Hotel Operations Manager

1 week ago

George Town, Penang, Malaysia TIME's group Full time
Job Description

Job Title: Hotel Manager

Job Summary:

We are seeking a highly skilled and experienced Hotel Manager to lead our hospitality business operations and management. The successful candidate will be responsible for managing the day-to-day operational activities of our hotels, ensuring excellent guest experience, and driving business growth.

Key Responsibilities:

  • Hotel Operations Management:
    • Lead and manage the day-to-day operational activities of hotels, including managing employees from various departments.
    • Ensure all operational areas have a conducive atmosphere for the overall guest experience.
    • Identify and analyze operational challenges and develop solutions to prevent reoccurrence.
    • Coach and support operations teams to effectively manage occupancy, rate, wages, and controllable expenses.
    • Plan, direct, and coordinate the service delivery of all operational departments to meet and exceed hotel guest expectations.
    • Attend to all complaints and problems raised by hotel guests.
    • Provide guidance and mentoring to service staff to improve service levels to hotel guests.
    • Ensure hotel operations SOP is in practice and adhered by employees.
    • Develop improvement actions and carry out cost-saving measures.
    • Hold regular briefings and communication meetings with team members.
    • Undertake special assignments, ad hoc requests, emergencies, and any other related duties as and when required.
  • Managing Profitability and Hotel Budgets:
    • Manage hotel revenue division to ensure profitability, occupancy, revenue, and sustainability.
    • Keep operations teams focused on critical components of operations to drive guest satisfaction and desired financial results.
    • Review financial reports and statements to determine how hotels are performing against budget.
    • Ensure capital expenditure funds are being used to address priorities outlined in the service strategy.
    • Work with direct reports to determine areas of concern and establish ways to improve departments' financial performance.
    • Strive to maintain profit margins without compromising guest or employee satisfaction.
    • Makes and executes key decisions to keep property moving forward towards achievement of company's financial goals.
  • Managing Property Operations & Teams:
    • Strive to improve service performance.
    • Communicate a clear and consistent message regarding operational goals to produce desired results on a continuous basis.
    • Ensure employees are treated fairly and equitably.
  • Managing and Conducting Human Resources Activities:
    • Hire operations and administration team members who demonstrate strong functional expertise.
    • Conduct annual performance appraisals with direct reports according to Standard Operating Procedures.
    • Strong leadership and people management capabilities.

Requirements:

  • Degree in Business Administration, Hospitality Management, or relevant field.
  • Minimum 3 years of experience in similar role (Hotel Manager, Operations Manager, Rooms Division Manager, Front Office Manager, or Housekeeping Manager).
  • Passionate and love hospitality industry, with an aim to grow further in his/her hospitality career.
  • Fluency in English & Bahasa Malaysia. Multilingual is an added advantage.
  • Excellent knowledge of Hotel PMS, Channel Manager, Revenue Management & MS Office.
  • Good leadership, people management, and problem-solving skills.
  • Able to work on weekends, public holidays, or as when needed due to nature of the business.
  • Good problem-solving and decision-making skills with strong interpersonal and communication abilities.

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