Job Role

The Hotel Manager will be responsible for overseeing the daily operations of the hotel, ensuring efficient service delivery, excellent guest experiences and effective management of hotel resources.

The role involves supervising staff, coordinating different hotel departments, managing guest relations, monitoring operational costs and ensuring that the hotel maintains high standards of hospitality, cleanliness and service.

2. Strategic Purpose of the Role

The Hotel Manager will be expected to:

• Ensure smooth and efficient day-to-day hotel operations.
• Maintain high standards of customer service and guest satisfaction.
• Improve staff productivity and departmental coordination.
• Monitor operational expenses and ensure proper resource utilisation.
• Support revenue growth and business performance.
• Maintain compliance with hospitality, health and safety standards.

3. Key Responsibilities

A. Hotel Operations Management

• Oversee daily hotel operations and ensure all departments function effectively.
• Coordinate front office, housekeeping, kitchen, food and beverage and maintenance activities.
• Monitor reservations, check-ins, check-outs and room allocation.
• Ensure hotel facilities and services meet established standards.
• Identify operational challenges and implement appropriate solutions.

B. Guest Relations & Customer Experience

• Ensure guests receive professional and courteous service.
• Handle guest complaints, enquiries and special requests.
• Monitor customer satisfaction and address service delivery gaps.
• Establish procedures that enhance guest experiences and encourage repeat business.
• Maintain positive relationships with guests and other stakeholders.

C. Staff Supervision & Management

• Supervise and coordinate hotel employees across different departments.
• Prepare staff duty schedules and monitor attendance.
• Provide guidance, training and performance feedback.
• Ensure employees adhere to hotel policies and service standards.
• Promote teamwork, accountability and professional conduct.

D. Housekeeping & Facility Management

• Ensure guest rooms, public areas and facilities are clean and properly maintained.
• Conduct regular inspections to maintain cleanliness and presentation standards.
• Coordinate repairs and maintenance activities.
• Monitor the availability of housekeeping supplies and equipment.
• Ensure compliance with hygiene and safety standards.

E. Food & Beverage Management

• Oversee food and beverage service in coordination with the kitchen team.
• Monitor food quality, presentation and service standards.
• Ensure proper stock management and minimise wastage.
• Monitor food handling, storage and hygiene practices.
• Coordinate departmental activities to ensure timely service delivery.

F. Financial & Inventory Management

• Monitor daily revenue, expenses and operational costs.
• Ensure accurate recording of sales, payments and transactions.
• Monitor stock levels and coordinate procurement requirements.
• Implement cost-control measures to minimise wastage.
• Prepare operational reports and provide performance updates to management.

G. Compliance & Safety

• Ensure compliance with applicable hospitality, health, hygiene and safety regulations.
• Maintain a safe environment for guests and employees.
• Ensure proper handling of emergencies and security incidents.
• Monitor adherence to hotel policies and operational procedures.

Qualification

4.  Qualifications 

• Diploma in Hospitality Management, Hotel Management, Tourism or a related field.
• A bachelor's degree will be an added advantage.
• Minimum 3 years' experience in hotel or hospitality operations.
• Previous supervisory or managerial experience.
• Experience managing hotel staff and coordinating multiple departments.
• Knowledge of front office, housekeeping and food and beverage operations.

5. Key Competencies

• Staff supervision and scheduling.
• Inventory and stock management.
• Report writing and administrative skills.
• Knowledge of hotel reservation/PMS systems.
• Strong leadership and organisational skills.
• Excellent communication and interpersonal skills.
• Customer-focused mindset.
• Attention to detail.
• Strong team management skills.