Responsibilities

• Oversee daily hotel operations, including front office, kitchen, housekeeping, and service areas.
• Coordinate activities across departments to ensure smooth and efficient operations.
• Monitor service delivery and maintain high standards of customer satisfaction.
• Receive, resolve, and follow up on customer complaints professionally and promptly.
• Supervise, guide, and support hotel employees in their daily duties.
• Prepare staff schedules, allocate duties, and effectively manage shifts.
• Conduct daily staff briefings and communicate operational priorities.
• Enforce discipline, punctuality, professionalism, and accountability across the hotel.
• Monitor employee performance against agreed targets and standards.
• Identify performance gaps and implement appropriate corrective measures.
• Coach, train, and mentor staff to improve productivity and service delivery.
• Promote teamwork, professionalism, and a positive workplace culture.
• Address staff conflicts and support effective resolution of workplace issues.
• Monitor staff morale and encourage a collaborative working environment.
• Monitor daily sales, expenses, cash handling, and operational accountability.
• Ensure proper cash management and reconciliation procedures are followed.
• Oversee stock levels, purchasing, ordering, and inventory management.
• Monitor food, beverage, housekeeping, and operational supplies to minimize wastage.
• Identify and prevent unnecessary losses, pilferage, and operational inefficiencies.
• Ensure compliance with health, safety, hygiene, and food-handling requirements.
• Ensure all employees adhere to company policies, procedures, and service standards.
• Maintain accurate operational records, staff documentation, and daily reports.
• Prepare and submit regular operational updates to the Business Owner / Director.
• Monitor guest feedback and recommend improvements to hotel operations.
• Support implementation of initiatives aimed at improving revenue, service quality, and operational efficiency.
• Ensure the hotel environment remains clean, organized, safe, and welcoming to guests.
• Support recruitment, onboarding, and training of new employees when required.
• Coordinate with suppliers, service providers, and other external stakeholders as necessary.
• Work flexible hours, including weekends and public holidays, based on operational requirements.
• Perform any other duties reasonably assigned by the Business Owner / Director.

Skills & Requirements

• Diploma or Degree in Hospitality Management or related field.
• Minimum two (2) years' experience in a supervisory role within a hotel, restaurant, or hospitality environment.
• Valid Health Certificate.
• Demonstrated experience supervising and managing hospitality teams.
• Strong understanding of hotel operations and customer service standards.
• Basic financial management, cash handling, and reporting skills.
• Good understanding of stock control and inventory management.
• Strong communication and interpersonal skills.
• Excellent problem-solving and decision-making abilities.
• Strong organizational and multitasking skills.
• High level of integrity, accountability, and professionalism.
• Ability to work flexible hours, including weekends and public holidays.

Leadership & Decision-Making

• Team Management
• Customer Service Excellence
• Conflict Resolution
• Operational Management
• Staff Performance Management
• Stock & Inventory Control
• Cash Accountability
• Problem Solving
• Communication Skills
• Organization & Planning
• Integrity & Accountability
• Teamwork & Collaboration