Manager, Project Operations
COMO HOTELS AND RESORT
Property: COMO HOTELS AND RESORT
Position: Manager, Project Operations
Base Location: Singapore
Department: Operations Management
Reporting to: Director, Special Projects
The Manager Project Operation will oversee and manage new and existing hotels development projects, ensure efficient operation of all the front and back of the house functions in the hotel. This person will play a crucial role in improving service quality, and ensuring that the hotel delivers exceptional experiences to its guests. The position collaborates with cross-functional teams to plan and execute guest-centric projects and initiatives, and contribute to the overall operational efficiency and service standard of COMO Hotels.
- Develop project plans and strategies to enhance the guest experience, aligning with COMO’s brand positioning and objectives.
- Collaborate with hotel management and other stakeholders to identify guest experience improvement opportunities and define project scope, objectives, and deliverables.
- Conduct feasibility studies, research and analysis to gather guest feedback, identify trends, and potential impacts on hotel operations.
Project Execution and Management:
- Coordinate and oversee all aspects of project implementation, ensuring adherence to project plans, timelines and budget.
- Collaborate with cross-functional teams to execute project activities, such as process improvements, technology implementations, and service enhancements.
- Monitor project progress, identify and resolve issues, and proactively manage project risks.
- Conduct regular project meetings, provide updates to stakeholders, and facilitate effective communication among team members.
- Establish and maintain effective relationships with internal and external stakeholders, including hotel management, team members, guests, suppliers, and consultants.
- Collaborate with Planning Committee to gather insights and ideas, ensuring alignment and buy-in for guest experience projects and expectations.
- Act as a liaison between departments, facilitating communication and collaboration to drive guest-centric initiatives.
- Manage stakeholder feedback and concerns, promptly addressing issues and implementing appropriate solutions.
Quality Assurance and Compliance:
- Ensure that all projects meet quality standards, regulatory requirements, and brand guidelines.
- Monitor Guests feedback, review customer satisfaction scores and address any issues or concerns raise by guest.
- Review and analyze hotel LQA scores, offer support to hotels to ensure all meet the minimum goal set by the company.
- Collaborate with relevant departments, such as engineering and procurement, to ensure compliance with safety protocols and industry standards.
- Perform site inspections on the facilities and in the areas of guest service delivery and presentation, and address any deficiencies or deviations.
- Ensure all Operational Department Head have the SOP structure established
Training and Communication:
- Collaborate with the Learning department to develop and deliver training programs related to guest service and experience improvements.
- Provide guidance, support, and coaching to ensure that team members possess the necessary skills to deliver high-quality service.
- Inspire the hotel team to take extra step in creating a memorable COMO journey to our guests.
- Ensure effective communication of project objectives, progress, and outcomes to team members through various channels, such as meetings, newsletters, and training sessions.
- Promote a guest-centric culture throughout the organization by fostering awareness, enthusiasm, and commitment to delivering exceptional guest experiences.
Industry Research and Innovation:
- Stay updated on industry trends, emerging technologies, and best practices related to guest experience and hospitality.
- Conduct research and benchmarking to identify innovative approaches and strategies to enhance the guest experience.
- Collaborate with the marketing department to integrate new technologies and digital solutions that improve guest engagement and satisfaction.
- Bachelor's degree in hospitality management, business administration, project management or a related field (preferred).
- Proven experience as a project manager in hotel operations or in a guest experience-focused role within the luxury hospitality industry.
- Strong project management skills, including planning, execution, and evaluation.
- Excellent organizational and multitasking abilities, with attention to detail and a focus on results.
- Strong analytical and problem-solving abilities, with the ability to make informed decisions and manage project complexities.
- Exceptional communication and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.
- Strong customer-centric mindset and a passion for delivering exceptional guest experiences.
- Knowledge of guest service principles, industry trends, and best practices.
- Flexibility to travel and work on-site as required for project management activities