Job Description

INVITATION TO APPLY

Join us on our mission to be the market leader.

Introduction

Arrowood manages a growing portfolio of hotels. We're hiring a hands-on Operations Manager to lead day-to-day excellence across properties--driving our 3F Credo: Flawless, Fast, Friendly and turning brand standards into repeatable results.

Key Responsibilities

1. Operational Excellence & CI - Run a defect log and continuous-improvement program; share best practices across hotels; remove process friction.

2. ?Define, roll out, and audit group standards (FO, HK, ENG, Security); turn standards into habits across hotels.

3. ?Guest Experience & Reputation. Drive consistent service rituals; monitor reviews/complaints; lead service recovery practices and coaching.

4. ?Quality Assurance & Audits. Run periodic property audits (rooms, public areas, BOH); close gaps with time-bound owners; verify sustainment.

5. ?Budgeting, Cost & Profitability. Build and manage operating budgets; track OPEX/CPOR; optimize labor models, utilities, and productivity.

6. Openings, Reflags & Transitions. Lead pre-opening checklists, training, OS&E, systems go-live, and post-opening stabilization; manage brand conversions.

7. ?People & Culture. Hire, coach, and performance-manage GMs/HODs; succession planning; recognition; disciplinary guidance in line with local labour law.

8. ?Training & Development. Design group training (service basics, recovery, safety, leadership); certify trainers; measure skill transfer to floor behavior.

9. ?Safety, Security & Risk. Ensure compliance with fire life safety, OSHA/worker safety, incident reporting, drills, and crisis playbooks.

10. ?Owner & Stakeholder Relations - Maintain steady, proactive communication with owners/asset managers; present options/impact; manage expectations.

Requirements

1. 5-8 years hotel operations experience; multi-site or cluster exposure is a strong plus.

2. ?Proven team leader who turns standards into habits and numbers into actions.

3. ?Familiar with PMS/Channel Manager/OTA tools and basic P&L levers.

4. ?Excellent English & BM; Mandarin a plus. Valid licence and willingness to travel.

5. ?Calm under pressure; bias for action; guest-first mindset.

Benefits

1. Lead a multi-property portfolio with real autonomy and support.

2. ?Performance bonus tied to scorecards; training & certifications.

3. ?Travel allowance, laptop & fast-track growth path.

Job Type: Full-time

Pay: From RM6,000.00 per month

Work Location: On the road