Job Description

Nestled on the pristine Pantai Tengah beach, the PARKROYAL Langkawi Resort is an idyllic seaside haven where balance, simplicity and joy come to life, offering the ultimate beach holiday.Located on the longest stretch of beach in Langkawi, PARKROYAL Langkawi Resort is a collection of 300 modern guest rooms, suites, and 7 spacious exclusive villas, equipped with unique facilities and amenities. Each private villa features a private dip pool with direct access to the beach. Dining options include a speciality restaurant, an all-day dining, an ocean view lounge, and a swim-up bar.Take a swim at the infinity pool on level 5 overlooking the Straits of Malacca and unwind with a drink or two. Featured amenities include 24-hour front desk, business center, gymnasium and a kids\' club. Nourish your soul, body and mind with an invigorating spa treatment at our SUASANA Spa.The RoleThis role will function as the strategic business leader of the resort\'s operations. Areas of responsibility will include Front Office, Housekeeping, Spa, Recreations, Food and Beverage, Engineering and Security. The incumbent will work with direct reports (EXCO and HOD) to develop and implement departmental strategies and ensures implementation of the Pan Pacific Hotels Group (PPHG) brand service strategy and brand initiatives.The position ensures the resort\'s operations meet the PPHG brand standards, targets guest needs, ensures associates satisfaction, focuses on growing revenues and maximizes the financial performance of the department and developing positive owner relations. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand\'s target guest and associates and provides a return on investment.

• Demonstrates and communicates key drivers of guest satisfaction for the brand\'s targeted guest.
• Makes and executes the necessary decisions to keep the operations moving forward toward achievement of goals.
• Works closely with the General Manager and resort\'s management team to develop an operational strategy that is aligned with the PPHG brand\'s business strategy and leads its execution.
• Monitors resort operations sales performance against budget.
• Reviews reports and financial statements to determine resort operations performance against budget.
• Champions the PPHG brand\'s service vision for product and service delivery and ensures alignment amongst the resort\'s leadership teams.
• Reviews guest feedback with the General Manager and key leadership team and ensures appropriate corrective action is taken.
• Responds to and handles guest problems and complaints as necessary.
• Stays visible and interfaces with guest on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction delivered by the team.
• Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Ensures associates within the resort and divisions are treated fairly and equitably in line with the PPHG vision and values.
• Sets goals and expectations for direct reports using the performance management process and holds associate accountable for successful performance.
• Champions change, ensures PPHG brand and business initiatives are implemented and communicates follow-up actions to the team as necessary.
• Any other tasks and responsibilities that may be assigned by the General Manager.

• Diploma/Degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major
• Minimum 4 years of work experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area in a 5-star Hotel/Resort property
• Incumbent in the current role of a Director of Operations is preferred
• In-depth experience in managing the full spectrum of Rooms Division and Food & Beverage operations
• Fluency in spoken English and Bahasa Malaysia to facilitate communication at the resort. Other languages will be an added advantage
• Culturally sensitive, ability to engage people across all levels with ease and confidence
• Strong EQ
• Resourceful
• Firm and yet diplomatic in all communication and business decision undertaking

Pan Pacific Hotels Group