Director of Operations-Crowne Plaza Penang
IHG · Malaysia
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.