Director - Operations 运营总监 at Careers - Langham Hospitality Group

, , China -

Full Time

Start Date

Immediate

Expiry Date

23 Jul, 26

Salary

0.0

Posted On

24 Apr, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Hotel Operations, Leadership, Financial Management, Quality Assurance, Strategic Planning, Owner Relations, Team Management, Customer Service, Budgeting, Performance Metrics, Crisis Management, Communication, Analytical Skills, Commercial Acumen, Staff Training, Luxury Standards

Industry

Hospitality

Description

About Langham Hospitality Group A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East. PRINCIPAL RESPONSIBILITIES： * PRINCIPAL RESPONSIBILITIES * Act on behalf of the General Manager in his/her absence to ensure the effective day-to-day running of the hotel. * Review daily financial performance and address all matters affecting the well-being and efficient operation of the hotel. * Motivate and guide hotel operations to foster a professional, guest-focused, and colleague-cared culture. * Chair and facilitate daily, weekly, and monthly operational meetings with the General Manager, Department Heads, and Section Heads. * Attend or facilitate department head meetings and other sessions related to hotel operations and future planning. * Keep General Manager consistently informed of all hotel happenings, including guest and colleague-related matters. * Maintain management visibility throughout the hotel and ensure guests have easy access to hotel management. * Handle customer complaints personally and ensure their swift and satisfactory resolution. * Collaborate with other Executive Committee members to prepare presentations for periodic meetings with LHG and Owner Executives. * Ensure the VIP reception smooth, including the special VIP from owner, LHG, local government, and others who relative to hotel business. * Ensure owner activities receive VVIP attention; meet and greet owners and their guests as required. Cultivate a respectful and trusting relationship with the Owners and the senior leadership team. * Hotel quality management to ensure hotel product and service quality match up with LHG Quality Assurance Standard requirement. * Conduct regular inspections of all hotel areas to uphold luxury standards. Coordinate with relevant department heads to rectify any discrepancies. * Regularly review guest and quality-related performance metrics, and social media feedback with the Quality Manager and take corrective actions as needed. * Familiar with and maintain awareness of Leading Quality Assurance and Brand Standards, ensuring full compliance through regular internal audits. * Benchmark service quality against competitor hotels and inspire department heads to propose improvement recommendations to the General Manager. * Ensure consistent application of corporate policies and internal department procedures. * Motivate department heads and employees to deliver personalized service, gaining a competitive edge in the hotel category. * Ensure that all hotel staff members are fully trained in job skills and customer service based on departmental service standards and records are maintained. * Ensure a fully trained team of departmental trainers is in place with departmental training action plans, rolling quarterly training plan. * Ensure that all labour costs are flexed according to levels of demand / activity / season and that opportunities for a better balance between quality and cost through cross-departmental, clustering or outsourcing or both are explored fully. * Ensure that costs are controlled in a detailed and structured manner. Analyze costs on a monthly basis and prepare action plans (Cost per occupied room, payroll including overtime; other expenses; other outsource labor or services). * Ensure that the hotel operation, works to the highest standards for customer satisfaction and cost-effectiveness. * Ensure the highest standards of quality in all aspects of the hotel operation, guaranteeing that brand values and standards are never compromised. * To perform any other reasonable duties as assigned under certain circumstances by the company. * The management reserves the rights to amend this job description from time to time, as deemed necessary. * The responsibilities of the owner's representative: * Represent the owner in the hotel's management and operations, assist and oversee the hotel's business activities in accordance with the established operational plans and budgets, implement the owner company's directives, and ensure a sound and secure operating environment for the hotel. * Maintain a harmonious and cooperative relationship between owners and property, ensuring that the asset management requirements can be effectively implemented by the hotel. * Participate in the decision-making of major hotel business matters, assist projects in public relations, fulfil corporate social responsibilities, create a favourable and safe operating environment for the hotel, and manage project image effectively. * Review and evaluate the hotel's proposed annual budget and final accounts report. * Oversee and evaluate the daily financial management of the hotel, including procurement, cash flow, debt management, and tax planning, to safeguard the owner company's interests from harm. * Review various financial statements, operational reports, sales reports, personnel reports, contracts, agreements, and other key work reports and submissions of the hotel, providing timely and accurate financial and operational updates to the owner, and offering periodic professional evaluation recommendations. * Monitor and evaluate the execution of hotel asset management, utilization, and maintenance to ensure their integrity and proper operation. * Exercise the powers granted to the Owner under the hotel management agreement to protect the interests of the Owner's company, excluding management responsibilities related to the Hotel General Manager (such as the selection, interview, hiring, performance evaluation, employment and other related management duties of the Hotel General Manager). * Promptly communicate the owner company's relevant decisions and report matters requiring management's decision-making to the owner company. * Complete all reception tasks and other assignments assigned by the owner company.

Responsibilities

The Director of Operations oversees daily hotel functions, ensuring high service standards, financial performance, and effective team leadership. They also act as the owner's representative to protect asset interests and maintain strong stakeholder relationships.