Our client is a hostel company in Cambodia. They are looking for a Country Operations Manager who will be responsible for all departments, processes, programs and locations in the country, will be a strategic player in the successful roll-out of the hostel in a new country, as well as the profitable management of the operation in every location within it. He/ She will be based in Phnom Penh. 

• Have function as the strategic business leader of the property's Hostel Operations
• Work with Hostel General Managers to develop and implement departmental strategies
• Ensure implementation of the brand service strategy and brand initiatives across all departments at all Hostels
• Ensures Operations: meet the brand's standards; target customer needs; ensure employee satisfaction; focus on growing revenues; and maximize the financial performance of all departments whilst holding Health and Safety of paramount importance at all time

+ Operational Leadership

• Provides leadership and vision to the GM team and ensures that the team moves together in one direction to achieve core business goals set by the board of directors
• Lead & coach the General Management team to ensure they have the skills and resources required to operate effectively within their respective roles
• Ensures all team members have clear mandates and of what is expected of them from week to week

+ Managing Regional Profitability

• Demonstrates and communicates key drivers of guest satisfaction for the brands' target customer
• Analyzes service issues and identifies trends
• Makes and executes the necessary decisions to keep the regional business moving forward toward achievement of goals

+ Managing Regional Revenue Goals

• Monitors each Hostel's operations sales performance against budget
• Reviews reports and financial statements to determine each Hostel's operations performance against budget
• Coaches and supports operations teams to effectively manage occupancy & rate, wages and controllable expenses
• Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results

+ Management of Operations and Department Teams

• Champion the brands service vision for product and service delivery and ensures alignment amongst the Hostel leadership teams
• Develop systems to enable employees to understand guest satisfaction results
• Communicates a clear and consistent message regarding departmental goals to produce desired results
• Set the strategy for training, improvement and delivering on optimal guest stay experience

+ Managing the Guest Experience

• Reviews guest feedback: with leadership team and ensures appropriate corrective action is taken
• Responds to and handles guest problems and complaints which were unable to be dealt with at a Hostel level and helps coach leadership teams to be able to tackle them going forward
• Stays visible and interfaces with customers on a regular basis to obtain feedback: on quality of product, service levels and overall satisfaction
• Ensures that the work: of Hostel leadership teams creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectation

+Managing and Conducting Human Resources Activities

• Top level oversight of the Country level HR function to ensure that HR is supporting the business
• Facilitates the development of elegant & easily implemented solutions to overcome operational obstacles and ensures implementation
• Ensures employees are treated fairly and equitably
• Ensures that regular, ongoing communication is happening in Operations
• Ensures that GMs foster employee commitment to providing excellent service, run weekly meetings and model desired service behaviors in ell interactions with guests and employees
• Incorporates guest satisfaction as a component of weekly GM meetings with an emphasis on generating innovative ways to continually improve results
• Solicits employee feedback, utilizes an open door policy end reviews employee satisfaction results to identify end address employee problems or concerns
• In conjunction with the HR Manager, ensures property policies are administered fairly and consistently that disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures
• Conducts performance appraisals with direct reports according to Standard Operating procedures
• Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to teem as necessary

To CEO and Board Director

• Graduate/ Post Graduate
• At least 5-10 years’ experience in the same business and an excellent understanding of the Hospitality Industry
• Minimum 3-5 years of leading a large team
• Fluency in English must (verbal & written), knowledge of French will be good, and other languages are an advantage