Hotel Manager

Key Responsibilities

• Oversee daily operations across Front Office, Housekeeping, Food & Beverage, and support departments, ensuring consistent service standards
• Lead, coach, and develop department heads and frontline staff to build a high-performing, guest-focused team
• Monitor and manage occupancy, revenue, and cost targets in line with budget, working closely with the General Manager on financial performance
• Ensure compliance with health, safety, hygiene, and licensing regulations across the property
• Handle guest feedback and service recovery, resolving escalated complaints promptly and professionally
• Drive service quality through regular audits, training initiatives, and performance reviews
• Manage rostering, staffing levels, and labour cost control across departments
• Maintain strong supplier and vendor relationships to support smooth day-to-day operations
• Support recruitment, onboarding, and ongoing development of hotel staff
• Report regularly on operational performance, guest satisfaction metrics, and departmental KPIs
• Lead change initiatives and communicate updates clearly across teams during periods of transition or growth

Requirements

• Minimum 3–5 years' experience in a hotel management or senior hospitality operations role
• Proven track record managing multi-departmental teams in a hotel, resort, or lodge environment
• Strong understanding of hotel operations, including front office systems, F&B service, and housekeeping standards
• Demonstrated ability to manage budgets, rosters, and cost controls
• Relevant qualification in Hospitality Management, Business Administration, or a related field (or equivalent experience)
• Excellent leadership, communication, and conflict-resolution skills
• Ability to remain calm and solutions-focused under pressure
• Proficiency with hotel property management systems (PMS) and standard office software
• Willingness to work flexible hours, including weekends and public holidays, as operationally required

Key Competencies

• Guest-centric mindset with strong service recovery instincts
• Hands-on leadership style — comfortable on the floor, not just behind a desk
• Strong organisational and prioritisation skills
• Ability to build trust and accountability across diverse teams
• Commercial awareness balanced with operational empathy

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