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Job Summary
Key Responsibilities • Oversee daily operations across Front Office, Housekeeping, Food & Beverage, and support departments, ensuring consistent service standards • Lead, coach, and develop department heads and frontline staff to build a high-performing, guest-focused team • Monitor and manage occupancy, revenue, and cost targets in line with budget, working closely with the General Manager on financial performance • Ensure compliance with health, safety, hygiene, and licensing regulations across the property • Handle guest feedback and service recovery, resolving escalated complaints promptly and professionally • Drive service quality through regular audits, training initiatives, and performance reviews • Manage rostering, staffing levels, and labour cost control across departments • Maintain strong supplier and vendor relationships to support smooth day-to-day operations • Support recruitment, onboarding, and ongoing development of hotel staff • Report regularly on operational performance, guest satisfaction metrics, and departmental KPIs • Lead change initiatives and communicate updates clearly across teams during periods of transition or growth Requirements • Minimum 3–5 years' experience in a hotel management or senior hospitality operations role • Proven track record managing multi-departmental teams in a hotel, resort, or lodge environment • Strong understanding of hotel operations, including front office systems, F&B service, and housekeeping standards • Demonstrated ability to manage budgets, rosters, and cost controls • Relevant qualification in Hospitality Management, Business Administration, or a related field (or equivalent experience) • Excellent leadership, communication, and conflict-resolution skills • Ability to remain calm and solutions-focused under pressure • Proficiency with hotel property management systems (PMS) and standard office software • Willingness to work flexible hours, including weekends and public holidays, as operationally required Key Competencies • Guest-centric mindset with strong service recovery instincts • Hands-on leadership style — comfortable on the floor, not just behind a desk • Strong organisational and prioritisation skills • Ability to build trust and accountability across diverse teams • Commercial awareness balanced with operational empathy
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