Hotel Manager

We are looking for an experienced and results-driven Hotel Manager to oversee the overall operations, profitability, guest experience, and commercial activities of the property.

The Hotel Manager will be responsible for ensuring smooth day-to-day operations across all hotel departments and commercial areas while maintaining company standards, achieving business targets, developing employees, and delivering an excellent guest experience.

KEY RESPONSIBILITIES

OPERATIONS MANAGEMENT

• Oversee the overall daily operations and profitability of the property, including hotel rooms and commercial units.
• Ensure compliance with company policies, procedures, house rules, and operational standards.
• Conduct daily team briefings and ensure proper communication of operational priorities.
• Monitor reservations, room allocation, occupancy, and room availability on a daily basis.
• Coordinate with OTA Account Managers regarding promotions, rates, payment advice, and account concerns.
• Review and validate discounts, rate adjustments, and other revenue-related transactions for proper documentation.
• Conduct regular property rounds and inspections to ensure assigned tasks are properly completed and standards are consistently maintained.
• Handle confidential and sensitive company information appropriately.

PROFITABILITY & BUSINESS IMPROVEMENT

• Manage the property's P&L and work toward achieving company-set financial targets.
• Identify opportunities to improve revenue, reduce unnecessary expenses, and increase overall property profitability.
• Ensure hotel rooms, outlets, commercial units, and other revenue-generating areas operate efficiently and profitably.
• Monitor and execute approved CAPEX projects within the agreed timeline and budget.
• Review operational expenses and ensure requests and payables are supported by approved contracts, purchase orders, and proper documentation.

CONTRACT & SUPPLIER MANAGEMENT

• Coordinate, review, negotiate, and prepare contracts with suppliers, contractors, and service providers for management/BOD endorsement.
• Ensure proper implementation of approved contracts and agreements.
• Monitor supplier and service provider compliance and initiate appropriate action for contract violations when necessary.

TRAINING & TEAM DEVELOPMENT

• Provide regular training and coaching to employees regarding company policies, procedures, service standards, and operational processes.
• Address operational concerns and provide appropriate solutions.
• Develop a culture of accountability, teamwork, professionalism, and service excellence.
• Monitor employee performance and ensure proper implementation of company standards.

SALES & LOCALIZED MARKETING

• Develop and implement localized promotions, events, partnerships, and other initiatives to increase hotel revenue.
• Support the implementation of the company's sales and marketing calendar.
• Identify opportunities to increase room sales, commercial leasing, and other revenue streams.
• Work closely with relevant teams to maximize the property's market presence and revenue potential.

COMMERCIAL LEASING

• Prepare property sales kits, proposals, rate sheets, and other marketing materials for commercial units.
• Handle client inquiries, proposals, ocular inspections, and presentations.
• Explain leasing terms, requirements, and agreements to prospective clients.
• Coordinate the submission and validation of client requirements.
• Prepare recommendations for final contracts and agreements.
• Facilitate negotiations, closing of transactions, and contract signing.
• Provide after-sales support from client move-in and renovation through contract termination.
• Address tenant concerns and recommend improvements to commercial leasing programs and policies.

ROOM & QUALITY AUDIT

• Monitor room attendants' assignments and ensure cleaning standards are consistently followed.
• Conduct room inspections using the prescribed quality checklist before releasing rooms as Vacant Clean .
• Ensure all quality-assured rooms are properly updated in the PMS and ready for guest check-in.
• Prepare DNR reports with supporting Incident Reports for rooms requiring Do Not Rent status.
• Conduct regular inspections of common areas and other guest-facing facilities to maintain property standards.

BRAND & PROPERTY MANAGEMENT

• Act as the property's brand custodian and ensure compliance with established brand standards.
• Maintain standards covering:
• Guest rooms
• Common areas
• Service standards
• Social media
• Events
• Partnerships
• Manage and monitor the property's social media accounts and online presence.
• Monitor guest ratings, reviews, and response rates across OTAs and digital platforms.
• Respond professionally and promptly to customer inquiries, comments, reviews, and concerns.
• Ensure consistent implementation of the company's sales, marketing, and brand calendar.

GUEST EXPERIENCE

• Maintain a highly visible presence within the property and ensure guests receive attentive, courteous, and service-oriented assistance.
• Personally monitor and follow through on guest requests, complaints, concerns, and incidents.
• Obtain guest feedback and identify opportunities for operational improvement.
• Respond promptly to guest concerns, including online reviews and other digital feedback.
• Ensure guest comments and reviews are addressed within 24 hours , with appropriate corrective actions coordinated with the concerned team.
• Monitor recurring guest concerns and implement improvements to prevent similar issues from occurring.

QUALIFICATIONS

• Bachelor's degree in Hospitality Management, Hotel and Restaurant Management, Business Administration , or a related field.
• With at least 3–5 years of relevant hotel operations or property management experience , preferably in a supervisory or managerial capacity.
• Strong background in hotel operations, guest relations, revenue management, and team leadership.
• Experience in commercial leasing, property management, or managing mixed-use properties is an advantage.
• Knowledge of PMS, OTA platforms, hotel sales, and digital marketing is preferred.
• Strong leadership, decision-making, negotiation, and problem-solving skills.
• Excellent communication and interpersonal skills.
• Highly organized, detail-oriented, and capable of handling multiple operational priorities.
• Willing to be hands-on and actively involved in day-to-day property operations.