Senior Hotel Manager

D GATEWAY HOTEL SDN BHD; Semenyih; On-site; MYR 120,000 - 180,000; Full time

Job summary

D GATEWAY HOTEL SDN BHD seeks a Senior Hotel Manager to oversee overall hotel operations in Semenyih, Malaysia. You will lead Front Office, Housekeeping, Maintenance, Sales, and Administration to ensure top service standards and efficient operations.

You will drive revenue growth, manage budgets, monitor KPIs, and implement strategies that optimise occupancy and profitability while maintaining high guest satisfaction and safety standards.

Qualifications

• Bachelor's Degree or Diploma in Hospitality Management, Hotel Management, Business Administration, or a related field.
• 5–8 years of relevant experience in hotel or hospitality operations.
• 3–5 years in a managerial or senior management position.

Responsibilities

• Oversee and manage the day-to-day operations of the hotel and all departments.
• Ensure facilities, rooms, services, and operations meet required standards.
• Develop, implement and continuously improve SOPs for hotel operations.
• Monitor performance and identify areas for improvement; coordinate between departments.
• Lead and motivate hotel management and operational teams; plan manpower.
• Manage recruitment and staff development in collaboration with HR.
• Drive guest satisfaction and maintain high service standards.
• Monitor occupancy, room revenue, ADR, and profitability targets.
• Identify opportunities to increase occupancy and revenue; build corporate relations.

Skills

Leadership

People management

Decision-making

Communication

Crisis management

Analytical skills

Education

Bachelor's Degree or Diploma in Hospitality or related field

Tools

Microsoft Office

Hotel management systems

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

The Senior Hotel Manager is responsible for overseeing and managing the overall operations and performance of the hotel, ensuring excellent guest satisfaction, operational efficiency, revenue growth, cost control, and compliance with company standards and policies.

The Senior Hotel Manager will provide strong leadership to all hotel departments, develop and implement operational strategies, monitor business performance, and ensure the hotel delivers a high standard of service while achieving its financial and operational objectives.

Key Responsibilities1. Overall Hotel Operations

• Oversee and manage the day-to-day operations of the hotel and all relevant departments.
• Ensure all hotel facilities, rooms, services, and operations are maintained at the required standards.
• Develop, implement, and continuously improve hotel operational procedures and SOPs.
• Monitor operational performance and identify areas for improvement.
• Ensure effective coordination between Front Office, Housekeeping, Maintenance, Sales, Administration, and other relevant departments.
• Handle operational issues and make timely decisions to minimise disruption to the business.
• Lead, supervise, guide, and motivate the hotel management and operational teams.
• Ensure adequate manpower planning and deployment to support hotel operations.
• Conduct regular team meetings and operational briefings.
• Monitor employee performance, attendance, discipline, and productivity.
• Conduct performance evaluations and provide coaching and development opportunities.
• Work closely with Human Resources on recruitment, employee relations, disciplinary matters, training, and staff development.
• Promote a positive, professional, and performance-driven working environment.

3. Guest Experience & Service Excellence

• Ensure a high level of guest satisfaction and service quality at all times.
• Monitor guest feedback and online reviews across relevant booking and review platforms.
• Investigate and resolve guest complaints promptly and professionally.
• Implement corrective actions to address recurring service or operational issues.
• Ensure the hotel maintains positive ratings and reputation across online platforms.
• Monitor guest service standards and ensure employees provide professional and responsive service.
• Work towards achieving the hotel’s revenue, occupancy, sales, and profitability targets.
• Monitor room revenue, occupancy performance, average daily rate (ADR), and other relevant business indicators.
• Develop and implement strategies to increase room sales and maximise revenue.
• Work closely with the Sales and Business Development team to secure corporate, group, and other potential business opportunities.
• Monitor operational expenditure and ensure effective cost control.
• Prepare, manage, and monitor departmental budgets and expenditure.
• Ensure all expenses are properly justified and approved in accordance with company procedures.

5. Sales & Business Development

• Identify opportunities to increase hotel occupancy and revenue.
• Develop and maintain relationships with corporate clients, travel agents, online travel agencies, and other business partners.
• Support marketing and promotional activities to increase hotel visibility and bookings.
• Monitor market trends, competitors, pricing, and customer demand.
• Recommend appropriate strategies and initiatives to improve the hotel's business performance.

6. Reporting & Performance Monitoring

• Prepare and submit regular reports on hotel operational and business performance.
• Monitor and report on occupancy, revenue, sales, guest reviews, complaints, manpower, operational issues, and other relevant KPIs.
• Analyse hotel performance and recommend improvement plans where necessary.
• Present updates, issues, and recommendations to Group Management on a timely basis.
• Ensure all assigned KPIs and targets are achieved within the required timeframe.

7. Compliance, Safety & Company Policies

• Ensure hotel operations comply with all applicable laws, regulations, licences, and company policies.
• Ensure employees comply with established SOPs and service standards.
• Maintain high standards of cleanliness, safety, security, and operational compliance.
• Identify potential operational risks and implement appropriate corrective measures.
• Ensure company assets and resources are properly managed and protected.

8. Strategic Planning & Improvement

• Develop and implement strategies to improve hotel operations and business performance.
• Identify opportunities to increase efficiency, reduce unnecessary costs, and improve profitability.
• Support hotel expansion, renovation, new property openings, and other company projects when required.
• Continuously review existing operations and recommend improvements to management.

Key Performance Indicators (KPIs)

The Senior Hotel Manager's performance may be evaluated based on, but not limited to:

• Achievement of hotel revenue and sales targets.
• Occupancy rate and room revenue performance.
• Profitability and operational cost control.
• Guest satisfaction and complaint resolution.
• Online review ratings and guest feedback across booking and review platforms.
• Achievement of departmental and individual KPIs.
• Operational efficiency and service quality.
• Staff performance, productivity, and retention.
• Achievement of budget and expenditure targets.
• Growth of corporate and business opportunities.
• Compliance with SOPs, company policies, and regulatory requirements.

Job RequirementsEducation & Experience

• Bachelor's Degree or Diploma in Hospitality Management, Hotel Management, Business Administration, or a related field.
• Minimum 5–8 years of relevant experience in hotel or hospitality operations.
• At least 3–5 years of experience in a managerial or senior management position.
• Experience managing overall hotel operations and multiple departments is preferred.

Knowledge & Skills

• Strong knowledge of hotel operations and hospitality management.
• Strong leadership, people management, and decision-making skills.
• Good understanding of hotel revenue, occupancy, budgeting, and cost control.
• Experience in managing guest satisfaction and online reputation.
• Strong problem-solving and crisis management skills.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Strong business acumen and analytical skills.
• Proficient in Microsoft Office and relevant hotel management systems.
• Good command of written and spoken English and Bahasa Malaysia. Additional languages will be an advantage.

Other Requirements

• Must be willing to work beyond normal working hours when operationally required.
• Must be available to respond to urgent hotel operational matters.
• Must be willing to travel between company hotels or properties when required.
• Must demonstrate strong integrity, professionalism, accountability, and leadership.