Assistant Operations & Customer Service Manager

About the Role
We are seeking a hands-on Assistant Operations Manager to support daily operations at our commercial laundry facility servicing hotel linen, staff uniforms, and hotel guest laundry. This role requires strong attention to detail, a service-oriented mindset, and the ability to manage tight turnaround times demanded by hospitality clients — where quality slips or late deliveries directly impact hotel guest experience.

Key Responsibilities
Operations & Production
• Oversee end-to-end processing of hotel linen (bedsheets, duvet covers, pillowcases, towels), F&B linen (tablecloths, napkins), staff uniforms, and hotel guest laundry (wash & dry-clean items)
• Manage separate workflows and equipment settings for bulk linen (tunnel washing / flatwork ironing) versus guest laundry (individually tagged, higher-care handling)
• Monitor daily production schedules against hotel pickup/delivery windows — guest laundry is typically same-day/next-day and highly time-sensitive
• Ensure correct sorting by hotel client, fabric type, and soil level to prevent cross-contamination, dye transfer, and mix-ups
• Track machinery performance (tunnel washers, flatwork ironers/feeders, folding machines, dry cleaning units, garment finishing equipment) and escalate faults for maintenance

Team Management
• Supervise shift workers, machine operators, sorters, pressers, and drivers across linen and guest laundry lines
• Train staff on garment tagging systems, care label interpretation, and handling of delicate or guest-owned items
• Schedule manpower around hotel delivery cycles, including peak periods (holidays, events, high-occupancy seasons)
• Manage attendance, performance, and shop-floor discipline

Quality & Compliance
• Enforce strict QC checks: stain removal effectiveness, correct pressing/finishing standards, absence of damage, and correct item counts per hotel
• Oversee guest laundry item-tracking (tagging, barcode/RFID systems) to prevent loss or mismatched returns — a major source of hotel complaints
• Ensure compliance with Singapore Workplace Safety and Health (WSH) regulations and hygiene standards
• Investigate and resolve claims for missing, damaged, or delayed guest items; liaise directly with hotel housekeeping/laundry liaisons
• Maintain records for hotel client audits (many hotel groups require periodic laundry facility inspections)

Client & Logistics Coordination
• Act as a key operational point of contact for hotel housekeeping and F&B departments on daily volumes, special requests, and urgent orders
• Coordinate pickup/delivery schedules with drivers to meet hotel-specific SLAs (service level agreements)
• Monitor and reconcile linen/uniform stock levels against par stock agreements with hotel clients

Administrative Support
• Prepare daily/weekly reports on volumes processed, turnaround times, rejects/re-work, and SLA compliance per hotel account
• Support cost control on chemicals, utilities, and consumables
• Assist in reviewing and refining SOPs for linen handling versus guest laundry processes

Requirements
• Diploma or Degree in Hospitality Management, Operations Management, Textile Technology, or related field
• 2–4 years' experience in a supervisory role within commercial/industrial laundry, hotel housekeeping/laundry operations, or hospitality back-of-house operations
• Prior exposure to hotel linen contracts and/or guest laundry (dry cleaning) services strongly preferred
• Understanding of fabric care, garment tagging/tracking systems, and dry cleaning processes
• Strong service orientation — comfortable liaising directly with hotel clients and managing SLA pressure
• Solid people management skills across a diverse, multi-generational, multilingual workforce
• Good written and spoken English; Mandarin/Malay/Tamil an advantage
• Willing to work shifts, weekends, and extended hours during peak hotel occupancy periods
• Proficient in MS Office/Excel; experience with laundry/linen management software a strong plus
• Physically fit, able to work in a warm, high-humidity industrial laundry environment