Job Description

Roles & Responsibilities

Function as key member of the Hotel Executive Committee and Leadership Team, providing support and assistance to the Senior Managers and Executive Team. Partners closely with the General Manager and Executive Committee to translate strategic priorities into clear pre-opening and operating goals, structured action plans, and measurable outcomes. Ensure operation readiness and coordination of the hotel through respective Department Heads (Front Office, Housekeeping, Wellness, Food & Beverage, and Culinary). Sets a clear standard for luxury service through hands on leadership, emotional intelligence, and authentic personal connection. Provides disciplined oversight of staffing levels, productivity metrics, and operational KPIs to optimize both service delivery and financial performance. Oversees recruitment, onboarding and training of all operational colleagues. Establish and implement department policies, Standards Operating Policies and service standards according to Raffles brand and global rating organizations. Provide leadership that engages and motivates our team of exceptionally guest oriented Heartists. Provide coaching; leadership development; and goal setting with hotel department heads. Assist in the preparation of the pre-opening and annual Operations Budget/Plan and achieve the profit objectives therein. Brings proven pre-opening and project management experience required to navigate both short term operational initiatives and long range capital plans. Analyses guest feedback, quality metrics, and audit results to drive structured improvement plans and sustained excellence throughout the year. Provide active leadership role in the culture of Health and Safety and accident prevention Must possess and naturally exude a strong sense of style, polish, and discretion reflective of an ultra luxury flagship property. Assume the responsibilities of the General Manager in his/her absence

Desired Candidate Profile

Minimum 10 years of progressive hotel operations leadership experience, ideally within luxury or ultra luxury environments recognized by Forbes Travel Guide, or comparable global luxury rating organizations. Minimum 5 years in a senior leadership role (Hotel Manager, Director of Operations, Director of Rooms) within a Forbes rated, Leading Hotels of the World, or similarly acclaimed luxury hotel or resort. Bachelor's degree in hospitality management, Business, or a related field preferred. Proven experience leading complex, multi department operations, preferably within a luxury mixed use or residential hotel recognized for excellence in service, design, and guest experience. Strong working knowledge of luxury hotel systems, financial and labour reporting, and productivity tools, with demonstrated experience meeting the standards and rigor associated with top tier luxury rankings and brand audits. Proven team-leader with outstanding motivational skills and coaching ability. Ability to motivate developing leaders to act as entrepreneurs while implementing innovative, profit driven, guest satisfaction oriented solutions. Comfortable working evenings, weekends, holidays and various schedules

A calm, emotionally intelligent leader who thrives in dynamic environments. Warm, composed, and deeply service oriented, even under pressure. Highly analytical with sound judgment and attention to detail. Naturally curious, proactive, and solution focused. Committed to creating an exceptional place to work, stay, dine, and return to.