Head, Grab Support Customer Operations

Job Description Lead and inspire the Front Office team to deliver warm, personalized, and seamless guest experiences. You will oversee daily front office operations, ensure service excellence, and drive guest satisfaction while maintaining operational standards and hotel performance. Key Responsibilities - Lead and motivate the Front Office team to achieve service excellence - Oversee daily Front Office operations, including Reception, Concierge and Guest Services - Ensure smooth guest arrivals, departures and stay experiences - Handle guest feedback and service recovery professionally - Monitor guest satisfaction and operational performance - Ensure compliance with hotel standards, policies and SOPs - Coach and develop team members to build a strong service culture - Collaborate closely with other departments to ensure seamless operations Qualifications - Minimum 3–5 years of Front Office experience, with supervisory or management experience - Strong leadership, communication and interpersonal skills - Excellent guest service mindset with a passion for hospitality - Strong problem-solving and decision-making abilities - Ability to lead, motivate and develop a diverse team - Good knowledge of Front Office operations and hotel systems - Fluent in English; additional languages are an advantage - Strong organizational skills and ability to work under pressure - Professional, confident and guest-focused personality

Lead/Sr Lead – Strategy and Operations

Agoda

Bangkok

External

About Agoda At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world. Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide. No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us. The Opportunity: As a Lead/Sr Lead, Strategy & Operations (Supply), you will be instrumental in helping the business drive the implementation of global initiatives and innovations. In this high-impact role, you will be responsible for safeguarding Agoda's market position, proactively countering competitive threats, and ensuring our offerings remain the top choice for travelers. You will collaborate across departments to develop and execute defense strategies, leveraging data, market intelligence, and innovative tactics to stay ahead in a dynamic and fast-evolving industry. You bring analytical acumen coupled with marketplace knowledge and a high level of operational savvy. You have a history of owning projects and are relentless in driving these through to completion. The role is based in Bangkok and reports to the Sr Manager – Strategy and Ops. In this Role, you'll get to: - Lead cross-functional initiatives to maximize business performance and strengthen the competitive position of the hotel supply organization. - Define and track key performance indicators (KPIs) to measure the impact of strategic initiatives and ensure accountability. - Drive the end-to-end delivery of strategic projects, ensuring alignment with business goals, timely execution, and continuous improvement. - Develop, implement, and improve new operational tools to gather internal and external insights. - Transform insights gathered into actionable initiatives and improve existing partner programs to meet the needs of our partners. - Work with senior stakeholders across multiple departments to drive projects and goals to completion. What you'll Need to Succeed: - 5-10 years of experience in operations, strategy, or project management required; experience leading cross-functional initiatives is a plus. - Very strong analytical and problem-solving skills. - Strong communication and stakeholder management skills with fluency in English. - Proven track record in project delivery and management. - Comfortable utilizing AI to improve work efficiency, quality, and output. - Experience in Internet, e-commerce, technology, or travel industry is a plus. - Experience in Management Consulting is a plus. - Bachelor's or equivalent degree required; MBA is a plus. - Team player with great collaboration skills. - Energetic and driven with a professional get-it-done attitude. - Creative and innovative; adapts well to and is energized by change. Working knowledge and fluency with SQL is a plus Please review our Hiring Process Guidelines before your interview — click here to learn how interviewing at Agoda works. Discover more about working at Agoda - Agoda Careers https://careersatagoda.com - Facebook https://www.facebook.com/agodacareers/ - LinkedIn https://www.linkedin.com/company/agoda - YouTube https://www.youtube.com/agodalife Equal Opportunity Employer At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics. We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy. Disclaimer We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.

Job Description 1.Responsible for Overview Safety , Cost , Quality , Delivery performance in shop floor to be achievement target business unit. 2.Leading improvement for acheivement KPI' s Productivity , OEE and driven Quality management to achievement target 0-km complaint , IDC , Capacity ,DIO ,RPP activities projects cost reduciton ,tooling cost ,MOC. 3.Responsible for BPS activities e.g., System CIP. 4 cycle per year focus topic improvement align business plan and fullfill myMeasures , VS-PDCA in system and BPS-M2 assessment level 2+4.Define lean manufacturing concept and eliminate lossess all element in shop floor . 5.Assignment from Superior level. Qualifications Educational Background: Bachelor degree Industrial Engineering ,Machanic Engineering , Electric Engineering or master degree. Special Skills: Production and process improvement knowledge. Language Proficiency Level: Good English skill. Others: Very good mindset to support the team for CIP project. Additional Information A dynamic work environment, we offer a comprehensive benefits package that includes a 5-day work week, transportation, health and life insurance, uniform, provident fund, and access to home loans through the Government Housing Bank.We are looking for an individual who is committed to excellence and eager to contribute to the team’s success.