Hotel Manager

Company:

PPGO Papago Sdn Bhd

Opportunities are endless and there's always something new to explore and learn with every step of your journey at Genting Group

KEY RESPONSIBILITIES

 

1. Overall Hotel Operations

• Provide overall leadership and direction for the day-to-day operations of the hotel/resort.
• Oversee key operational functions including Front Office, Housekeeping, Food & Beverage, Engineering/Maintenance and other guest-facing operations.
• Ensure consistent delivery of service standards and an exceptional guest experience.
• Drive operational efficiency while maintaining quality, safety and service standards.
• Ensure the hotel is well prepared for peak periods, events, VIP guests and other operational demands.

 

2. Business & Financial Performance

• Drive the hotel's overall financial and commercial performance in line with business objectives.
• Develop and manage annual operating budgets, forecasts and operational plans.
• Monitor key performance indicators.
• Identify opportunities to improve revenue, productivity, cost efficiency and profitability.
• Work closely with Finance, Sales & Marketing and other relevant functions to optimise business performance.

 

3. Guest Experience & Service Excellence

• Champion a strong customer-centric culture across the hotel.
• Monitor guest feedback, satisfaction scores and service recovery initiatives.
• Identify recurring service issues and implement sustainable improvements.
• Ensure service standards are consistently maintained across all guest touchpoints.
• Personally engage with key guests and manage critical guest situations when required.

 

4. Leadership & People Management

• Lead, motivate and develop a diverse team of hotel employees.
• Establish clear performance expectations and promote accountability across departments.
• Coach and mentor department heads and senior leaders.
• Develop succession plans and build a strong internal talent pipeline.
• Foster a positive, collaborative and service-oriented workplace culture.
• Work closely with Human Resources on manpower planning, talent development, employee engagement and performance management.

 

5. Compliance, Risk & Governance

• Ensure compliance with all applicable laws, regulations, licensing requirements and company policies.
• Maintain high standards of occupational safety, food safety, security and hotel hygiene.
• Ensure appropriate risk management and business continuity measures are in place.
• Work with relevant internal and external stakeholders on regulatory and operational matters.

 

6. Stakeholder & Cross-Functional Management

• Collaborate with corporate and business functions to align hotel operations with overall organisational objectives.
• Represent the hotel at meetings, industry events, business engagements and other relevant forums.
• Develop and maintain strong relationships with key business partners, suppliers, government agencies and other external stakeholders.
• Work collaboratively across departments to ensure seamless delivery of hotel services.

 

7. Continuous Improvement

• Analyse operational trends and performance data to identify opportunities for improvement.
• Lead initiatives to improve productivity, service quality, guest satisfaction and cost effectiveness.
• Keep abreast of developments and best practices in the hospitality industry.
• Support the adoption of appropriate hotel technology and digital solutions to enhance operational effectiveness and guest experience.

 

 

JOB REQUIREMENTS

 

Must-Have Requirements

• Degree or Diploma in Hotel Management, Hospitality Management, Business Administration or a related discipline.
• Minimum 8–10 years of progressive experience in hotel/hospitality operations.
• At least 3 years' experience in a senior hotel operations leadership position
• Strong hands-on knowledge of:
  • Front Office
  • Housekeeping
  • Food & Beverage
  • Engineering/Maintenance
  • Guest Relations
  • Hotel operations and service standards.
• Proven experience in people leadership and managing large, diverse teams.
• Strong commercial and financial acumen, including experience with budgeting, forecasting, cost control and operational performance management.
• Demonstrated ability to improve guest satisfaction, operational efficiency and financial performance.
• Strong decision-making, problem-solving and crisis management capabilities.
• Excellent communication, interpersonal and stakeholder management skills.
• Strong command of English and Bahasa Malaysia, both written and spoken.
• Willingness to be based in the hotel's location and work within a 24/7 hospitality environment.

 

Preferred Requirements

• Experience managing a large-scale hotel, resort or integrated resort.
• Experience in a 4-star or 5-star hospitality environment.
• Experience managing a resort, leisure destination, island/beach property or other destination hotel.
• Exposure to hotels with multiple F&B outlets, events, recreation or other ancillary facilities.
• Experience managing operations during high occupancy, peak seasons and major events.
• Strong knowledge of hospitality technology.
• Experience in driving service transformation, operational improvement or hotel repositioning initiatives.
• International or regional hospitality experience would be an advantage.