Group Director of Operations - Hotel & Resort Chains
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- Tp Hồ Chí Minh
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The Group Director of Operations is responsible for overseeing and optimizing the operational performance of all hotels and resorts within the group. This role ensures consistent service standards, strong financial performance, operational efficiency, owners relations and alignment with the Group's strategic objectives across all properties.Key Responsibilities
1. Operational Leadership
- Provide strategic and hands-on operational leadership across all managed hotels and resorts.
- Oversee development and consistent implementation of brand standards, SOPs, and service culture across the portfolio.
- Drive operational excellence in Rooms, F&B, Wellness, Engineering, Security, and Guest Services.
- Support and coach General Managers to achieve operational and financial targets.
- Drive GOP, EBITDA, and cost-control initiatives across all properties.
- Review and challenge budgets, forecasts, and operational action plans.
- Monitor KPIs and operational dashboards; ensure corrective actions are taken where performance gaps exist.
- Partner with Finance to ensure strong controls, compliance, and profitability.
- Build a strong leadership pipeline across operations, including succession planning for key roles.
- Coach, mentor, and evaluate General Managers and key operational leaders.
- Support HR initiatives related to performance management, engagement, training, and leadership development.
- Promote a high-performance culture aligned with group values.
- Ensure exceptional guest experience and service delivery across all properties.
- Oversee guest satisfaction metrics, online reputation, and quality audits.
- Lead service recovery strategies and support hotels in managing guest escalations when required.
- Ensure compliance with brand standards, management agreements, and owner expectations.
- Oversee operational readiness for new hotel openings, renovations, and rebranding projects.
- Ensure compliance with legal, health & safety, and regulatory requirements in all operating markets.
- Support new hotel openings, Pre-Opening planning, and operational setup.
- Participate in feasibility studies and operational planning for new developments.
- Lead group-wide initiatives such as system implementation, cost optimization, sustainability, and operational transformation.
- Act as a key liaison between hotel owners, corporate office, and on-property teams.
- Present operational performance and improvement plans to owners and senior stakeholders.
- Support contract negotiations and owner discussions related to operational matters
- Degree in Hospitality Management, Business Administration, or related field preferred.
- Minimum 15-20 years of progressive experience in hotel operations.
- At least 5-7 years in a senior multi-property or corporate operations role (Regional Director / Area Director / Group Operations).
- Proven experience managing upscale, or resort portfolios is highly preferred.
- Strong commercial and financial acumen with a focus on profitability.
- Deep understanding of hotel operations across all departments.
- Excellent leadership, coaching, and stakeholder management skills.- Strategic thinker with hands-on execution capability.
- Strong communication and presentation skills.
- Ability to work in a fast-paced, multi-cultural, multi-property environment.