Director of Operations (PMH Cluster)

Job Description

GENERAL RESPONSIBILITIES:

• Include the following and are not limited to the detailed job specifications contained herein.
• Will be called upon to perform additional duties or job functions that can be performed as deemed necessary for this position.
• Job Description can be changed time to time to meet the business goals and operational realities without advance notice.

SCOPE OF WORK:

• Responsible for the effective operations of the assigned cluster (serviced apartments and office buildings), ensuring service excellence, tenant satisfaction, financial efficiency, and full legal compliance.
• Making decisions in line with Savills vision, objectives and standards whilst aligning with Landlord and Clients needs and objectives.

MAIN DUTIES:

1. Operations Management

• Oversee all operational aspects across assigned properties, buildings, including serviced apartments, serviced villas and office buildings.
• Ensure the daily operations of all departments including Housekeeping, Front Office, Engineering, Security, F&B, Landscaping, and supporting functions are conducted professionally, delivering the highest service quality to both tenants and Landlord.
• Develop and execute short-term and long-term operational strategies.
• Ensure international standards in safety, security, hygiene, and service.
• Develop and monitor SOPs and KPIs for each property.
• Manage weekly/monthly/quarterly report to Landlord.

2. Financial Management

• Manage budgets, control costs, and improve profitability.
• Ensure cost control and financial effectiveness of each property.
• Check, analyze P&L report regularly and provide improvement solutions.

3. Client & Stakeholder Management

• Maintain strong relationships with tenants and handle complex feedback or complaints effectively.
• Collaborate closely with the property owner, management board, and service providers to ensure overall operational effectiveness.
• Establish and uphold a professional image for the property and the company brand.

4. People Leadership

• Recruit, train, and develop the management and operations teams at each property.
• Foster a positive and high-performance work culture.
• Assess individual performance and develop career paths for key personnel.

5. Compliance & Continuous Improvement

• Ensure all operations comply with Vietnamese laws and internal standards.
• Implement process improvement initiatives to enhance service quality.
• Respond to and manage emergency or crisis situations effectively.

Job Requirement

Technical skills

• Microsoft Office (Word, Excel, PowerPoint)
• Hotel Management
• Building Management
• Operation Management

Soft skills

• Operational Excellence:
• Strong capabilities in operations management, service standards, process efficiency, and resource optimization.
• Strong experience in operational management of serviced apartments or hotels.
• Financial Acumen:
• Proficient in budgeting, cost control, and cost-benefit analysis.
• Adaptability & Innovation:
• Agile in change, with a proactive mindset to drive innovation and continuous improvement.
• Communication & Stakeholder Management:
• Professional communication skills with the ability to manage relationships between tenants, owners, staff, and service partners.

Attitude/Behavior

• Polite, courteous, sophisticated and thoughtful.
• Must be fully responsible and flexible.

Leadership

• Strategic Leadership:
• Ability to set long-term direction, make sound decisions, and lead the team toward strategic objectives.
• People Management:
• Inspire, train, retain, and develop key talent within the organization.

General requirements

• Always implement and strictly comply with the Company's regulations, policies and the Department's SOPs.
• Maintain high efficiency and working spirit and strongly ensure to meet the quality standard sets of current and future work.
• Interact and coordinate with colleagues, superiors/subordinates and partners with respect and goodwill.
• Have a neat demeanor, positive thinking, maintain flexibility and be ready for fast adaptation to change.