What Is Your Role
You are accountable for the overall operational performance, guest experience, people capability, and property standards of a Modern Village Lifestyle residence.
This role exists to ensure that every guest receives a consistent, high-quality experience while delivering strong operational results, cost efficiency, and sustainable business performance.
What Will You Do
1. Property Operations
Lead daily operations across Front Office, Housekeeping, Security, and supporting functions to ensure smooth and reliable service delivery.
Ensure all operating procedures, service standards, safety requirements, and company policies are consistently executed.
Identify operational risks, service gaps, and process inefficiencies, implementing corrective actions to improve performance.
2. Guest Experience
Own the end-to-end guest journey, ensuring every interaction reflects Modern Village Lifestyle service standards.
Resolve escalated guest concerns and implement preventive actions to reduce recurring issues.
Monitor guest feedback, review platforms, and service trends to continuously improve satisfaction and loyalty.
3. People Leadership
Lead workforce planning, scheduling, and staffing allocation to ensure operational readiness at all times.
Recruit, onboard, and retain high-performing team members to support property performance and future growth.
Evaluate the performance and development readiness of Front Office Leaders, Team Leaders, and key operational employees.
Build succession plans and identify future leaders to strengthen organizational capability.
4. Training & Capability Development
Deliver onboarding, coaching, and re
fresher training programs to ensure consistent service delivery across all shifts.
Conduct service observations, operational audits, and practical coaching sessions to improve team capability.
Identify performance gaps and implement targeted development plans that improve both individual and team effectiveness.
5. Quality & Performance Management
Monitor and drive key operational KPIs including Guest Review Score, Housekeeping Quality Score, response time, room readiness, and service productivity.
Conduct regular inspections of guest rooms, public areas, and operational processes to ensure standards are consistently achieved.
Develop and execute improvement plans when performance falls below expectations.
6. Financial & Cost Control
Own property-level operating performance, balancing service quality with cost efficiency.
Manage labor costs, operating expenses, consumables, and inventory usage within approved budgets.
Monitor occupancy, staffing productivity, and cost performance to support profitability objectives.
Identify opportunities to improve operational efficiency without compromising guest experience.
7. Facilities & Asset Management
Maintain the condition, functionality, and presentation of guest rooms, public spaces, equipment, and company assets.
Coordinate maintenance activities and prioritize repairs to minimize operational disruption.
Recommend upgrades and preventive maintenance initiatives that protect asset value and guest satisfaction.
8. Reporting & Compliance
Maintain accurate operational records, performance reports, and compliance documentation.
Ensure adherence to company policies, safety regulations, and local legal requirements.
Provide regular business and operational updates to the Regional Operations Manager, including risks, opportunities, and improvement initiatives.
What Makes This Role Matter
You are the primary leader responsible for how guests experience the property every day.
Your decisions directly impact guest satisfaction, employee engagement, operational efficiency, and financial performance.
You play a key role in developing future leaders, strengthening service culture, and ensuring operational consistency across the portfolio.
As Modern Village Lifestyle continues to grow, your property serves as a foundation for sustainable expansion and long-term business success.
