Hotel Operations Manager

About Jardine Service Centre (JSC)

Jardine Service Centre Philippines is an organization fully owned by Jardine Matheson Group which is a diversified Asian-based group with unsurpassed experience in the region, having been founded in 1832. JSC is responsible for providing back-office support to the business units of Jardine Group by administrating transactional and rule-based activities. We aim to deliver world-class services to our internal customers in a cost-efficient manner via process harmonization, application of state-of-the-art technologies, automation and process simplification.

We are looking for a Hotel Operations Manager to lead operational readiness throughout the migration phase and oversee daily delivery during BAU operations. This role ensures seamless transitions from project milestones to sustained high performance in a 24/7 contact center environment.

Duties and Supporting Responsibilities:

• Lift existing hotel reservation desk Standard Operating Procedures (SOPs), identify operational or regional gaps, and update documentation to fit a centralized service center model.
• Source historical contact data to log standard call types, analyze volume patterns, and isolate outlier call types to establish precise handling playbooks.
• Interrogate and audit the corporate Knowledge Management System (KMS) to design and structure localized user tracks and easily searchable navigation paths for reservation agents.
• Write comprehensive User Acceptance Testing (UAT) case scripts for IT platforms, monitor live system user testing execution, and log infrastructure or telephony defects.
• Architect robust internal escalation paths, cross-organizational feedback loops, and customer-centric, brand value-add processes to enhance the guest booking journey.
• Accountable for the operational performance, occupancy management, and real-time adherence of the 24/7 reservation desk team across all communication channels.
• Track, analyze, and report on key performance indicators (KPIs), Service Level Agreements (SLAs), response times, abandoned rates, and quality scores.
• Lead regular call-listening sessions and execute " coach the coach " modules with the Training and Quality Manager to build a high-performing coaching capability within the team.
• Oversee capacity planning, roster management for 24/7 shift coverage, and performance management routines to ensure the site remains highly responsive.
• Translate operational data trends, volume spikes, and quality exceptions into actionable process refinements to eliminate friction and drive efficiency.

Qualifications :

• Minimum 5+ years of operational management experience within hospitality, travel, luxury commercial, premium shared services environment, or high-end contact center.
• Proven experience supporting project start-ups, system migrations, process mapping, and UAT execution.
• Strong background in managing multi-shift, around-the-clock operations, including scheduling, real-time management, and night-shift performance optimization.
• Exceptional ability to interpret operational data, build performance reports, and use metrics to drive root-cause problem solving.
• Absolute commitment to protecting luxury brand standards while balancing strict operational efficiency and speed.
• Familiarity with workforce management, Knowledge Management Systems, and core telephony platforms (e.g., Genesys).
• Exceptional capability to build strong relationships, navigate multi-brand organizational dynamics, and communicate operational updates clearly across executive and project levels.
• Strong team-building capability with the ability to maintain composure, clarity, and decision-making authority under high-pressure, live-launch conditions.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

At JSC, you can play a role in our business success. We understand that key to our success is our people, which is our foundation and priority. We invest in our people to ensure we have the right talent with the leadership and strategic skills the company needs for the future.

We are an equal opportunity employer and do not discriminate on the grounds of sex, race, disability, family status or any other factors.

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