Operations Manager

Job Description

Operations Manager – Luxury Hospitality

The Operations Manager is responsible for the overall operational performance, service delivery, and occupier experience across the Residences and Office Towers. The role ensures that a five-star hospitality standard is consistently delivered across all operational touchpoints, aligning property operations with brand standards, luxury positioning, and stakeholder expectations.

Key Responsibilities

Front of House & Guest Experience

• Lead and manage all Front of House (FOH) teams including concierge, reception, and security.
• Ensure the delivery of hospitality-level service consistent with brand standards.
• Establish and maintain a service culture aligned with five-star luxury benchmarks.
• Oversee appearance, grooming, behavioral standards, and training of FOH teams.
• Monitor service quality through regular audits, feedback channels, and continuous improvement initiatives.

Service Standards, SOPs & Operational Excellence

• Develop, implement, and continuously enhance Standard Operating Procedures (SOPs) across property operations.
• Ensure both Front of House (FOH) and Back of House (BOH) teams operate in line with defined service standards and KPIs.
• Drive operational efficiency while maintaining premium service quality.
• Implement quality assurance frameworks, service audits, and performance reporting.
• Identify opportunities for service enhancement and operational optimization.

Facilities & Back of House Operations

• In collaboration with the Owners Association, oversee the performance of facilities management, housekeeping, security, and technical service providers.
• Ensure compliance with health, safety, and regulatory requirements.
• Maintain high operational standards across all support and operational teams.

Stakeholder & Owners Association Coordination

• Act as the primary liaison with the Owners Association to ensure common areas are maintained and operated in accordance with asset and brand standards.
• Coordinate with building stakeholders to ensure shared spaces operate seamlessly and maintain consistent service levels.
• Participate in joint operational planning and resolution of operational issues.

Resident & Occupier Relations

• Serve as the primary operational contact for residential owners and office occupants.
• Manage service requests, escalations, and complaints professionally and efficiently.
• Build strong relationships with residents and occupiers to support satisfaction, retention, and asset reputation.

Asset Maintenance & Property Standards

• Oversee the day-to-day condition, presentation, and functionality of all residential, office, and common areas.
• Coordinate preventive and corrective maintenance programs across all building systems including MEP, vertical transportation, façade, and life safety systems.
• Monitor contractor and facilities management performance to ensure compliance with service level agreements.
• Conduct regular property inspections and operational audits to identify improvement opportunities and mitigate maintenance risks.
• Oversee defect management, warranty tracking, and resolution processes with developers and contractors.
• Support refurbishment, enhancement, and improvement initiatives to maintain asset competitiveness and luxury positioning.
• Ensure full compliance with regulatory, health, safety, and statutory requirements.
• Maintain accurate maintenance documentation, records, and operational logs.

Lifestyle Integration & Brand Experience

• Promote adoption and engagement with digital platforms used for communication, services, and community engagement.
• Collaborate closely with the Relationship Management team to support delivery of lifestyle services, partnerships, and resident experiences.
• Ensure FOH teams are knowledgeable about lifestyle offerings, services, and benefits available to residents and occupants.
• Support onboarding of new residents and tenants to lifestyle programs and digital platforms.
• Facilitate coordination between operational teams and lifestyle service providers to ensure consistent service delivery.
• Champion the overall brand experience through daily operations and service touchpoints.

Team Leadership & People Management

• Lead and motivate operational teams to foster a culture of accountability, ownership, and service excellence.
• Conduct performance reviews and establish development plans for team members.
• Ensure ongoing training and professional development for operational staff.

Asset Protection & Brand Alignment

• Ensure the property environment consistently reflects the brand’s luxury positioning.
• Protect long-term asset value through proactive maintenance and operational planning.
• Monitor cleanliness, presentation, ambience, and functionality across all areas.

Reporting & Performance Management

• Prepare operational reports covering service performance, KPIs, incidents, and improvement initiatives.
• Track resident satisfaction metrics and implement service enhancement strategies.
• Provide regular operational updates to senior management and stakeholders.

Requirements

• Minimum 5 years of experience in luxury residential, hospitality, or mixed-use property management.
• Strong understanding of five-star service standards and hospitality-driven operations.
• Exceptional stakeholder management and communication skills.
• Strong operational leadership with attention to detail and quality standards.
• Proven ability to manage multiple stakeholders within complex mixed-use environments.