รายละเอียด

Assistant Operations Manager

Position Summary
The Assistant Operations Manager supports the daily operation of the resort, ensuring seamless coordination across Front Office, Guest Experience, Sustainability, and Quality Assurance. The role focuses on driving service excellence, guest satisfaction, operational efficiency, and compliance with brand and sustainability standards.

Key Responsibilities

Operations Management

* Support the day-to-day operation of Front Office and Guest Experience.
* Ensure smooth coordination between departments to deliver exceptional guest experiences.
* Monitor service standards and implement continuous improvement initiatives.
* Assist in resolving operational challenges and guest concerns.

Guest Experience

* Drive guest satisfaction and loyalty performance.
* Monitor guest feedback, online reviews, and service recovery actions.
* Coordinate VIP arrivals, special occasions, and personalized guest experiences.
* Support initiatives to enhance the overall guest journey.

Sustainability & ESG

* Coordinate sustainability programs and reporting requirements.
* Manage Green Globe, Carbon Footprint, ESG, and other sustainability-related documentation.
* Track sustainability KPIs and ensure compliance with certification standards.
* Promote sustainability awareness among associates and guests.

Quality Assurance & Audits

* Coordinate hygiene, safety, brand, and quality audits.
* Ensure corrective actions are implemented and completed on time.
* Maintain records and documentation required for audits and certifications.
* Support compliance with Accor, brand, and regulatory standards.

Administration & Reporting

* Prepare operational reports, presentations, and performance summaries.
* Monitor departmental action plans and follow up on completion.
* Support budget control, productivity, and operational efficiency initiatives.
* Analyze guest and operational data to identify improvement opportunities.

People Development

* Support coaching and development of Front Office and Guest Experience associates.
* Assist with training, onboarding, and performance follow-up.
* Foster teamwork, engagement, and a positive service culture.

Requirements

* Experience in Front Office, Rooms Division, Guest Experience, or Resort Operations.
* Strong organizational, communication, and leadership skills.
* Knowledge of sustainability programs, audits, and quality standards is an advantage.
* Strong reporting and analytical skills.
* Proficient in Microsoft Office.
* Good command of English and Thai.