Hospitality Operations Manager

The Operations Manager is responsible for overseeing the day-to-day operations of the PEC Hospitality Portfolio, ensuring operational excellence, property readiness, service quality, guest satisfaction, and financial performance across all managed properties. The role is responsible for maintaining operational standards, SOPs, quality assurance programs, and continuous improvement initiatives to deliver a consistent PEC hospitality experience.

Key Responsibilities:

• Oversee daily operations and ensure all residences are guest-ready and meet PEC hospitality standards.
• Manage the end-to-end guest journey, ensuring a seamless and personalized guest experience.
• Lead service quality, guest complaint handling, service recovery, and continuous improvement initiatives.
• Monitor operational and commercial KPIs, including Occupancy, ADR, RevPAR, P&L, and operating expenses.
• Ensure residence quality, cleanliness, safety, maintenance, amenities, inventory, and asset readiness.
• Coordinate with Property Management and Engineering teams on maintenance and operational issues.
• Manage vendors, service quality, SLAs, supplies, and operational resources.
• Oversee guest transportation and airport transfer services, including driver and vehicle standards.
• Develop, implement, and continuously improve SOPs, service standards, and quality assurance processes.
• Lead, coach, and develop the operations team; support recruitment, training, and performance management.
• Prepare operational reports, budgets, and improvement plans to drive business performance.
• Collaborate with Sales & Distribution, Property Management, Engineering, and other stakeholders to achieve operational and commercial goals.

• 100% salary during probation.
• Transportation and mobile phone allowances.
• Social insurance, health insurance, and unemployment insurance in accordance with Vietnamese Labor Law.
• PVI Healthcare Insurance and annual health check-up.
• 13th-month salary.
• Annual performance bonus (based on KPIs).
• Holiday and Tet bonuses.
• 12 annual leave days per year.
• Friendly, stable working environment with clear career development and promotion opportunities.

• Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
• Minimum 5 years of experience in hotel, serviced residence, resort, or premium hospitality operations.
• At least 2 years of experience in a managerial position.
• Advanced proficiency in English, both written and spoken.
• Strong understanding of hotel and hospitality operations.
• Knowledge of quality assurance principles, guest satisfaction measurement, and quality management systems.