COMO Metropolitan Singapore is located in the heart of Singapore on Bideford Road. It is part of COMO Orchard that brings together COMO Group’s hospitality, fashion, wellness and cuisine into one inspiring location. COMO Metropolitan Singapore’s 156 rooms and suites are spread over 11 floors with an exclusive rooftop pool bar. Guests also enjoy preferred access to Cedric Grolet’s renowned patisserie, Michelin-starred Korean steakhouse COTE and COMO Cuisine as well Shambhala’s new flagship urban wellness space and a multi-label fashion retail space curated by Club 21.
The scope of Director of Operations will involve managing the overall direction and operations of Front Office,
Housekeeping, Reservations, Food and Beverage, IT and Security. You shall be required to develop specific goals, policies and strategies for your departments which shall be implemented through correct planning, organizing and training, while also ensuring that high standards, quality and maximum profitability is aimed for at all times as per standard set by COMO Hotels & Resorts.
MAIN DUTIES AND RESPONSIBILITIES
OPERATIONS TEAM
- Oversee the entire operations of Front Office, Housekeeping, Reservations, Food and Beverage, IT and Security, paying particular attention to the service standards in accordance with COMO Hotels and Resorts
- Maintain a positive, professional and natural manner with all guests and team members, with the aim to build rapport and loyalty to the property and COMO Hotels and Resorts
- Provide, maintain and manage the departments environment to ensure you receive open, constructive feedback and development
- Review structure and organization of all related departments and improve where necessary
- Lead, motivate and manage the operational teams in the execution of their duties to maximize operational efficiency.
- Lead, develop and empower the Head of Departments to identify opportunities and make recommendations for improving efficiency and quality of service in their respective departments
- Ensure that standards and procedures are adhered to at all times, communicate to the relevant department heads to allow a smooth operation
- Adopt a flexible approach and demonstrate a ‘can do’ attitude to your team so that they feel comfortable with communicating to you. Set an example that others can follow
- To manage and develop a service related environment, where attention to detail and both internal and external guests needs are paramount
- Implement and evaluate policies and procedures for the operation of Front Office, Housekeeping, Reservations, Food and Beverage, IT and Security.
- Ensure that all COMO Operations Manuals are localized, implemented and reviewed within the operational departments
- To encourage and develop innovation and creativity, passion, and style in the departments.
- Develop a positive and motivated team at all times
- Adopt a ‘hands on’ approach with the teams that you are given direct responsibility for.
- Ensure that you spend time with these teams on a daily basis and offer your support and guidance equally
- Any other reasonable duties as requested by the General Manager or their delegate
ADMIN & GENERAL
- Ensures highest level of guest satisfaction by providing, within hotel and group standards, extraordinary quality guest services and amenities
- Adjust, fix, amend and correct and improve operational areas when and where possible to ensure guest satisfaction
- Assists in overseeing and directing the personnel function of departments under your responsibility including recruitment, hiring, orientation, coaching, counseling, training, wage and salary administration, labor relations, performance appraisal and succession planning
- Approve all divisional candidates prior to hiring process.
- Determine training requirements and monitor training is regular & training plans are in place
- Respond to inquiries & resolve customer complaints in a timely and appropriate manner.
- Perform random room check and public areas to ensure standards are maintained.
- Ensure and adjust appropriate staffing levels during peak and low occupancies
- Approve the departmental Head of Departments leave request to ensure coverage when the hotel demand patterns and operational needs
- Responsible for negotiating and controlling contractors in the operational departments, in conjunction with the Director of Finance and General Manager
- Ensure uniforms, linen and toweling and all other operating equipment in the Division in controlled and sufficient for hotel needs
- Attend weekly/ monthly meetings. Chair monthly departmental meetings as necessary
- Motivate and lead managers and team members by example
FINANCIAL RESPONSIBILITIES
1. Prepare all operational departments’ annual budget and monitor the departmental budgets while establishing systems that can be implemented to ensure that budget targets are reached or exceeded whilst not diminishing service quality.
2. Prepare the yearly CAPEX and monitor that it is utilised accordingly
- Monitor budgets and profit & loss reports on a monthly basis to ensure that any variances are analysed and explained during the appropriate meetings.
- Implement the approved budget, ensure budgets set are achievable, control of expenditure is kept within budget, monitor costs & take corrective measures when necessary.
- Monitor all budgets and assist the GM establishing systems that can be implemented to ensure that budget targets are reached or exceeded whilst not diminishing service quality
- Assist with the gathering of accurate information and statistics that can assist with the creation of the annual Sales & Marketing Plan
- Be aware of market developments and competitor activities to ensure that the property is in line/ahead of the competition both in products and services in general
- Implement and suggest systems that maximize the revenue produced by the property facilities in order that the budget is achieved or exceeded
- Responsible for safeguarding all company assets by ensuring that effective controls are implemented and reviewed.
Key Requirements
· 8-10 years of experience in managerial roles in Rooms/Operations Division.
· Bachelor’s degree in Hospitality Management or related field.
· Knowledge in MS Office and Opera is highly desirable.
· Excellent attention to detail.
· Responsible attitude with a calm and professional approach.
· A positive character with a proactive approach and a self-driven attitude.
· Customer-Centric.
· Motivation, discretion and confidentiality.
· Familiar with COMO brand and values.
EXTRA DUTIES
Support and contribute to COMO’s sustainability goals by implementing environmentally responsible
practices within your roles and departments.
From time to time the hotel may ask you to perform duties that are not included in this job description.
You should do these duties as long as the request is reasonable and will not affect your health, safety or security.
