The Resident Manager (also known as the Hotel Operations Manager) serves as the second-in-command to the General Manager. This role is responsible for the daily operation of the hotel, ensuring that all departments function smoothly and consistently to deliver outstanding guest experiences. The Resident Manager acts as the General Manager’s deputy, making key operational decisions in their absence, driving service quality, and ensuring profitability and compliance across the property.

Core Responsibilities:

• Assist the General Manager in executing the hotel’s strategic vision, mission, and operational objectives.
• Oversee daily operations of Rooms, Housekeeping, F&B, Engineering, Security, and Guest Services.
• Monitor service standards and ensure consistent guest satisfaction across all touchpoints.
• Chair departmental meetings, follow up on action plans, and coordinate inter-departmental activities.
• Ensure compliance with brand standards, legal regulations, health & safety policies, and labor laws.
• Support the Financial Controller in budget preparation, revenue management, cost control, and variance analysis.
• Act as Manager on Duty (MOD), resolving guest issues and managing crises in the absence of the GM.
• Lead special projects such as service innovation, process improvements, and guest experience enhancements.

Commercial & Revenue Leadership:

• Support Revenue Management strategies to maximize ADR, occupancy, and RevPAR performance.
• Collaborate with Sales & Marketing on promotions, group bookings, events, and guest loyalty initiatives.
• Analyze competitor activity and market trends to adjust operational strategies accordingly.
• Identify ancillary revenue opportunities across F&B, spa, recreation, and other outlets.

Operations & Guest Experience:

• Ensure hotel cleanliness, maintenance, and service delivery meet brand and guest expectations.
• Resolve escalated guest complaints, ensuring effective service recovery and loyalty building.
• Conduct regular inspections of rooms, public areas, outlets, and back-of-house facilities.
• Coordinate preventive maintenance schedules and ensure protection of hotel assets.

People & Culture:

• Mentor and develop department heads to enhance leadership capability and succession planning.
• Ensure proper staffing, training, and performance management across all departments.
• Promote a positive work culture focused on teamwork, guest service, and accountability.
• Encourage cross-training and multi-skilling to build workforce flexibility.

Finance, Governance & Risk:

• Support financial performance monitoring, including GOP, departmental expenses, and flow-through.
• Maintain internal controls over cash handling, purchasing, and inventory processes.
• Identify risks in operations and implement controls to ensure safety, security, and compliance.
• Assist with insurance claims, audits, and compliance documentation as required.

Owner & Brand Relations:

• Provide operational updates to the General Manager and owners as required.
• Ensure all services and facilities reflect the brand’s positioning and identity.
• Coordinate with brand representatives during audits and property inspections.

Projects / Pre-Opening (if applicable):

• Assist with pre-opening tasks such as OS&E/FF&E procurement, staffing, training, and SOP setup.
• Coordinate operational readiness and ensure a smooth handover for hotel openings or renovations.

Key Performance Indicators (KPIs):

• Occupancy, ADR, RevPAR, and GOP performance against budget and forecast.
• Guest Satisfaction (GSS/NPS) scores and online review ratings.
• Employee engagement and turnover rates.
• Service audit/brand compliance results.
• Labor productivity and cost control efficiency.
• Health & Safety compliance and incident reports.

Qualifications & Experience:

• Bachelor’s degree in Hospitality, Hotel Management, or Business Administration (Master’s preferred).
• 8–10 years of hotel management experience with at least 3 years in senior operations leadership.
• Demonstrated success in managing multi-departmental operations in a 4/5-star property.
• Strong understanding of financial reports, revenue management, and cost controls.
• Fluency in English; additional languages are a plus.

Skills & Competencies:

• Strong leadership and motivational skills; ability to inspire teams and drive performance.
• Excellent problem-solving and decision-making abilities under pressure.
• High guest-service orientation with attention to detail.
• Effective communication, negotiation, and conflict resolution skills.
• Knowledge of hotel systems, operational standards, and industry best practices.

Tools & Systems Exposure:

• PMS/CRS (Opera, Cloud PMS), RMS, POS, and channel management tools.
• ERP/finance systems, procurement, and inventory control software.
• QA/audit platforms and reputation management systems.
• MS Office/Google Workspace for reporting and communication.

Reporting Line:
Reports to: General Manager
Direct Reports: All operational department heads (Front Office, Housekeeping, F&B, Engineering, Security, Guest Services).

Working Conditions:

• Primarily on-site leadership role requiring visibility in guest areas and back-of-house.
• Flexible hours including evenings, weekends, and holidays.
• High-pressure environment requiring resilience and multitasking abilities.

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.