hotel manager

Job Purpose

The Hotel Manager is responsible for the overall leadership and management of Hotel Casuarina @ Kuala Kangsar, encompassing operations, sales and marketing, revenue management, financial performance, and guest experience.

This role ensures that all hotel functions operate efficiently and cohesively to achieve business objectives, brand standards, and profitability targets. The Hotel Manager drives excellence in service delivery, optimises commercial opportunities, and fosters a high-performance culture across all departments.

Key Responsibilities

1. Strategic Hotel Leadership

• Provide strategic direction and leadership across all aspects of the hotel's operations and commercial performance.
• Execute business plans aligned with company objectives and brand positioning.
• Lead departmental heads to deliver operational efficiency, revenue growth, and guest satisfaction.
• Analyse market trends and implement strategic initiatives to strengthen the hotel's competitive position.

2. Operations Management

• Oversee the day-to-day operations of all hotel departments including Front Office, Housekeeping, Food & Beverage, Kitchen, Maintenance, and Security.
• Ensure smooth interdepartmental coordination for seamless service delivery.
• Implement, monitor, and enforce Standard Operating Procedures (SOPs) to maintain operational consistency and compliance.
• Conduct regular inspections of facilities, equipment, and guest areas to uphold brand standards and safety.
• Ensure resource and manpower efficiency while maintaining service quality.

3. Guest Experience & Quality Assurance

• Champion service excellence and uphold the highest standards of hospitality.
• Review guest feedback, online ratings, and satisfaction surveys; take proactive action to address concerns.
• Oversee VIP services, special events, and personalised guest experiences to build brand loyalty.
• Foster a guest-centric culture that prioritises attentiveness, professionalism, and warmth in every interaction.

4. Sales, Marketing & Business Development

• Drive the hotel's sales and marketing efforts to maximise revenue across all segments — rooms, events, and F&B.
• Work closely with the Sales & Marketing team to develop promotional campaigns, partnerships, and brand initiatives.
• Build and maintain strong relationships with corporate clients, travel agents, and online travel agencies (OTAs).
• Represent the hotel at industry events, community engagements, and networking opportunities to enhance visibility and reputation.

5. Revenue & Yield Management

• Oversee all revenue-generating activities, including pricing, distribution channels, and room inventory management.
• Manage OTAs, direct online bookings, and all booking sources to ensure rate integrity, parity, and optimal positioning.
• Analyse occupancy trends, ADR, RevPAR, and market demand to formulate effective yield strategies.
• Collaborate with Sales & Marketing to implement dynamic pricing and upselling initiatives to optimise revenue performance.

6. Financial & Budget Management

• Manage the hotel's annual budget, forecasts, and capital expenditure plans.
• Monitor and control operating expenses, ensuring financial targets are achieved.
• Analyse Profit & Loss (P&L) statements, identify variances, and recommend corrective actions.
• Provide management with accurate financial summaries, performance reports, and business insights.
• Identify cost optimisation and revenue enhancement opportunities without compromising service quality.

7. Human Resources & Leadership

• Lead, motivate, and develop departmental managers and their teams to deliver operational and service excellence.
• Conduct regular management meetings to review performance, align priorities, and address challenges.
• Support recruitment, training, and performance evaluation to ensure staff competency and retention.
• Cultivate a culture of teamwork, professionalism, and accountability aligned with Casuarina's brand values.

8. Compliance, Safety & Sustainability

• Ensure full compliance with company policies, brand standards, and statutory regulations.
• Oversee the implementation of health, safety, and environmental practices across all hotel areas.
• Maintain high standards of hygiene and food safety in accordance with local and international standards.
• Promote sustainable practices that support operational efficiency and environmental responsibility.

Key Skills & Attributes

• Strong leadership and organizational skills.
• Excellent communication and interpersonal abilities.
• Financial acumen and analytical thinking.
• Customer-oriented with high attention to detail.
• Ability to handle pressure and resolve conflicts effectively.
• Proficiency in hotel management systems (PMS) and Microsoft Office applications.

Qualifications & Experience

• Minimum Diploma or Degree in Hospitality Management, Business Administration, or related field.
• At least 5 years of experience in hotel operations with 2 years in a managerial or supervisory role.
• Proven track record of improving guest satisfaction and operational performance.
• Experience in financial reporting, particularly Profit and Loss (P&L) analysis and reporting, will be an added advantage.

Job Types: Full-time, Contract

Contract length: 12 months

Pay: RM7, RM10,000.00 per month

Benefits:

• Free parking
• Health insurance
• Meal provided
• Professional development

Ability to commute/relocate:

• Kuala Kangsar : Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• What is your expected salary ?

Education:

• STM/STPM (Preferred)

Experience:

• Hotel management: 5 years (Preferred)

Work Location: In person