Hospitality Manager

The Hospitality Manager oversees all hotel and commercial operations within the property, ensuring excellent guest experience, operational efficiency, and overall profitability. The role is responsible for maintaining brand standards, leading staff, managing financial performance, and ensuring that all departments operate in accordance with company policies and hospitality best practices.

PRIMARY DUTIES AND RESPONSIBILITIES1. Operations Management

• Lead and manage daily operations of the hotel rooms, common areas, and commercial spaces.
• Ensure compliance with company policies, house rules, and operational guidelines.
• Conduct daily operations briefing at 9:15 AM.
• Monitor reservations, room allocations, and coordinate with OTA Account Managers for promotions, rates, and payment follow-ups.
• Inspect property areas regularly to ensure cleanliness, readiness, and completion of staff tasks.
• Validate rate discounts or adjustments reflected in daily sales and accounting reports.

2. Performance, Goals & Improvement Financial & PNL Oversight

• Achieve property targets, occupancy goals, and revenue metrics set by management.
• Ensure the profitability of room operations, outlets, and commercial units.

CAPEX & Project Management

• Execute approved CAPEX projects within the set deadlines and quality standards.

Contracts & Compliance

• Review, negotiate, and endorse supplier and contractor agreements to the Board.
• Implement approved contracts and ensure adherence to terms and conditions.

Expense Control

• Review and verify all payables and expenses to ensure alignment with approved POs or contracts prior to endorsement to Accounting.

Training & Staff Development

• Conduct regular staff training to reinforce service standards, company policies, and operational procedures.

Localized Marketing

• Develop promotional activities and localized marketing strategies to increase hotel sales and occupancy.

3. Commercial Leasing Management

• Prepare and maintain the property's sales kit, proposals, rate sheets, and marketing materials.
• Handle client proposals, conduct site visits, and explain contract terms.
• Lead negotiations, closing agreements, and contract signing.
• Assist tenants from move-in to renovation requirements and up to contract termination.
• Address tenant concerns promptly and recommend improvements to leasing programs.

4. Room Audit & Quality Assurance

• Assign tasks to room attendants and inspect completed work based on brand cleanliness standards.
• Approve rooms for Vacant Clean status after inspection.
• Prepare DNR reports with appropriate incident documentation.
• Ensure PMS system reflects accurate room status.

5. Brand Management

• Maintain and implement brand standards in room design, cleanliness, service delivery, and common areas.
• Manage the property's social media presence and ensure strong ratings and response rates on OTA platforms.
• Implement activities based on the company's sales and marketing calendar.
• Respond to inquiries, complaints, and reviews across all platforms within the expected turnaround time.

6. Guest Experience Leadership

• Engage guests in a friendly, attentive, and professional manner.
• Maintain high visibility during peak operations to assist guests and ensure service quality.
• Oversee handling of guest concerns, complaints, and incidents, ensuring proper follow-through.
• Collect and analyze guest feedback to implement operational improvements.
• Respond to online guest reviews within 24 hours and apply corrective actions accordingly.

Job Types: Full-time, Permanent

Benefits:

• Company Christmas gift
• Company events
• Employee discount
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Pay raise

Work Location: In person