Cluster Director of Operations

Job Detail
Offerd Salary (USD)
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Career Level Giám đốc
Experience 3-5 Years
Gender Male/Female
Sector
Hà nội, Bắc Ninh, Hưng Yên
Industry
Dịch vụ khách hàng , Du lịch/Khách sạn/ Hàng không , Quản lý điều hành
Job Description
As the Cluster Director of Guest Operations, you will lead and oversee all operational departments across multiple properties, ensuring smooth and efficient operations while maintaining exceptional guest service standards. You will manage daily operations-including front office, housekeeping, food and beverage, and other key departments-driving performance, optimizing resources, and consistently achieving guest satisfaction and financial objectives.
You will collaborate closely with the General Manager, functional leaders, and management teams, particularly Guest Operations Managers, to develop and implement strategies that enhance service delivery and operational efficiency. Your leadership will ensure seamless operations across all properties, creating positive experiences for both guests and team members.
Key Responsibilities
Leadership & Strategic Direction
Provide strategic oversight of all operational departments across the cluster, ensuring efficiency and alignment with organizational goals.
Work with the General Manager to design and execute operational strategies that drive performance and elevate guest satisfaction.
Coordinate operations across properties to ensure consistent standards and leverage best practices to improve overall performance.
Operational Oversight & Efficiency
Supervise guest operations across all properties, ensuring departments collaborate effectively to deliver an outstanding guest experience.
Implement process improvements and best practices to optimize resources, reduce costs, and enhance operational efficiency.
Oversee Guest Operations Managers to ensure high standards of service and operational excellence.
Guest Satisfaction & Service Excellence
Ensure that all guest interactions meet or exceed service standards, addressing concerns or complaints promptly and professionally.
Monitor guest feedback and work with department heads and Guest Operations Managers to continuously enhance service quality.
Financial Management & Budgeting
Manage departmental budgets across multiple properties, collaborating with finance teams to control costs, maximize revenue, and achieve financial targets.
Review operational financial reports and identify opportunities to improve profitability while maintaining service quality.
Team Development & Talent Management
Lead, motivate, and develop department heads and their teams, fostering a high-performance, engaged workforce.
Support Guest Operations Managers in developing their teams and maintaining consistent training and professional development across the cluster.
Cross-Department Collaboration
Facilitate collaboration across departments to ensure smooth communication and operational efficiency.
Align operational strategies with business objectives, optimizing occupancy and guest experience.
Compliance & Risk Management
Ensure all operational departments comply with health, safety, and regulatory standards through audits and corrective actions.
Manage risk by adhering to policies, procedures, emergency protocols, and security measures.
Reporting & Performance Tracking
Prepare regular reports on operational performance, guest satisfaction, and financial metrics, providing insights and recommendations to senior leadership.
Track and analyze KPIs to evaluate efficiency and inform data-driven decisions.
Benefits & Perks
Work with a globally recognized hospitality brand.
Join a dynamic, innovative environment that values creativity and leadership.
Competitive salary, comprehensive benefits, and opportunities for career growth.
The chance to shape guest experiences and leave a lasting impact on the brand.
Requirement
Male/Female
Bachelor's degree or equivalent in Hospitality Management, Business Administration, or related fields.
Proven experience in a senior operations management role within the hotel or hospitality industry.
Excellent leadership and team management skills, with the ability to drive performance and motivate staff.
Strong communication and interpersonal skills, with the ability to collaborate effectively across multiple departments.
Deep understanding of hotel operations, including front office, housekeeping, food and beverage, and engineering.
Strong financial management skills, including budgeting, forecasting, and cost control.
Proficiency in hotel management systems (PMS) and other relevant operational software.
Fluent in English; additional language skills are an advantage.
Ability to work flexible hours, including evenings, weekends, and public holidays.
Keywords
Headhunter Vietnam
HRChannels Headhunter
Cluster Director of Operations
Viec lam tai Ha Noi