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, faade, 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.
