Operations Manager | La Residence

The Operations Manager oversees and co-ordinates the seamless day-to-day operations of La Residence by ensuring effective communication between departments, optimising internal systems and enhancing the overall guest experience. They work closely with the HOD team, Deputy General Manager and General Manager to uphold service excellence, support strategic initiatives and ensure operational efficiency. This role acts as a central link between teams, guests, external partners and group functions to make sure that La Residence lives up to The Royal Portfolio’s purpose, which is “to give our guests a complete experience and a perfect stay”.

• CUSTOMER SATISFACTION

  • Ensures every guest enjoys a seamless, memorable and personalised experience from arrival to departure.

  • Monitors and maintains high satisfaction levels across all feedback platforms, proactively addressing concerns to resolve any issues within 24 hours and consistently exceeding guest expectations, with a particular focus on the welcome, orientation, and overall experience.

• GUEST EXPERIENCE ENHANCEMENT / REFINEMENT

  • Continuously elevates and personalises the guest journey, with a focus on creating memorable, unique, and brand-aligned experiences.

  • Works closely with the team to anticipate guest needs, add thoughtful touches, and ensure every interaction reflects La Residence’s commitment to warmth, luxury and attention to detail, particularly for VIPs, return guests, and special occasions.

• DUTY MANAGERS

  • Leads, mentors, and supports the Duty Manager team to ensure a seamless, guest-focused operation at all times.

  • Oversees their performance, training, and rostering to guarantee consistent service standards, effective communication, and operational excellence across all shifts.

  • Acts as a point of guidance and accountability, ensuring Duty Managers are fully equipped to handle guest relations, operational duties, and unexpected challenges with confidence and professionalism.

• EMPLOYEE ENGAGEMENT / DM DEVELOPMENT

  • The Operations Manager creates a culture of respect, inclusion, and high morale by ensuring that all team members feel valued, heard, and supported.

  • They drive internal communication, celebrate achievements, and actively support wellbeing and professional growth, working closely with the HR department.

• AESTHETIC

  • Maintains and enhances the visual appeal, ambience, and overall presentation of the property, ensuring all spaces reflect the style, elegance, and brand identity of La Residence.

  • Works in partnership with the GM, DGM, and HQ design team to uphold high standards of décor, furnishings, and visual consistency throughout all guest and operational areas.

• CULTURE

  • Actively engages with the Culture Cartel and Duty Managers to create opportunities for connection, team bonding, and shared purpose through regular activities and initiatives that strengthen relationships and morale across all departments.

• REPORTING

  • Oversees the accurate collection, analysis, and presentation of operational and guest service data.

  • Conducts regular audits and reviews of service delivery and guest feedback, ensuring findings are documented with actionable follow-ups.

  • Presents monthly updates at HOD meetings and delivers comprehensive quarterly reports, including innovation updates, to track progress, address challenges, and celebrate achievements.

• FINANCIAL STRENGTH

  • Drives revenue growth and profitability through effective oversight of key operational areas.

  • Focuses on initiatives such as increasing curio shop sales, cost management, and identifying opportunities to enhance financial performance while supporting the overall sustainability and success of La Residence.

• SUSTAINABILITY

  • Promotes environmentally responsible practices across all hotel…