Oversee the full spectrum of hotel functions including Front Office, Housekeeping, Engineering, Security, and Guest Relations.
Develop and implement SOPs to ensure consistent guest experience and service excellence.
Monitor key performance metrics (Occupancy, ADR, RevPAR, Guest Ratings).
Drive guest loyalty and satisfaction by fostering a culture of hospitality and personalization.
Ensure compliance with health & safety, licensing, and hospitality standards.
Manage vendor relationships for laundry, maintenance, IT systems, and room amenities.
B. Food & Beverage Operations
Supervise daily operations of all F&B outlets including restaurants, bars, cafes, banquet/events, and in-room dining.
Plan and implement seasonal menus, promotions, and themed events in collaboration with the culinary team.
Monitor kitchen hygiene, food safety, and service quality standards (HACCP compliance).
Manage inventory, procurement, and cost controls to ensure profitable margins.
Lead innovation in customer service, menu development, and beverage programs.
Recruit and train front-of-house and back-of-house staff to deliver a premium dining experience.
C. Pickleball Court & Recreational Facilities
Oversee the management and maintenance of the pickleball court and any related facilities (e.g. locker rooms, rental counters).
Develop community engagement programs such as pickleball tournaments, coaching clinics, or memberships.
Ensure high safety standards, proper scheduling, and user satisfaction.
Explore revenue-generating ideas like court rentals, sponsorships, and fitness packages.
Develop and execute annual business plans and budgets for each operational unit.
Monitor and analyze P&L performance, forecast revenue, and implement cost-saving initiatives.
Identify new revenue streams, partnerships, and local marketing initiatives.
Ensure alignment with the overall vision and objectives of the company.
Work closely with the marketing team to promote the hotel, F&B, and recreational services.
Lead, inspire, and coach a cross-functional team across departments.
Oversee recruitment, onboarding, and continuous training programs.
Establish clear KPIs and accountability frameworks.
Foster a results-driven and service-oriented culture.
Handle escalated guest complaints and operational issues diplomatically.
Maintain a visible and approachable presence on the ground to engage with guests and staff.
Uphold the brand image and ensure consistency in service delivery.
Drive online reputation management by monitoring reviews and responding accordingly.
Identify opportunities to enhance the guest journey across touchpoints.
Ensure compliance with all statutory regulations including licensing, fire safety, insurance, and labor laws.
Conduct regular audits of safety, security, hygiene, and maintenance practices.
Manage crisis response plans for emergencies such as natural disasters or guest incidents.
Qualifications & Skills:
Bachelor's Degree in Hospitality, Business Management, or related field.
Minimum 8-10 years of experience in hotel/F&B operations; multi-facility management preferred.
Strong leadership, communication, and interpersonal skills.
Knowledge of property management systems (PMS), POS, and booking software.
Passion for hospitality, service excellence, and customer engagement.
Familiarity with sports/recreational management is an added advantage.
Willing to work flexible hours, including weekends and public holidays.
Hands-on approach in a dynamic, guest-focused environment.
Job Type: Full-time
Pay: RM20,000.00 - RM25,000.00 per month
Benefits:
Opportunities for promotion
Professional development
Work Location: In person
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