Hotel Manager

Hotel Seri Malaysia Signature; Penang; On-site; MYR 120,000 - 180,000; Full time

Job summary

Hotel Seri Malaysia Signature in Penang seeks an experienced Hotel Manager to lead daily hotel operations and drive guest satisfaction, revenue, and cost control. You will manage Front Office, Housekeeping, Maintenance and F&B, ensuring SOPs and standards are followed while coaching department heads and staff.

The role requires strong leadership, 5 years of hotel operations experience, and at least 2–3 years in a senior management position.

Qualifications

• Diploma or Degree in Hospitality Management or related field is preferred.
• Minimum 5 years of hotel operations experience.
• At least 2–3 years in a Hotel Manager or senior hotel leadership role.
• Strong leadership and staff management skills.
• Good understanding of hotel revenue, cost control and KPIs.

Responsibilities

• Oversee daily hotel operations including Front Office, Housekeeping, Maintenance and F&B.
• Ensure SOPs and company standards are followed consistently.
• Monitor occupancy, room rates, RevPAR and overall profitability.
• Lead staff management, scheduling and training.
• Manage budget, manpower costs, and procurement.
• Address guest complaints professionally and protect the hotel’s reputation.
• Maintain property condition and safety compliance.
• Prepare regular operational and performance reports for Group Management.

Skills

Leadership

Operations management

Budgeting

Guest service

Problem solving

Staff supervision

English language

Bahasa Malaysia

Education

Diploma or Degree in Hospitality Management

Tools

PMS

OTA platforms

Microsoft Excel

Job description

We are looking for an experienced and hands-on Hotel Manager to lead the daily operations of our hotel in Penang.

The successful candidate will be responsible for overall hotel performance, including guest satisfaction, revenue, cost control, staff management, property condition and operational standards.

This role is suitable for someone who is comfortable being actively involved in operations, solving problems on the ground and leading the team by example.

Key Responsibilities

Hotel Operations

Oversee the overall daily operation of the hotel.

Ensure Front Office, Housekeeping, Maintenance, Security, F&B and other operational areas run smoothly.

Conduct regular hotel inspections covering guest rooms, public areas, facilities and back-of-house areas.

Ensure operational SOPs and company standards are followed consistently.

Respond quickly to operational issues, emergencies and major guest complaints.

Guest Experience

Maintain high standards of guest service and hospitality.

Monitor guest reviews on platforms such as Google, Agoda, Booking.com and other OTAs.

Investigate recurring complaints and implement corrective actions.

Handle serious guest complaints professionally and protect the hotel’s reputation.

Revenue & Business Performance

Monitor occupancy, room rates, RevPAR and hotel revenue performance.

Work with the management team to improve room revenue and overall hotel profitability.

Monitor local market conditions, competitors, events and demand patterns.

Identify opportunities to increase room, F&B, function and other hotel revenue where applicable.

Cost & Profitability Control

Manage departmental expenses and control unnecessary operating costs.

Monitor manpower costs, overtime, utilities, maintenance expenses and purchasing.

Review monthly hotel performance and identify areas for improvement.

Maintain appropriate inventory and control wastage, losses and unnecessary purchases.

Staff Management

Lead, supervise and motivate hotel department heads and operational staff.

Ensure proper manpower planning and staff scheduling.

Monitor staff attendance, discipline, productivity and performance.

Conduct regular operational briefings and management meetings.

Coach and develop supervisors and department heads.

Work with HR on recruitment, disciplinary matters, performance management and staff development.

Property & Maintenance

Ensure hotel rooms, equipment and facilities are maintained in good condition.

Monitor preventive maintenance programmes.

Follow up closely with the maintenance team and contractors on outstanding defects.

Identify maintenance issues that could affect guest experience, safety or revenue.

Safety & Compliance

Ensure compliance with company policies and applicable Malaysian hotel, safety and regulatory requirements.

Maintain proper emergency, fire safety, security and incident reporting procedures.

Ensure staff understand emergency response procedures.

Immediately elevate major safety, legal or operational risks to management.

Reporting & Management

Submit regular operational and performance reports to Group Management.

Monitor key hotel KPIs and implement improvement plans.

Participate in group-wide operational improvement and standardisation initiatives.

Carry out other management responsibilities assigned by Group Management.

Requirements

Diploma or Degree in Hospitality Management, Hotel Management, Business Administration or related field is preferred.

Minimum 5 years of hotel operations experience, with at least 2–3 years in a Hotel Manager, Operations Manager, Resident Manager or senior hotel leadership role.

Strong practical experience in hotel operations, particularly Front Office, Housekeeping and general hotel management.

Experience managing a budget to mid-scale hotel will be an advantage.

Strong leadership and staff management skills.

Good understanding of hotel revenue, cost control and operational KPIs.

Able to handle guest complaints, staff issues and operational problems independently.

Strong problem-solving ability and attention to detail.

Comfortable using hotel PMS, OTA platforms, Microsoft Excel and operational reporting systems.

Able to communicate effectively in English and Bahasa Malaysia. Mandarin or other languages will be an advantage.

Must be willing to work according to hotel operational requirements, including weekends or public holidays when necessary.

Candidates must be willing to be based in Penang.

What We Are Looking For

We are particularly interested in candidates who:

Are hands-on and willing to walk the property regularly.

Take ownership instead of waiting for instructions.

Can improve both guest satisfaction and profitability.

Are strong in staff management and operational discipline.

Can identify problems early and follow through until they are resolved.

Understand that hotel management involves both guest service and strong cost control.

Can work effectively with Group Management and support company-wide hotel standardisation.

Key Performance Areas

Performance will be assessed based on areas including:

Hotel revenue and occupancy performance

GOP / operating profitability

Guest satisfaction and online review scores

Staff productivity and manpower cost

Hotel cleanliness and room condition

Maintenance and defect control

Cost and inventory management

Staff turnover and attendance

Compliance with company SOPs and audit standards