Job Summary

The Hotel Manager is responsible for overseeing all aspects of hotel operations, ensuring high levels of guest satisfaction, and maximizing profitability. This role involves managing staff, maintaining the property, and implementing strategic initiatives to enhance the guest experience.

Key Responsibilities:

Operational Management:

• Oversee daily hotel operations, including front office, housekeeping, food and beverage, and maintenance.
• Ensure compliance with health and safety regulations, as well as hotel policies and procedures.

Guest Services:

• Foster a customer-focused culture by ensuring exceptional guest service and satisfaction.
• Address guest complaints and feedback in a timely and effective manner.

Staff Management:

• Train, and manage hotel staff, ensuring a high level of performance and professional development.
• Conduct regular performance evaluations and provide coaching and support to team members.

Financial Management:

• Prepare and manage the hotel budget, forecasting revenues and expenses.
• Monitor financial performance, implement cost-control measures, and analyze profit margins.

Sales and Marketing:

• Collaborate with sales teams to identify new business opportunities and partnerships.

Maintenance and Facilities Management:

• Ensure the hotel facility is well-maintained and meets quality standards.
• Coordinate with maintenance staff to address repairs and improvements promptly.

Reporting and Analysis:

• Prepare regular reports on hotel performance, occupancy rates, and guest satisfaction metrics.
• Analyze data to identify trends and areas for improvement.

Budget Management:

• Analyze labor and supply costs to maximize efficiency without compromising quality.

Qualifications:

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• Minimum of 7 years of experience in hotel management or a similar role, with at least 5 years in a leadership position.
• Knowledge of hospitality industry trends and best practices.
• Experience with Accor.

Core Skills:

• Leadership: Strong leadership and team management skills to inspire and motivate staff.
• Customer Service: Excellent customer service skills with a focus on guest satisfaction.
• Financial Acumen: Solid understanding of financial management, budgeting, and revenue forecasting.
• Communication Skills: Strong verbal and written communication skills for effective interaction with guests and staff.
• Problem-Solving: Ability to address issues and make decisions quickly and effectively.
• Organizational Skills: Excellent organizational skills to manage multiple tasks and priorities.
• Technical Proficiency: Proficient in hotel management software and Microsoft Office Suite.

Key Result Areas (KRAs):

• Guest Satisfaction: Achieve high levels of guest satisfaction, as measured by reviews, feedback, and satisfaction surveys.
• Operational Efficiency: Ensure smooth daily operations, minimizing disruptions and maintaining quality standards.
• Financial Performance: Meet or exceed budgeted revenue and profitability targets through effective cost management and sales strategies.
• Staff Development: Foster a positive work environment and develop staff through training and performance management.