Hotel Manager

Description

Responsible for ensuring smooth hotel operations and satisfying guests’ needs through timely service, problem-solving, and excellent customer care. Identify operational gaps and drive improvements to raise review ratings across OTAs, TripAdvisor, and social media. EA License Number: 22C1267 EA Personnel: R22110252

Responsibilities and Duties

*Operations* * Improve and streamline operational procedures. * Manage a team across multiple departments. * Prepare staff rosters and arrange shift cover for last-minute absences. * Ensure all emails and OTA messages are replied to promptly within a day. * Verify payments for non-refundable and cancellable bookings are correctly processed. * Check that no outstanding payments remain for in-house or checked-out guests. * Ensure accuracy of daily reports. * Train new joiners. * Cover shifts when necessary. * Monitor inventory levels. * Source new suppliers and review existing vendors. *Customer Service* * Ensure guest special requests are fulfilled prior to check-in. * Address and resolve guest concerns and complaints amicably. * Review OTA feedback and follow up on complaints to prevent recurrence. * Recognize and compliment team members mentioned in positive reviews. * Work towards improving online review ratings. *Reports* * Review daily shift reports and submit to Operations Manager/General Manager for month-end reporting. * Prepare and tally daily credit card statements. * Consolidate monthly petty cash reports. * Verify cancellation and no-show reports for accuracy. * Tabulate monthly staff rosters and incentives. *Housekeeping & Maintenance* * Inspect guest rooms prior to arrival. * Facilitate communication between Housekeeping and Front Desk. * Schedule internal room care and maintenance tasks. * Recommend enhancements to guest room and overall hotel experience. *Revenue Management* * Drive Average Daily Rate (ADR) growth. * Manage room rates and allotments across OTAs. * Monitor expenses and control costs. * Achieve monthly revenue targets. * Assist in collections of outstanding payments.

Qualifications and Requirements

* Degree or Diploma in Hospitality or equivalent. * Minimum 3 years in a managerial role, or 6 years of front desk experience. * Integrity, drive, and leadership qualities. * Proficiency in Microsoft Office applications. * Independent, resourceful, and resilient under pressure. * Strong communication skills with ability to correspond professionally in writing.

Working Condition

Working hours

Full-time, may include weekends or extended hours as required