Hotel Manager - voco Kuching

What's the job? The Hotel Manager is responsible for the overall operational performance and service delivery of the hotel, ensuring that all guest facing and operational departments work together effectively to deliver a consistent, high quality guest experience in line with voco and IHG standards. The role provides strategic and operational leadership across Front Office, Housekeeping, Food & Beverage, Culinary, Banquets, Security, Recreation and other operational functions as assigned. The Director of Operations works closely with the General Manager and Heads of Department to drive guest satisfaction, colleague engagement, operational efficiency, revenue performance, brand compliance, cost control and local regulations compliance. The position acts as a key member of the hotel leadership team and deputizes for the General Manager when required. Your day to day Hotel Operations & Leadership • Lead and oversee the day to day operations of the hotel to ensure smooth, efficient and effective service delivery • Provide direction, guidance and support to operational Heads of Department and their teams • Ensure all departments operate in accordance with approved policies, procedures, standards and operating plans • Establish clear operational priorities and ensure effective coordination between departments • Conduct regular operational reviews and identify opportunities for improvement • Monitor hotel operations, identify service gaps and implement appropriate corrective actions • Ensure operational decisions are aligned with the hotel's business objectives and strategic direction • Deputize for the General Manager during periods of absence or as assigned • Participate actively in Executive Committee meetings and hotel leadership initiatives • Support the General Manager in the development and implementation of the hotel's annual business plan and strategic priorities Guest Experience & Service Excellence • Drive a strong guest centric culture across all operational departments • Monitor guest satisfaction, online reviews, guest feedback and service recovery trends, and work with the Hotel Champion to analyse guest trends • Ensure guest complaints and service issues are handled promptly, professionally and effectively • Personally follow up on significant guest complaints, VIP concerns and service recovery cases • Identify recurring guest experience issues and work with relevant departments to implement sustainable solutions • Ensure guest preferences and relevant guest information are communicated and acted upon • Champion voco's distinctive guest experience and IHG's True Hospitality philosophy • Maintain visible leadership presence throughout the hotel, particularly during peak operating periods and major events • Ensure consistent delivery of brand standards throughout the guest journey Rooms Division & Front Office Operations • Oversee the effective operation of Front Office, Housekeeping, Recreation and related Rooms Division functions • Monitor room readiness, room cleanliness, public areas and overall hotel presentation • Ensure effective coordination between Front Office, Housekeeping, Engineering and other relevant departments • Monitor room inventory, room status and operational constraints that may impact guest experience • Support effective management of VIPs, groups, long stay guests and special occasions • Ensure appropriate procedures are followed for guest arrivals, departures, room moves, complaints and service recovery • Review operational performance and identify opportunities to improve productivity and service delivery Food & Beverage, Culinary & Banquet Operations • Provide operational leadership and coordination across Food & Beverage, Culinary and Banquet operations • Ensure restaurants, bars, banquet facilities and other F&B operations consistently meet service, quality, hygiene and brand standards • Monitor F&B service quality, guest feedback, productivity, operating costs and overall departmental performance • Work closely with the Executive Chef and F&B leadership to ensure effective coordination between service and culinary operations • Oversee operational readiness for conferences, weddings, meetings, banquets and large scale events • Ensure event requirements are properly communicated and coordinated between Sales, Banquets, Culinary and other relevant departments • Identify opportunities to improve F&B guest experience, revenue generation and operational and cost efficiency • Monitor food safety, hygiene and sanitation standards in partnership with the Executive Chef and relevant departments Commercial & Financial Performance • Support the General Manager in achieving the hotel's financial and operational targets • Review departmental budgets, forecasts and operating results with relevant Heads of Department • Monitor departmental expenses, payroll, productivity and controllable costs • Identify opportunities for cost savings without compromising guest experience or quality • Ensure appropriate manpower planning and productivity measures are implemented • Work closely with Finance and Department Heads to address variances and improve financial performance • Support revenue generating initiatives across Rooms, F&B, Banquets, Recreational and other operational areas • Ensure operational decisions are commercially sound and aligned with the hotel's business objectives Colleague Leadership & Talent Development • Provide strong leadership, coaching and direction to operational teams • Promote a positive, respectful and inclusive working environment • Work with Human Resources and Heads of Department to maintain appropriate staffing levels and talent pipelines • Support recruitment, onboarding, performance management, succession planning and talent development • Identify high potential colleagues and provide opportunities for development and career progression • Ensure operational colleagues receive appropriate…