Director of Operations - Hilton Shah Alam
Exceptional Hospitality Starts With You
As the Director of Operations, you will oversee all operational departments, ensuring the hotel operates efficiently while maintaining the highest guest service standards. You will manage day-to-day operations, including front office, housekeeping, food and beverage, and other key departments. Your role will drive operational performance, optimize resources, and consistently meet guest satisfaction and financial objectives.
In this role, you will work closely with the General Manager, department heads, and the executive team to develop and implement strategies that enhance service delivery and operational efficiency. Your leadership and expertise will ensure all hotel functions work seamlessly to create a positive experience for guests and employees.
Here’s what you’ll do during a typical day:
Leadership & Strategic Direction:
- Provides strategic leadership to all operational departments, including front office, housekeeping, food and beverage, and engineering, ensuring that all areas operate efficiently and align with the hotel’s goals.
- Collaborates with the General Manager to develop and execute operational strategies that drive performance and enhance guest satisfaction.
Operational Oversight & Efficiency:
- Oversees day-to-day hotel operations, ensuring that all departments work harmoniously to deliver an exceptional guest experience.
- Implements best practices and process improvements to optimize resources, reduce costs, and increase operational efficiency.
Guest Satisfaction & Service Excellence:
- Ensures that all guest interactions meet or exceed the hotel’s service standards, addressing any guest concerns or complaints quickly and professionally.
- Monitors guest feedback and works with department heads to implement strategies that continuously improve service quality and guest satisfaction.
Financial Management & Budgeting:
- Manages departmental budgets, working closely with the finance team to control costs, maximize revenue, and meet financial targets.
- Analyzes operational financial reports, identifying opportunities to improve profitability while maintaining service quality.
Team Development & Talent Management:
- Leads, motivates, and develops department heads and their teams, ensuring a positive work environment that encourages high performance and employee engagement.
- Provides ongoing training and development opportunities for staff, fostering a culture of continuous improvement and professional growth.
Cross-Departmental Collaboration:
- Work closely with all department heads to ensure seamless communication and coordination, facilitating smooth operations.
- Partners with sales, marketing, and revenue management teams to align operational strategies with business objectives, including occupancy optimization and guest experience enhancement.
Compliance & Risk Management:
- Ensures that all operational departments comply with health, safety, and regulatory standards, conducting regular audits and implementing corrective actions as necessary.
- Manages risk by following all hotel policies and procedures, including emergency response protocols and security measures.
Reporting & Performance Tracking:
- Prepares regular reports on operational performance, guest satisfaction, and financial metrics, presenting insights and recommendations to senior leadership.
- Tracks and analyzes key performance indicators (KPIs) to assess operational efficiency and make data-driven decisions.
What It Takes to Make the Stay
At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:
A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.
In addition, this role requires the following minimum qualifications:
- Proven experience in a senior operations management role within a hotel or hospitality environment.
- Strong leadership and team management skills, with the ability to drive performance and inspire high levels of employee engagement.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments.
- In-depth knowledge of hotel operations, including front office, housekeeping, food and beverage, and engineering.
- Strong financial acumen, with experience in budgeting, forecasting, and cost control.
- Proficiency in hotel property management systems (PMS) and other relevant operational software.
- Proficiency in English; additional languages are a plus.
- Ability to work flexible hours, including nights, weekends, and holidays.
How We’ll Help You Thrive
At Hilton, the hospitality we’re known for doesn’t end with our guests. We proudly invest in our team members' well-being, supporting you through all of life’s moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:
- Team Spirit: Join a supportive and friendly team that feels like family.
- Career Growth: Opportunities for professional development and career advancement.
- Great Perks: Competitive salary, benefits, and more.
- Dynamic Environment: Enjoy a vibrant and engaging workplace where every day is different.
Join an Award-Winning Workplace Culture
At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible.
As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.
Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With 24 world-class brands, and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.
Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.
Curious about life at Hilton? Explore our to see why we’re more than a great place to stay—we’re a great place to work.