Hotel Manager

POSITION SUMMARY

The Hotel Manager is responsible for the overall day-to-day operations, performance, and profitability of Stonehill Suites. This role ensures the seamless coordination of all departments to deliver an exceptional guest experience consistent with the brand's identity — boutique sophistication, personalized service, and operational excellence.

The position demands a balance of leadership, financial discipline, and creative problem-solving to sustain revenue growth, uphold brand standards, and optimize resources across the property.

KEY RESPONSIBILITIES
1. Operational Leadership

• Direct and supervise daily hotel operations across all departments.
• Ensure all teams (Front Office, Housekeeping, F&B, Maintenance, and Support) deliver consistent service excellence.
• Oversee and enforce compliance with company policies, SOPs, and brand standards.
• Conduct daily briefing and performance review with department heads.
• Monitor guest satisfaction, coordinate prompt service recovery, and ensure consistent review response management.

2. Financial & Revenue Performance

• Oversee hotel profitability, budgeting, and cost control.
• Coordinate closely with the Revenue Manager and Sales Team to achieve monthly targets on occupancy, ADR (Average Daily Rate), and RevPAR (Revenue Per Available Room).
• Approve weekly financial summaries, expense reports, and forecast analyses.
• Implement cost-efficient operations without compromising service quality.

3. Human Resource & Team Development

• Supervise recruitment, performance evaluation, and staff discipline with HR.
• Conduct regular coaching and training sessions with supervisors and team leads.
• Maintain staff morale through recognition, service charge review, and reward systems tied to KPI results.
• Enforce code of conduct, grooming standards, and attendance discipline.

4. Guest Experience & Brand Standards

• Ensure personalized guest experience aligned with Stonehill's Art Deco heritage and brand promise.
• Handle VIP arrangements, guest relations, and service recovery.
• Implement and monitor quality assurance audits and mystery check evaluations.
• Ensure that all guest touchpoints — from booking to checkout — reflect consistency in tone, hospitality, and design integrity.

5. Administration & Compliance

• Approve all departmental reports (daily sales, occupancy, audit summaries, incident reports).
• Coordinate with Accounting, Audit, and Compliance teams for statutory and government requirements (DOLE, BIR, LGU, Fire, Sanitation).
• Lead internal and external audits, ensuring readiness for inspections or accreditation visits.
• Manage procurement approvals, supplier evaluations, and contract renewals.

6. Strategic Planning & Development

• Identify business opportunities for growth, partnerships, and events.
• Collaborate with Marketing to plan campaigns, events, and seasonal promotions.
• Oversee property upgrades, refurbishments, and facility maintenance schedules.
• Provide operational input to the Executive Office on strategic expansion or new project feasibility.

KEY PERFORMANCE INDICATORS (KPIs)

• Occupancy Rate
• ADR (Average Daily Rate) and RevPAR
• Guest Satisfaction / Online Review Score (Goal: 9.0+)
• GOP (Gross Operating Profit) vs. Target Budget
• Departmental Audit & SOP Compliance (≥ 90%)
• Staff Attendance & Retention Rate
• Service Charge Distribution Accuracy & Timeliness
• Brand Consistency and Guest Experience Audit Results

CORE COMPETENCIES

• Strong leadership and interpersonal communication
• Excellent analytical, financial, and decision-making skills
• Deep understanding of boutique hotel operations and guest psychology
• Strategic and structured management approach with a people-first mindset
• Fluent in hospitality systems (PMS, POS, CRM, and audit reporting)
• Creative adaptability to event-driven and lifestyle hospitality settings