Director of Operations - voco Kuching

What's the job?

The Director of Operations is responsible for the overall operational performance and service delivery of the hotel, ensuring that all guest facing and operational departments work together effectively to deliver a consistent, high quality guest experience in line with voco and IHG standards.

The role provides strategic and operational leadership across Front Office, Housekeeping, Food & Beverage, Culinary, Banquets, Security, Recreation and other operational functions as assigned.

The Director of Operations works closely with the General Manager and Heads of Department to drive guest satisfaction, colleague engagement, operational efficiency, revenue performance, brand compliance, cost control and local regulations compliance.

The position acts as a key member of the hotel leadership team and deputizes for the General Manager when required.

Your day to day

Hotel Operations & Leadership


* Lead and oversee the day to day operations of the hotel to ensure smooth, efficient and effective service delivery


* Provide direction, guidance and support to operational Heads of Department and their teams


* Ensure all departments operate in accordance with approved policies, procedures, standards and operating plans


* Establish clear operational priorities and ensure effective coordination between departments


* Conduct regular operational reviews and identify opportunities for improvement


* Monitor hotel operations, identify service gaps and implement appropriate corrective actions


* Ensure operational decisions are aligned with the hotel's business objectives and strategic direction


* Deputize for the General Manager during periods of absence or as assigned


* Participate actively in Executive Committee meetings and hotel leadership initiatives


* Support the General Manager in the development and implementation of the hotel's annual business plan and strategic priorities

Guest Experience & Service Excellence


* Drive a strong guest centric culture across all operational departments


* Monitor guest satisfaction, online reviews, guest feedback and service recovery trends, and work with the Hotel Champion to analyse guest trends


* Ensure guest complaints and service issues are handled promptly, professionally and effectively


* Personally follow up on significant guest complaints, VIP concerns and service recovery cases


* Identify recurring guest experience issues and work with relevant departments to implement sustainable solutions


* Ensure guest preferences and relevant guest information are communicated and acted upon


* Champion voco's distinctive guest experience and IHG's True Hospitality philosophy


* Maintain visible leadership presence throughout the hotel, particularly during peak operating periods and major events


* Ensure consistent delivery of brand standards throughout the guest journey

Rooms Division & Front Office Operations


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