Hospitality Manager

Job Description

• The Manager is responsible for the overall management, commercial performance and guest experience at The CharlesGate Residence.
• The Manager operates the property as a premium hospitality business, ensuring that every aspect of the guest journey, from reservation and pre-arrival communication through check-in, dining, housekeeping, maintenance and departure, reflects the luxury positioning of the Residence.
• The role carries direct responsibility for revenue and occupancy; guest satisfaction and retention; reservations and sales; housekeeping and property presentation; food and beverage service; maintenance and asset protection; staff management; inventory and procurement; financial and operational controls; marketing and corporate account development; and management reporting.
• The Manager works through all departmental teams, and reports on the performance of the Residence to the Chief Executive Officer / Managing Director.

Key Responsibilities

Revenue, Occupancy and Commercial Performance:

• Take ownership of the commercial performance of the Residence.
• Drive apartment occupancy and revenue.
• Develop strategies to increase weekday and weekend bookings.
• Manage room rates based on demand, seasonality, events and length of stay.
• Monitor competitor pricing within the premium Port Harcourt short-let and hospitality market.
• Maximise revenue from accommodation, food, beverages, laundry, airport transfers, private dining and other ancillary services.
• Develop repeat-business programmes.
• Build relationships with companies requiring accommodation for executives, consultants and visiting personnel.
• Develop partnerships with travel agents, relocation companies, event planners and corporate organisations.
• Ensure all major booking platforms are properly managed.
• Minimise vacant inventory.

Guest Experience and Service Excellence:

• Act as the primary custodian of the guest experience at The Residence.
• Ensure guests receive prompt and professional pre-arrival communication.
• Personally oversee VIP and corporate guest arrangements.
• Ensure seamless check-in and check-out.
• Anticipate guest needs rather than simply responding to complaints.
• Maintain an updated guest preference database.
• Ensure special occasions, including birthdays, anniversaries and celebrations, are recognised appropriately.
• Follow up with guests after departure and encourage satisfied guests to provide reviews.
• Resolve complaints professionally and promptly.
• Develop thoughtful, personalised touches that differentiate The Residence from conventional short-let apartments.
• Ensure no guest needs to repeatedly follow up for a reasonable request.

Housekeeping and Property Presentation:

• Ensure the Residence maintains luxury hospitality standards in all apartments, studios, common areas and outdoor spaces.
• Set and enforce housekeeping standards, checklists and turnaround times between guest stays.
• Conduct regular personal inspections of apartments and public areas, and ensure supervisors do the same.
• Ensure linen, towels, toiletries and guest amenities are consistently of the approved quality and standard.
• Oversee laundry operations and ensure timely, quality service to guests.
• Ensure the property is always presentable for guests, VIP visits, corporate site visits and marketing content.

Food and Beverage Service:

• Oversee all food and beverage operations, including breakfast, in-apartment dining, private dining and special catering.
• Ensure food quality, presentation, portion control and hygiene meet the required standards.
• Review menus periodically to reflect guest preferences, cost and availability of supplies.
• Monitor food and beverage costs, wastage and margins.
• Ensure compliance with food safety and hygiene regulations.

Maintenance and Asset Protection:

• Protect the owner's assets by ensuring the building, furniture, fittings, equipment and utilities are properly maintained.
• Implement a planned preventive maintenance schedule and ensure faults are logged, prioritised and resolved promptly.
• Ensure power, water, air-conditioning, security and other critical systems remain reliable, including backup arrangements.
• Manage external contractors and service providers, and verify the quality and cost of their work.
• Maintain an up-to-date asset register and ensure proper usage and safeguarding of company assets.

Staff Management and Supervision:

• Lead, motivate and develop the Residence team, working through the departmental supervisors.
• Recruit, onboard and train staff, and ensure adherence to company policies, procedures and service standards. Approve duty rosters and ensure adequate staffing at all times.
• Monitor attendance, performance and productivity, and conduct regular performance appraisals.
• Apply discipline and reward performance fairly and in line with company policy.
• Foster a culture of teamwork, integrity, accountability and hospitality.

Reservations and Sales:

• Oversee reservations, ensuring enquiries are responded to promptly and converted into bookings.
• Ensure availability, rates and booking information are accurate across all channels.
• Ensure accurate guest registration, booking confirmation and payment documentation.
• Monitor booking sources and drive growth in direct bookings.
• Manage corporate contracts, negotiated rates and long-stay arrangements.

Inventory and Procurement:

• Ensure inventory levels for housekeeping supplies, guest amenities, food and beverage items and operational materials are properly managed.
• Ensure accurate inventory records and periodic stock counts.
• Approve and coordinate procurement, ensuring cost-effective purchasing from reliable suppliers.
• Negotiate with suppliers and periodically review supplier performance and pricing.
• Ensure proper usage and safeguarding of stock and supplies.

Financial and Operational Controls:

• Prepare, implement and manage the annual budget for the Residence, and control expenditure within approved limits.
• Ensure daily sales reconciliation of bookings, payments and cash received through all channels.
• Ensure strong cash-handling, documentation and approval controls are in place and followed.
• Investigate discrepancies and escalate financial irregularities to the Chief Executive Officer / Managing Director.
• Monitor operating costs, margins and profitability, and take corrective action where necessary.
• Ensure compliance with company policies, statutory requirements, safety, hygiene and regulatory standards applicable to hospitality operations.
• Support internal audit processes and maintain proper documentation of operational and financial activities.

Marketing and Corporate Account Development:

• Lead marketing initiatives aimed at increasing occupancy, direct bookings and revenue.
• Work closely with the Social Media and Marketing team to provide property content, promotions and updates.
• Facilitate content creation within the property, including photos, videos and promotional features.
• Identify, pitch to and manage corporate accounts, including oil and gas, engineering, consulting and other companies with visiting personnel.
• Track market trends, guest feedback and competitor activity to support marketing strategy.
• Encourage guest engagement and reviews on booking platforms and social media channels.

Management Reporting:

• Submit weekly and monthly management reports covering occupancy, revenue, average daily rate, cost, guest feedback, maintenance and staffing.
• Present performance against budget and targets, with analysis, risks and recommended actions.
• Escalate significant guest, safety, security, financial or operational issues promptly to the Chief Executive Officer / Managing Director.
• Provide daily sales reports and ensure reconciliations are accurate and timely.

Others:

• Ensure that HSE policies and procedures are strictly adhered to by you and all supervisees in the company.
• Be responsible for your safety and the safety of your colleagues.
• Perform any other duties assigned by the Chief Executive Officer / Managing Director.

Qualifications

• Bachelor's Degree in Hospitality Management, Business Administration or a related field.
• A professional hospitality qualification is an added advantage.
• Minimum of 5 years' experience in hospitality operations, hotel or serviced apartment management, including at least 2 years in a management role.
• Proven track record in revenue and occupancy management, cost control and budgeting.
• Strong knowledge of sales reconciliation, financial reporting, inventory management and procurement.
• Demonstrated experience in staff leadership, guest relations and corporate account development.
• Excellent communication, negotiation and interpersonal skills.
• Proficiency in property management and booking systems and Microsoft Office.