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Hotel Manager

2 weeks ago

Bacolod City, Western Visayas, Philippines Stonehill Suites Full time

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