Operations Manager

Merlo is a consulting company focused in the human resources field that offers comprehensive hiring support as one of our services. Our expertise in talent acquisition helps our clients find the right candidates and enhance work effectiveness.

Our client is a boutique luxury hotel based in Lombok with about 80 employees and looking for a suitable professional to deliver world-class service for their establishment. The company offers an opportunity to grow in a collaborative work environment.

Job Responsibilities

• Proactively address guest needs, resolve escalated concerns, and maintain rigorous service standards across all hotel touchpoints.
• Oversee daily activities across key departments (e.g., Front Office, Housekeeping, Maintenance), ensuring optimized staff scheduling and seamless collaboration.
• Lead the recruitment, comprehensive training, and continuous mentorship of the operations team to cultivate a high-performing and motivated staff.
• Design, implement, and audit operational protocols to maximize efficiency, reduce waste, and ensure consistent quality.
• Monitor Key Performance Indicators, such as Guest Satisfaction Scores (GSS), Average Daily Rate (ADR), and labor costs, to identify trends and drive strategic business improvements.
• Assist in annual budget preparation, monitor departmental expenditures, and implement cost-saving initiatives without compromising the guest experience.
• Maintain a safe and secure environment for guests and staff by strictly enforcing health, safety, and security protocols in accordance with local regulations.
• Coordinate with external suppliers and contractors to ensure the reliable and cost-effective delivery of quality goods and services.

Job Requirements

• 3+ years experience in operations management in hospitality
• Passionate about wellness and service excellence
• Strong leadership and team coordination skills
• Excellent communication in English