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
Property Operations

Identify operational risks, service gaps, and process inefficiencies, implementing corrective actions to improve performance.
Ensure all operating procedures, service standards, safety requirements, and company policies are consistently executed.
Lead daily operations across Front Office, Housekeeping, Security, and supporting functions to ensure smooth and reliable service delivery.

Guest Experience

Own the end- to- end guest journey, ensuring every interaction reflects Modern Village Lifestyle service standards.
Monitor guest feedback, review platforms, and service trends to continuously improve satisfaction and loyalty.
Resolve escalated guest concerns and implement preventive actions to reduce recurring issues.

People Leadership

Build succession plans and identify future leaders to strengthen organizational capability.
Recruit, onboard, and retain high- performing team members to support property performance and future growth.
Lead workforce planning, scheduling, and staffing allocation to ensure operational readiness at all times.
Evaluate the performance and development readiness of Front Office Leaders, Team Leaders, and key operational employees.

Training & Capability Development

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.
Deliver onboarding, coaching, and refresher training programs to ensure consistent service delivery across all shifts.

Quality & Performance Management

Conduct regular inspections of guest rooms, public areas, and operational processes to ensure standards are consistently achieved.
Monitor and drive key operational KPIs including Guest Review Score, Housekeeping Quality Score, response time, room readiness, and service productivity.
Develop and execute improvement plans when performance falls below expectations.

Financial & Cost Control

Identify opportunities to improve operational efficiency without compromising guest experience.
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.

Facilities & Asset Management

Maintain the condition, functionality, and presentation of guest rooms, public spaces, equipment, and company assets.
Recommend upgrades and preventive maintenance initiatives that protect asset value and guest satisfaction.
Coordinate maintenance activities and prioritize repairs to minimize operational disruption.

Reporting & Compliance

Ensure adherence to company policies, safety regulations, and local legal requirements.
Maintain accurate operational records, performance reports, and compliance documentation.
Provide regular business and operational updates to the Regional Operations Manager, including risks, opportunities, and improvement initiatives.

What Makes This Role Matter

You play a key role in developing future leaders, strengthening service culture, and ensuring operational consistency across the portfolio.
You are the primary leader responsible for how guests experience the property every day.
As Modern Village Lifestyle continues to grow, your property serves as a foundation for sustainable expansion and long- term business success.
Your decisions directly impact guest satisfaction, employee engagement, operational efficiency, and financial performance.

What Will You Bring

Technical Capabilities

Strong knowledge of Front Office, Housekeeping, guest service management, workforce planning, and property operations.
Bachelor&039;s Degree, Diploma, or equivalent qualification in Hospitality, Tourism, Business Administration, or a related field.
Good English communication skills, both spoken and written.
Minimum 3 years of leadership experience in hospitality, serviced apartments, hotels, co- living, or other customer- facing operations.
Experience managing operational budgets, labor planning, service quality metrics, and performance reporting.

Behavioral Capabilities

Builds trust and accountability through coaching, communication, and visible leadership.
Demonstrates adaptability and sound judgment in a fast- paced operating environment.
Handles complex guest situations calmly while maintaining positive relationships.
Makes balanced decisions that consider guest satisfaction, operational realities, and business objectives.

Critical Success Skills

Guest Experience Leadership
Team Development & Coaching
Problem Solving & Decision Making
Property Operations Management
Financial & Cost Management

What We Offer For You

Competitive Compensation: Including a 13th- month salary and a performance- based annual bonus scheme.
Growth & Development: Bi- annual performance reviews focused on career progression within the Group.
Empowered Culture: A results- driven environment where initiative, capability, and performance create opportunities for advancement.
Strategic Impact: A unique opportunity to lead an entire property and contribute directly to the growth of a modern hospitality brand.
Leadership Exposure: Opportunities to participate in new property openings, operational transformation projects, and cross- functional initiatives.
Lifestyle Benefits: 12 days of annual leave, a 30% employee discount across our portfolio, and a dedicated budget for your professional laptop.
Business Ownership: Real accountability for guest satisfaction, team performance, operational execution, and property- level business results.
Security: Full social insurance coverage in accordance with current laws.

Cập nhật gần nhất lúc: 2026-07-20 17:45:04