Manager/Assistant Manager - Hotel Operation

Responsibilities

As a Manager/Assistant Manager - Hotel Operation, you are responsible for overseeing and managing properties undertaken by the company. This role involves a variety of tasks to ensure that the properties are well-maintained, guests have a positive experience, and the properties remain profitable.

Property Management

• Maintenance and Repairs: Coordinating regular maintenance and addressing any repair needs promptly to keep the property in top condition.
• Cleaning: Scheduling and overseeing cleaning services between guest stays to ensure the property is always guest-ready.
• Inventory Management: Ensuring the property is stocked with necessary supplies such as toiletries, kitchen essentials, and other amenities.

Guest Relations

• Communication: Managing all communications with guests, including responding to inquiries, providing check-in instructions, and addressing any issues during their stay.
• Check-In/Check-Out: Facilitating smooth check-ins and check-outs, sometimes involving key exchanges or digital lock setups.
• Hospitality Services: Enhancing guest experience by offering personalized services such as local recommendations or arranging additional services like airport transfers.

Marketing, Guest Satisfaction and Reviews

• Market Strategy, Engage Additional Service Providers & Encourage Return Guests: Utilizing various marketing channels and promotions to increase property visibility and booking rates.
• Listing Creation and Optimization: Writing and updating property descriptions, taking professional photos, and setting competitive pricing strategies.
• Review Management: Monitoring and responding to guest reviews to maintain a high rating and positive reputation.

Financial Management, Technology and Systems Management

• Financial Reporting & Payment Processing: Keeping detailed records of income and expenses, preparing financial reports, and ensuring profitability. Handling guest payments, security deposits, and refunds.
• Reservation Systems & Automation Tools: Using property management software to manage bookings, availability, and guest communications. Implementing tools for automating tasks such as messaging, pricing adjustments, and review requests.

Compliance and Regulations

• Permits, Licenses and Legal Requirements: Obtaining and maintaining necessary permits and licenses for operating a short-term rental. Ensuring the property complies with local laws and regulations, including zoning laws, health and safety standards, and tax obligations.

Human Resource and Standard Operating Procedures

• Staff Arrangement, Hiring and Training: Ensure there are sufficient building employees and laborers with the necessary skill, knowledge, and ability to run the building accommodation as required by the company.

Crisis Management

• Emergency Handling & Conflict Resolution: Being prepared to handle emergencies such as property damage, guest disputes, or urgent maintenance issues. Managing any conflicts or complaints from guests or neighbors effectively and professionally.

Operational Guide Books SOPs And Other Tasks When Required

• Other Tasks: Any other task as required by the company to perform, including tasks that may differ from your current job position, scope or responsibilities.
• Operational SOPs Guide Book: To perform all SOPs and Operational works and targets mentioned in the Operational SOPs guidebook.

• Strong communication and interpersonal skills, with the ability to interact professionally with guests and colleagues.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Excellent problem-solving skills and attention to detail.
• Knowledge of Microsoft Office Suite (Word, Excel, PowerPoint).
• Basic understanding of hotel management software (PMS) is a plus.
• Flexibility and willingness to work various shifts, including weekends and holidays, depending on the operation's schedule.
• Previous internship or work experience in the hospitality industry is a plus.
• A passion for customer service and improving guest experiences.
• Friendly, approachable, and proactive attitude.