Operations Manager | Johor Bahru

  • Johor Bahru, Johor, Malaysia
  • Full-Time
  • On-Site
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Job Description:

Company Background

A Johor-based hospitality group established in 2018, specializing in boutique hotels, resort operations, and lifestyle leisure experiences. The company operates affordable, design-focused accommodations and integrated hospitality concepts catering to modern business and leisure travelers.

Job Summary

The Operations Manager is a key leadership role responsible for driving operational excellence across the hotel. This is a systems-builder and accountability-driver role — not a daily firefighter — focused on building the processes, discipline, and culture that support consistent, high-quality hotel operations.

You will own SOP development, operational reporting, team performance, and guest experience standards. As the business grows, this role is expected to evolve into a more senior operational leadership position.

Job Descriptions

  • Operations Systems & SOP Development
    • Design, document, and implement SOPs across front office, housekeeping, F&B (where applicable), facilities, and guest experience
    • Build and maintain an operational playbook that reflects Hako Hotel's brand standards and service philosophy
    • Ensure SOPs are actively used, understood, and regularly audited at the team level
    • Lead continuous improvement cycles based on guest feedback, review data, and operational KPIs
  • Performance Management & Accountability
    • Set clear performance expectations and KPIs for operational teams
    • Conduct regular structured check-ins and performance reviews
    • Identify underperformance early and implement corrective action in collaboration with the Executive Director
    • Monitor guest review scores across OTA platforms and Google, and lead structured improvement plans
  • Operational Reporting & Analytics
    • Build and manage an operational dashboard covering occupancy, ADR, guest scores, maintenance KPIs, and team metrics
    • Produce weekly and monthly operational reports for senior leadership
    • Work alongside Finance (Star PMS, Xero) to align operational data with financial reporting
    • Surface risks and trends before they escalate
  • Brand Standards & Guest Experience
    • Conduct regular operational audits and scoring against brand standards
    • Ensure a consistent, quality guest experience is delivered across all touchpoints
    • Support onboarding and training of new team members to uphold service standards
  • Team & Culture
    • Foster a culture of accountability, continuous improvement, and guest-first thinking
    • Act as a key link between front-line teams and senior leadership
    • Support the Executive Director in building the operational management pipeline

Job Requirements

  • Experience
    • Minimum 5–8 years in hotel operations, with at least 2–3 years in an operations leadership or managerial role
    • Hands-on experience across both branded hotel chains and independent or boutique hotels preferred
    • Proven track record of building and implementing hotel SOPs
    • Experience managing and developing operational teams
    • Background in mid-market or economy hotel segments is an advantage; experience with lean operating models preferred
  • Skills & Competencies
    • Strong operational systems thinking — able to design processes, not just execute them
    • Data-driven approach to performance management; comfortable with OTA dashboards, PMS reporting, and Excel analytics
    • Clear, structured communicator — able to write actionable SOPs, dashboards, and management reports
    • High accountability orientation — follows through, escalates early, and sets clear expectations with the team
    • Adaptable and resourceful; thrives in a lean structure without large support teams
    • Familiarity with Star PMS or similar property management systems is an advantage
  • Personal Attributes
    • Hands-on leader who is comfortable at both strategic and operational levels
    • Strong cultural fit with a lean, fast-moving, entrepreneurial hotel environment
    • High integrity and professional maturity; able to work closely with senior leadership and ownership

Job Location: Johor Bahru, Johor

Salary Range: RM5,000 - 7,000 (negotiable)

PIC: Ms Haze (+6012-526 2679)