Hotel Manager

What's the job?

The Hotel Manager is responsible for the overall operational performance and service delivery of the hotel, ensuring that all guest facing and operational departments work together effectively to deliver a consistent, high quality guest experience in line with voco and IHG standards.

The role provides strategic and operational leadership across Front Office, Housekeeping, Food & Beverage, Culinary, Banquets, Security, Recreation and other operational functions as assigned. The Director of Operations works closely with the General Manager and Heads of Department to drive guest satisfaction, colleague engagement, operational efficiency, revenue performance, brand compliance, cost control and local regulations compliance.

The position acts as a key member of the hotel leadership team and deputizes for the General Manager when required.

Your day to day

Hotel Operations & Leadership

• Lead and oversee the day to day operations of the hotel to ensure smooth, efficient and effective service delivery
• Provide direction, guidance and support to operational Heads of Department and their teams
• Ensure all departments operate in accordance with approved policies, procedures, standards and operating plans
• Establish clear operational priorities and ensure effective coordination between departments
• Conduct regular operational reviews and identify opportunities for improvement
• Monitor hotel operations, identify service gaps and implement appropriate corrective actions
• Ensure operational decisions are aligned with the hotel's business objectives and strategic direction
• Deputize for the General Manager during periods of absence or as assigned
• Participate actively in Executive Committee meetings and hotel leadership initiatives
• Support the General Manager in the development and implementation of the hotel's annual business plan and strategic priorities

Guest Experience & Service Excellence

• Drive a strong guest centric culture across all operational departments
• Monitor guest satisfaction, online reviews, guest feedback and service recovery trends, and work with the Hotel Champion to analyse guest trends
• Ensure guest complaints and service issues are handled promptly, professionally and effectively
• Personally follow up on significant guest complaints, VIP concerns and service recovery cases
• Identify recurring guest experience issues and work with relevant departments to implement sustainable solutions
• Ensure guest preferences and relevant guest information are communicated and acted upon
• Champion voco's distinctive guest experience and IHG's True Hospitality philosophy
• Maintain visible leadership presence throughout the hotel, particularly during peak operating periods and major events
• Ensure consistent delivery of brand standards throughout the guest journey

Rooms Division & Front Office Operations

• Oversee the effective operation of Front Office, Housekeeping, Recreation and related Rooms Division functions
• Monitor room readiness, room cleanliness, public areas and overall hotel presentation
• Ensure effective coordination between Front Office, Housekeeping, Engineering and other relevant departments
• Monitor room inventory, room status and operational constraints that may impact guest experience
• Support effective management of VIPs, groups, long stay guests and special occasions
• Ensure appropriate procedures are followed for guest arrivals, departures, room moves, complaints and service recovery
• Review operational performance and identify opportunities to improve productivity and service delivery

Food & Beverage, Culinary & Banquet Operations

• Provide operational leadership and coordination across Food & Beverage, Culinary and Banquet operations
• Ensure restaurants, bars, banquet facilities and other F&B operations consistently meet service, quality, hygiene and brand standards
• Monitor F&B service quality, guest feedback, productivity, operating costs and overall departmental performance
• Work closely with the Executive Chef and F&B leadership to ensure effective coordination between service and culinary operations
• Oversee operational readiness for conferences, weddings, meetings, banquets and large scale events
• Ensure event requirements are properly communicated and coordinated between Sales, Banquets, Culinary and other relevant departments
• Identify opportunities to improve F&B guest experience, revenue generation and operational and cost efficiency
• Monitor food safety, hygiene and sanitation standards in partnership with the Executive Chef and relevant departments

Commercial & Financial Performance

• Support the General Manager in achieving the hotel's financial and operational targets
• Review departmental budgets, forecasts and operating results with relevant Heads of Department
• Monitor departmental expenses, payroll, productivity and controllable costs
• Identify opportunities for cost savings without compromising guest experience or quality
• Ensure appropriate manpower planning and productivity measures are implemented
• Work closely with Finance and Department Heads to address variances and improve financial performance
• Support revenue generating initiatives across Rooms, F&B, Banquets, Recreational and other operational areas
• Ensure operational decisions are commercially sound and aligned with the hotel's business objectives

Colleague Leadership & Talent Development

• Provide strong leadership, coaching and direction to operational teams
• Promote a positive, respectful and inclusive working environment
• Work with Human Resources and Heads of Department to maintain appropriate staffing levels and talent pipelines
• Support recruitment, onboarding, performance management, succession planning and talent development
• Identify high potential colleagues and provide opportunities for development and career progression
• Ensure operational colleagues receive appropriate training and coaching to meet service and brand standards
• Promote colleague engagement, recognition and retention initiatives, and ensure colleague welfare initiatives are monitored for consistency
• Address performance and behavioural issues promptly and fairly in accordance with hotel policies
• Lead by example and consistently demonstrate IHG's values and True Hospitality behaviours
• Ensure team and colleague reviews are accurate, on time, and that strength and development areas are reviewed

Standards, Compliance & Risk Management

• Ensure compliance with IHG, voco and hotel policies, standards and operating procedures
• Maintain high standards of health, safety, hygiene and security across hotel operations
• Ensure compliance with applicable Malaysian and Sarawak laws, regulations and local authority requirements, and Brand Safety Standard with Engineering and Security
• Support the implementation and monitoring of Fire, Life & Safety requirements
• Ensure operational departments maintain appropriate licences, permits, records and compliance documentation
• Support internal, brand and external audits and ensure findings are addressed within agreed timelines
• Monitor operational risks and implement appropriate preventive and corrective measures
• Ensure incidents, accidents and significant operational issues are properly reported, investigated and followed up
• Promote responsible environmental and sustainability practices throughout hotel operations

Operational Planning & Continuous Improvement

• Develop and implement operational action plans based on business performance, guest feedback and audit results
• Review operational processes regularly and identify opportunities to improve efficiency and service quality
• Lead cross functional initiatives and projects that improve hotel performance
• Ensure agreed action plans are followed through and completed within established timelines
• Encourage innovation and practical solutions to operational challenges
• Monitor industry and hospitality trends and identify relevant opportunities for the hotel
• Ensure operational changes are effectively communicated and implemented across departments

Communication & Interdepartmental Coordination

• Maintain effective communication between operational departments and the Executive Committee
• Conduct or participate in daily operational briefings, leadership meetings and business reviews
• Ensure important operational information is communicated promptly to relevant stakeholders
• Work closely with Sales & Marketing, Finance, Human Resources, Engineering, Security and other support departments
• Establish strong working relationships with hotel owners, IHG representatives, suppliers, business partners and other stakeholders when required
• Ensure operational priorities are clearly understood and aligned across departments

Emergency & Business Continuity

• Act as a senior operational leader during emergencies, major incidents and business disruptions
• Ensure appropriate emergency response procedures are followed
• Coordinate with relevant departments and authorities during operational emergencies when required
• Support business continuity planning and emergency preparedness
• Ensure operational teams are familiar with relevant emergency procedures and responsibilities

Accountabilities

Number of employees supervised:

• Direct: Heads of Department / Departmental Leaders within Operations
• Indirect: All operational colleagues

Annual Operating Profit/Payroll Budget: As assigned / hotel budget

Key Metrics:

• Overall guest satisfaction and guest feedback scores
• IHG / voco brand standards compliance
• Online reputation and guest review performance
• Rooms Division operational performance
• F&B and Banquet operational performance and cost management
• Engineering operational compliance and utilities control and monitoring
• Security compliance and risk assessment
• GOP / departmental financial performance
• Payroll and productivity
• Cost control and operational efficiency
• Colleague engagement and retention
• Audit and compliance performance
• Service recovery effectiveness
• Operational action plan completion
• Health, safety and risk management compliance

Decision Making Responsibilities (Decision Rights):

• Makes operational decisions within delegated authority and approved hotel policies
• Determines operational priorities and coordinates cross functional resources as required
• Authorizes appropriate service recovery within approved limits
• Escalates significant financial, operational, legal, safety, security or reputational matters to the General Manager
• Makes recommendations to the General Manager regarding operational structure, manpower, service standards, cost control and business improvement

What we need from you

Qualifications

• Bachelor's degree or Diploma in Hospitality Management, Hotel Management, Business Administration or a related field preferred
• Relevant professional hospitality qualifications would be an advantage

Experience

• Significant experience in hotel operations, preferably in an upscale, luxury or international hotel environment
• Proven experience in a senior operational leadership role with responsibility across multiple hotel departments
• Strong experience in Rooms Division, Food & Beverage and/or overall hotel operations
• Experience in pre opening, hotel opening or turnaround environments would be an advantage

Required Skills

• Strong leadership, decision making and problem solving abilities
• Excellent communication and interpersonal skills
• Strong commercial and financial understanding
• Ability to manage multiple priorities in a fast paced hotel environment
• Strong knowledge of hotel operations, service standards and guest experience
• Excellent organizational and planning skills
• Ability to analyse operational and financial data and translate findings into practical actions
• Strong coaching, mentoring and people development skills
• Ability to build effective relationships across all levels of the organization
• Strong knowledge of health, safety, hygiene and hotel compliance requirements
• High level of integrity, professionalism and confidentiality
• Proficient in relevant hotel systems and Microsoft Office applications

How do I deliver this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It's what connects every colleague in all IHG Hotels & Resorts hotels.

Each IHG hotel brand delivers True Hospitality in its own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you to help and support them during their stay
• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
• True Responsiveness: providing guests with what they need, and doing so in a timely and caring manner