Operation Manager

About the role

We are looking for a professional and experienced Operations Manager to lead hotel operations in a vibrant, guest-oriented environment in the heart of Kuala Lumpur City Centre. You will oversee Front Office, Housekeeping, and Maintenance teams to ensure smooth daily operations and excellent guest experiences.

What you'll be doing

• Manage Front Desk, Housekeeping, and Maintenance teams on a daily basis to ensure smooth hotel operations.
• Handle guest complaints, urgent issues, and operational emergencies, including night-time situations when required.
• Control operational costs for rooms, linen, staff rostering, and utilities to ensure efficiency and profitability.
• Conduct regular room inspections to ensure quality standards and compliance with safety requirements.
• Use the IDB hotel system to review reports, monitor room status, and ensure billing accuracy.
• Respond to guest reviews across all OTA platforms, including Agoda, Booking.com, Trip.com, and Ctrip, in a timely and professional manner.
• Monitor and ensure hotel performance targets are met, including Occupancy, Average Room Rate (ARR), and Guest Satisfaction scores.
• Perform end‑of‑day reconciliation and reporting tasks as required by management.

What we're looking for

• Minimum 3 years of experience as operational manager in hotel or hospitality industry
• Experience with IDB PMS is an added advantage.
• Strong leadership skills with a high level of accountability and initiative.
• Ability to lead a team, work in a fast‑paced shift environment, and remain calm under pressure.
• Strong communication and interpersonal skills, with a friendly, approachable, and professional demeanour.
• Positive attitude, patience, and commitment to high standards of service.
• Proficiency in using hotel management software and common computer applications (e.g., Microsoft Office).
• Fluency in English and Bahasa Malaysia; Mandarin speaking is highly preferred to effectively communicate with international guests from China and other Mandarin‑speaking guests.
• Keen eye for detail and a strong commitment to delivering high‑quality, guest‑centred service.

About the working environment

This is a full time role within a dynamic, service‑oriented environment, similar to short‑term and guest‑focused operations such as serviced apartments or Airbnb‑style properties. If you enjoy working face‑to‑face with guests, thrive in a fast‑paced setting, and like varied daily tasks, this role offers a rewarding opportunity to grow your hospitality career in the heart of Kuala Lumpur City Centre.

What we offer

• Competitive salary, annual performance review, medical and hospitalisation benefits
• Opportunities for growth in the hospitality and guest‑service sector
• Supportive team environment in a prime KLCC location