Hotel Manager

Responsibilities:

Hotel Operations Management:

• Oversee the daily operations of all hotel departments.
• Ensure that the front office, housekeeping, hotel restaurant, hotel kitchen, swimming pool, and laundry departments operate effectively.
• Ensure that the employees under these departments comply with approved hotel SOPs and operational standards.
• Conduct daily operational inspections of the hotel.
• Identify operational weaknesses and implement corrective measures.
• Ensure adequate staffing and proper deployment of employees in these departments.
• Monitor the opening and closing procedures of these hotel sections.
• Ensure smooth coordination between these departments.
• Ensure that hotel facilities, rooms and public areas are maintained to acceptable standards.

Guest Experience and Customer Service:

• Ensure consistently high standards of guest service.
• Monitor guest satisfaction and address complaints promptly.
• Personally handle serious or escalated guest complaints.
• Monitor online and offline guest feedback.
• Develop strategies to improve guest retention and repeat business.
• Ensure that guests receive professional, courteous and timely service.
• Monitor VIP arrivals, special requests and important guest requirements.
• Ensure proper handling of lost-and-found items.

Financial and Revenue Management:

• Monitor hotel revenue and expenditure.
• Work closely with the Finance Manager to ensure financial controls are maintained.
• Monitor daily sales and revenue from room sales, restaurant, bar, VIP lounge, pool bar and swimming pool.
• Review daily revenue reports.
• Monitor departmental budgets and expenditure.
• Ensure proper cash-handling procedures.
• Monitor discounts, complimentary services, refunds and void transactions.
• Review room occupancy, Average Daily Rate (ADR), and other hotel performance indicators.
• Support strategies for increasing hotel profitability.

Housekeeping and Accommodation:

• Monitor room cleanliness and presentation.
• Conduct regular inspections of guest rooms and public areas.
• Ensure housekeeping standards are maintained.
• Monitor room maintenance defects and ensure timely resolution.
• Monitor linen, toiletries and guest-room consumables.
• Ensure proper room-status reconciliation between housekeeping and the front office.
• Monitor room turnaround time and availability.
• Ensure guest rooms are prepared before check-in.

Food & Beverage Operations:

• Monitor the operations of restaurants, bars, lounges, pool bars and other F&B outlets.
• Ensure food quality, hygiene and service standards.
• Monitor food and beverage wastage.
• Ensure proper portion control.
• Monitor stock usage against sales.
• Ensure compliance with food-safety procedures.
• Review customer feedback relating to food and beverage services.
• Monitor outlet revenue and operational costs.

Sales and Marketing:

• Support the hotel's sales and marketing strategies.
• Monitor occupancy and revenue performance.
• Attract corporate and individual clients.
• Develop strategies to increase room occupancy and outlet patronage.
• Support promotional campaigns and special events.
• Maintain relationships with key corporate clients and business partners.

Requirements:

• A mix of formal education, practical training, and hands-on industry experience.
• Bachelor of Arts in hospitality management, hotel and restaurant management, or business administration will be preferable.
• A diploma or certificate in hotel management (taken anywhere from 6 months to 2 years) is also fine.
• An MBA or a master's in international hotel management is also fine.
• As long as the person has 5 years' experience or at least something close to that.