Operations Manager - Luxury Hospitality

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 ResponsibilitiesFront of House & Guest ExperienceLead 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 ExcellenceDevelop, 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 OperationsIn 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 CoordinationAct 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 RelationsServe 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 StandardsOversee 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, façade, 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 ExperiencePromote 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 ManagementLead 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 AlignmentEnsure 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 ManagementPrepare 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.RequirementsMinimum 5 years of experience in luxury residential, hospita