Director, Operations

2 weeks ago

Bangkok, Bangkok, Thailand ONYX Hospitality Group Full time ฿1,200,000 - ฿3,600,000 per year

This role is a strategic partner to the
Vice President of Operations
, ensuring operational
consistency, excellence, and innovation
across Shama's portfolio. focuses on driving
performance standards, brand compliance, and efficiency
through structured systems, actionable analytics, and continuous improvement initiatives.

Main Duties & Responsibilities

A. Financial & Business Performance

· Support the VP of Operations in the preparation and approval of operating and capital budgets across properties.

· Support turnaround strategies for underperforming assets.

B. Operational Excellence & Standardization

· Develop, implement, and maintain brand-wide Standard Operating Procedures (SOPs).

· Conduct regular property audits for compliance and improvement opportunities.

· Recommend corrective measures and ensure timely follow-up.

C. Data Analytics & Performance Management

· Design and manage KPI dashboards tracking performance metrics such as guest satisfaction and efficiency

· Identify performance gaps and propose improvement strategies.

D. Quality & Guest Experience

· Lead initiatives that enhance guest experience and satisfaction.

· Implement brand audits and certification programs to ensure service excellence.

E. Continuous Improvement & Innovation

· Identify and lead process improvement and innovation projects across the group.

· Collaborate with IT and Finance to introduce and evaluate technology solutions.

· Drive sustainability and digital transformation initiatives to improve operational efficiency.

F. Expansion & Growth Support

· Conduct operational due diligence for new projects and acquisitions.

· Provide operational guidance for pre-opening properties to ensure readiness.

· Align new openings and rebranding with corporate and brand strategy.

G. Regional Support & Project Management

· Support crisis or underperforming properties with targeted interventions.

· Coordinate special corporate projects, including ESG and loyalty program initiatives.

· Promote cross-country best practice sharing and operational workshops.

H. Training & Development

· Establish and lead an "Operations Academy" to build leadership capability.

· Drive "train-the-trainer" programs for consistent skill development.

· Implement recognition programs that promote excellence and performance culture.

I. Reporting & Advisory

· Consolidate regional reports and deliver executive performance summaries.

· Provide operational risk assessments and consultative advice to GMs and Regional Directors.

· Represent operations excellence at executive forums and management reviews.

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