Job Purpose
To provide overall leadership and direction for the hotel, ensuring operational efficiency, excellent guest satisfaction, employee productivity, regulatory compliance, and profitability.
Key Duties and Responsibilities
1. Strategic Leadership: Develop and implement business plans, operational objectives, and strategies aligned with ownership or Group Management goals.
2. Financial Management: Prepare and manage budgets, monitor revenue and expenses, control costs, improve profitability, and ensure financial targets are achieved.
3. Revenue Generation: Oversee sales, marketing, pricing, occupancy, room revenue, food and beverage revenue, and other business development activities.
4. Hotel Operations: Supervise all departments, ensure compliance with Standard Operating Procedures (SOPs), and maintain efficient daily operations.
5. Guest Experience: Ensure excellent service delivery, resolve major guest complaints, monitor guest feedback, and maintain high service standards.
6. Human Resources: Lead and evaluate HODs, ensure effective staffing and training, promote employee engagement, and enforce discipline in collaboration with HR.
7. Quality Assurance: Conduct regular inspections, monitor service standards, address audit findings, and drive continuous operational improvement.
8. Health, Safety and Security: Ensure the safety of guests and employees, emergency preparedness, security compliance, and effective risk management.
9. Asset and Facility Management: Ensure proper maintenance of hotel facilities, equipment, and assets, including effective energy and resource management.
10. Procurement and Inventory Control: Ensure compliance with procurement procedures, effective stock control, prevention of wastage, and accountability for hotel resources.
11. Compliance and Internal Controls: Ensure adherence to applicable laws, company policies, financial controls, licences, and regulatory requirements.
12. Leadership and Communication: Chair management meetings, coordinate departmental activities, resolve operational conflicts, and promote teamwork and accountability.
13. Performance Monitoring and Reporting: Review departmental KPIs, daily operational reports, and monthly financial results; submit timely reports to ownership or Group Management.
Key Performance Indicators (KPIs)
• Revenue and profitability against budget.
• Occupancy, ADR, and RevPAR performance.
• Guest satisfaction and complaint resolution.
• Payroll and operational cost control.
• Employee turnover and productivity.
• Quality audit and SOP compliance scores.
• Maintenance, safety, and regulatory compliance.