The Hotel Manager (HM) is the operational leader responsible for managing all aspects of hotel performance under the direction of the General Manager. The HM ensures day-to-day hotel operations run smoothly, coordinates cross-departmental functions, drives revenue and profitability, and maintains brand and service standards. Acting as the General Manager’s right hand, the HM provides leadership, oversight, and direction to all departments while fostering a culture of service excellence, efficiency, and accountability.

Core Responsibilities:

• Support the General Manager in executing the hotel’s strategic and financial goals.
• Oversee daily operations across Rooms, Food & Beverage, Housekeeping, Sales & Marketing, Finance, Engineering, and HR.
• Coordinate with department heads to ensure seamless interdepartmental communication and collaboration.
• Monitor guest satisfaction levels and implement corrective measures to enhance service standards.
• Ensure adherence to all brand standards, operating procedures, and legal/regulatory requirements.
• Act as Manager on Duty (MOD) when required, handling guest complaints, emergencies, and operational issues.
• Chair operational meetings and follow up on departmental action plans.
• Drive cost efficiency and operational productivity across all hotel departments.

Commercial & Revenue Leadership:

• Assist in revenue strategy execution to optimize occupancy, ADR, and RevPAR.
• Support Sales & Marketing in account acquisition, promotions, and campaigns.
• Review competitor analysis, market trends, and adjust operational tactics accordingly.
• Identify new business opportunities in rooms, F&B, events, and ancillary services.

Operations & Guest Experience:

• Ensure consistent delivery of high-quality guest service throughout all guest touchpoints.
• Handle escalated guest issues with diplomacy, ensuring positive service recovery outcomes.
• Conduct regular inspections of rooms, outlets, public areas, and back-of-house for quality assurance.
• Ensure hotel safety, cleanliness, and preventive maintenance standards are upheld.

People & Culture:

• Lead, coach, and motivate department heads to achieve business and service goals.
• Support HR in recruitment, training, appraisals, and employee engagement initiatives.
• Foster a culture of teamwork, accountability, and continuous improvement.
• Identify high-potential employees and develop succession plans for key roles.

Finance, Governance & Risk:

• Assist with preparation of budgets, forecasts, and monthly performance reviews.
• Monitor departmental cost controls, labor efficiency, and procurement compliance.
• Ensure adherence to internal controls and financial audit requirements.
• Implement risk management measures covering safety, security, and compliance.

Owner & Brand Relations:

• Provide operational updates and performance insights to the General Manager and owners.
• Maintain compliance with brand standards, ensuring audit readiness.
• Support corporate and regional teams in rolling out new initiatives and programs.

Projects / Pre-Opening (if applicable):

• Assist in renovation or pre-opening activities such as OS&E/FF&E setup, SOP creation, and staff onboarding.
• Support project timelines, ensuring smooth handovers and brand compliance.

Key Performance Indicators (KPIs):

• Occupancy, ADR, RevPAR, and GOP performance vs. budget.
• Guest satisfaction scores (GSS, NPS) and online review ratings.
• Employee turnover, engagement, and training compliance.
• Departmental cost efficiency and budget adherence.
• Compliance scores in internal/brand audits and safety inspections.

Qualifications & Experience:

• Bachelor’s degree in Hospitality, Business, or related field (Master’s preferred).
• 8–12 years of hospitality management experience with at least 3–5 years in senior hotel operations.
• Proven record in managing multi-department operations in a 4/5-star hotel.
• Strong knowledge of revenue management, financial analysis, and operational systems.
• Fluency in English; other languages are an advantage.

Skills & Competencies:

• Leadership with the ability to inspire and align teams toward common goals.
• Analytical thinking and financial acumen for operational decision-making.
• Excellent communication, conflict resolution, and negotiation skills.
• Adaptability, cultural awareness, and problem-solving ability under pressure.
• Guest-focused mindset with strong service recovery skills.

Tools & Systems Exposure:

• PMS/CRS (Opera, Cloud PMS, Fidelio), POS, RMS, and channel managers.
• ERP/finance systems, procurement, and inventory control platforms.
• CRM/loyalty systems and reputation management tools.
• MS Office/Google Workspace for operational reporting and presentations.

Reporting Line:
Reports to: General Manager
Direct Reports: Resident Manager (if applicable), Front Office Manager, Housekeeping Manager, F&B Manager, Engineering Manager, HR Manager, Security Manager, and other departmental heads.

Working Conditions:

• Full-time, on-site operational leadership role with high visibility in guest and employee areas.
• Flexible work hours including evenings, weekends, and holidays based on operational demand.
• Hands-on role requiring frequent presence in guest-facing and back-of-house areas.

Equal Opportunity:
The hotel is an equal opportunity employer and prohibits discrimination or harassment of any kind. All employment decisions are based on business needs, job requirements, and individual qualifications.