

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.