Total 2 job vacancies by Como Pte. Ltd.

Job Summary:

The Manager Project Operations will oversee and manage new and existing hotels development projects, ensure efficient operation of all the front and back of the house functions in the hotel. This person will play a crucial role in improving service quality, and ensuring that the hotel delivers exceptional experiences to its guests. The position collaborates with cross-functional teams to plan and execute guest-centric projects and initiatives, and contribute to the overall operational efficiency and service standard of COMO Hotels.

Key Responsibilities:

Project Planning

• Develop project plans and strategies to enhance the guest experience, aligning with COMO’s brand positioning and objectives.
• Collaborate with hotel management and other stakeholders to identify guest experience improvement opportunities and define project scope, objectives, and deliverables.
• Conduct feasibility studies, research and analysis to gather guest feedback, identify trends, and potential impacts on hotel operations.

Project Execution and Management:

• Coordinate and oversee all aspects of project implementation, ensuring adherence to project plans, timelines and budget.
• Collaborate with cross-functional teams to execute project activities, such as process improvements, technology implementations, and service enhancements.
• Monitor project progress, identify and resolve issues, and proactively manage project risks.
• Conduct regular project meetings, provide updates to stakeholders, and facilitate effective communication among team members.

Stakeholder Engagement:

• Establish and maintain effective relationships with internal and external stakeholders, including hotel management, team members, guests, suppliers, and consultants.
• Collaborate with Planning Committee to gather insights and ideas, ensuring alignment and buy-in for guest experience projects and expectations.
• Act as a liaison between departments, facilitating communication and collaboration to drive guest-centric initiatives.
• Manage stakeholder feedback and concerns, promptly addressing issues and implementing appropriate solutions.

Quality Assurance and Compliance:

• Ensure that all projects meet quality standards, regulatory requirements, and brand guidelines.
• Monitor Guests feedback, review customer satisfaction scores and address any issues or concerns raise by guest.
• Review and analyze hotel LQA scores, offer support to hotels to ensure all meet the minimum goal set by the company.
• Collaborate with relevant departments, such as engineering and procurement, to ensure compliance with safety protocols and industry standards.
• Perform site inspections on the facilities and in the areas of guest service delivery and presentation, and address any deficiencies or deviations.
• Ensure all Operational Department Head have the SOP structure established

Training and Communication:

• Collaborate with the Learning department to develop and deliver training programs related to guest service and experience improvements.
• Provide guidance, support, and coaching to ensure that team members possess the necessary skills to deliver high-quality service.
• Inspire the hotel team to take extra step in creating a memorable COMO journey to our guests.
• Ensure effective communication of project objectives, progress, and outcomes to team members through various channels, such as meetings, newsletters, and training sessions.
• Promote a guest-centric culture throughout the organization by fostering awareness, enthusiasm, and commitment to delivering exceptional guest experiences.

Industry Research and Innovation:

• Stay updated on industry trends, emerging technologies, and best practices related to guest experience and hospitality.
• Conduct research and benchmarking to identify innovative approaches and strategies to enhance the guest experience.
• Collaborate with the marketing department to integrate new technologies and digital solutions that improve guest engagement and satisfaction.

Requirements:

• Bachelor's degree in hospitality management, business administration, project management or a related field (preferred).
• Proven experience as a project manager in hotel operations or in a guest experience-focused role within the luxury hospitality industry.
• Strong project management skills, including planning, execution, and evaluation.
• Excellent organizational and multitasking abilities, with attention to detail and a focus on results.
• Strong analytical and problem-solving abilities, with the ability to make informed decisions and manage project complexities.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.
• Strong customer-centric mindset and a passion for delivering exceptional guest experiences.
• Knowledge of guest service principles, industry trends, and best practices.
• Flexibility to travel and work on-site as required for project management activities

The COMO Group represents an integrated approach to living well, grounded in acelebration of diversity and a deep respect for authenticity. The Group’s businesses extend across hospitality (COMO Hotels and Resorts), fashion (Club21, Kids21, Dover Street Market Singapore), wellness (COMO Shambhala),organic living and specialty foods (COMO Dempsey, Culina and SuperNature) and philanthropy (COMO Foundation).

JobSummary

We are seeking a motivated Store Manager to manage store operations, drive salesperformance, and deliver an exceptional luxury customer experience. This role involves team leadership, maintaining operational standards, and building strong relationships with key customers. The ideal candidate will have retail management experience, strong communication and leadeship skills, and a passion for luxury service. They should be organised, customer-focused and capable of coaching teams to achieve sales and service excellence.

Who will be successful in this role

Someone who shares the COMO Group values: passion, creativity, style and has a genuine interest in bringing these values to life in our workplace.

 Job Responsibilities

Customer Service and Selling

• Ensure selling and customer service activities and staff competence in these areas are optimised to sustain sales performance, profitability and offering a luxury customer service experience.
• Monitor sales team KPIs and maintain mystery shopping results of a minimum of 85%
• Seek and continuously develop knowledge and information about competitor activity, pricing and tactics and communicate this to relevant departments in the company.
• Assists in the planning and facilitating of customer experience training on a regular basis in line with the brand strategy to ensure the highest standards of customer service care areoffered at all times.
• Engages, develops and maintains key relationships with the core luxury customer

Operations

• Work closely with the Retail Manager to assist in the plan, forecast, report on sales, costs and business performance according to company requirements
• Assist in the management of staffing costs and overheads on all factors affecting the profitable performance of the store and implement effective staffing roster to ensure the store is adequately staffed and in line with budget costs
• Liaise with and utilise supportfrom Merchandisers as required to maximise sales opportunities
• Maintain communication with Head Office at all times in Manager’s absence or at request.
• Maintain and report as necessary all merchandise/stock for stocktake and on-going.
• Manage cash and payment systems in accordance with company or host store procedures and policies at all times.
• Maintain the upkeep,cleanliness and condition of all equipment, fixtures in the store/concession.
• Maintain effectiveness of IT and other essential in store systems.
• Attend meetings and contribute to company strategy as required in Manager’s absence
• Liaise with internal and external authorities as necessary – Marketing, HR, Recruitment, Retail operations, Fire Services, Police, BAA (airport stores only) etc.
• Support the store’s shrink plan by following operational best practices and seasonal focuses.

People/Brand Focus

• Assist in the motivation and development of staff through training and coaching.
• Assist with employee disciplinarians according to company policies (Employee Handbook) and law.
• Ensure and assist with relevant HR procedures i.e. appraisals, discipline, grievance, etc.
• Ensure Health and Safety, security and emergency systems and ensure staff capabilities are reviewed on a regular basis.
• Develop personal skills through training as provided by in-house or an external provider subject to company approval.
• Demonstrates and understands the brand values and behaviours
• Act as an ambassador for the brand and exhibits a passion in all aspects of the role
• Communicate positively about the brand at all times
• Engage, develop and maintain key relationships with the core luxury consumer

Prerequisite

• Diplomain Retail Management or equivalent
• Minimum 4 years with retail managerial experience
• Excellent communication skills and leadership qualities, with the ability to assess talent, coach, develop and manager performance
• Outgoing and pleasant personality with excellent organizational skills