Operation Manager

Operations Manager – Hotel De’La Ferns, Cameron Highlands Turn Exceptional Operations into Unforgettable Guest Experiences! Remember those times when you naturally took charge, ensuring everything ran smoothly around you? Now imagine bringing that same energy to a place where every detail matters, and every guest’s satisfaction is a reflection of your leadership! Hotel De’La Ferns in Cameron Highlands is seeking an Operations Manager to oversee the seamless running of all departments, delivering exceptional service while ensuring operational efficiency. If you have a passion for hospitality and an eye for excellence, we want you on our team! About Us Nestled in the heart of Cameron Highlands, Hotel De’La Ferns is a boutique sanctuary known for its timeless elegance, warm hospitality, and personalized service. Surrounded by lush greenery and misty landscapes, we offer a tranquil escape where guests indulge in the finest comforts. Our goal? To create memorable stays through impeccable service, seamless operations, and an unwavering commitment to excellence. Role Overview The Operations Manager is responsible for the overall performance of the hotel’s daily operations, ensuring that every department functions at its best to deliver a world-class guest experience. This role requires strong leadership, a hands-on approach, and the ability to drive efficiency while maintaining the highest service standards. Key Responsibilities Operational Leadership & Oversight • Fully responsible for all aspects of all hotel departments, ensuring smooth and efficient operations. • Support and collaborate with all Heads of Departments (HODs) to drive performance and service excellence. • Ensure that the hotel premises are always in optimal condition to receive and serve guests. • Conduct routine operational inspections to uphold quality, cleanliness, and service standards across all areas. • Monitor guest satisfaction and implement service recovery strategies where necessary. Team Management & Coordination • Conduct daily/weekly operations meetings with all department heads to discuss routine matters, service improvements, and staff-related issues. • Provide leadership, training, and mentorship to HODs and staff, fostering a culture of continuous improvement and excellence. • Identify staff learning needs and facilitate professional development opportunities. • Provide timely and constructive feedback to department heads and team members to enhance performance. Service Excellence & Quality Control • Oversee the implementation of Standard Operating Procedures (SOPs) in all departments and conduct regular checks for compliance. • Work closely with the Front Office, Housekeeping, and F&B teams to ensure smooth coordination and a seamless guest experience. • Maintain the highest standards of cleanliness, ambiance, and hospitality culture throughout the hotel. • Handle guest concerns and feedback, ensuring timely resolutions and service recovery where necessary. F&B and Kitchen Coordination & Oversight • Collaborate with the F&B and Kitchen teams to ensure smooth service and maintain quality standards. • Monitor food quality, hygiene, and service efficiency to enhance the dining experience for guests. • Work closely with the Executive Chef and F&B team to manage inventory, control wastage, and ensure cost efficiency without compromising quality. • Oversee compliance with food safety regulations and kitchen operational procedures. • Assist in F&B operations when needed, ensuring seamless service between the front and back of house. • F&B experience is appreciated but not compulsory. Supplier & Inventory Management • Work with the Purchasing Manager and vendors to ensure quality and cost-effective procurement of supplies. • Conduct regular inventory checks (F&B, kitchen, housekeeping, and amenities) to ensure adequate stock levels and prevent wastage. • Assess vendor performance and provide quarterly evaluations for continuous improvement. Guest Experience & Service Recovery • Monitor and review guest feedback and online reviews, working with the team to enhance the hotel’s reputation. • Develop and implement strategies to improve guest satisfaction, loyalty, and personalized experiences. • Oversee customer recovery efforts and ensure guest concerns are addressed effectively, especially during check-out. Emergency & Crisis Management • Be available on-call 24/7 to handle emergencies and urgent operational issues. • Ensure strict safety and security protocols are followed across the property. • Conduct regular safety drills and staff training on emergency response procedures. Sales & Marketing Coordination • Work closely with the sales and marketing team to develop business strategies that drive occupancy and revenue growth. • Attend weekly meetings with the sales team to discuss enquiries, conversions, and marketing campaigns. • Support initiatives that enhance brand positioning and market presence. What You Need to Succeed in This Role • Strong leadership and team management skills. • Customer service excellence with a hands-on approach. • Problem-solving and crisis management abilities. • F&B and kitchen coordination experience is a plus but not compulsory. • Adaptability and decision-making in fast-paced environments. • Knowledge of hotel operations, including Front Office, Housekeeping, and F&B. • Proficiency in hotel systems (IDB PMS and PoS is an advantage). • Attention to detail to uphold high service and operational standards. • Strong communication skills (both verbal and written). • Ability to multitask and handle high-pressure situations. Why Join Us? At Hotel De’La Ferns, we don’t just offer a job – we offer a career in a dynamic and rewarding hospitality environment. Join us, and be part of a team that creates memorable stays for guests while enjoying the beauty of Cameron Highlands! Ready to Lead & Elevate Hotel Operations? Apply today and let’s shape exceptional guest experiences together!