The Hotel Manager is responsible for overseeing the day-to-day operations of the hotel and ensuring all departments operate efficiently, profitably, and in line with brand standards. This role supports the General Manager in driving operational excellence, guest satisfaction, financial performance, talent development, and strategic execution.
The Hotel Manager acts as the key operational leader of the property, ensuring a seamless guest experience while maximizing revenue opportunities and maintaining service excellence consistent with Accor and Pullman brand expectations.
1. Operational Leadership
- Oversee daily hotel operations across Rooms Division, Food & Beverage, Culinary, Engineering, Security, and other operating departments.
- Ensure all departments deliver service standards aligned with Pullman brand expectations.
- Drive operational efficiency, service consistency, and interdepartmental collaboration.
- Conduct regular operational meetings, briefings, and daily walkabouts.
- Ensure smooth handling of VIP arrivals, group movements, events, and peak occupancy periods.
2. Guest Experience & Brand Standards
- Champion guest satisfaction and service excellence across all touchpoints.
- Monitor guest feedback, online reputation scores, and quality audits.
- Resolve escalated guest complaints promptly and professionally.
- Maintain brand standards, presentation, cleanliness, ambiance, and service culture throughout the hotel.
3. Financial Performance
- Support preparation and execution of annual budgets, forecasts, and business plans.
- Drive revenue growth through rooms, F&B, meetings, events, and ancillary income streams.
- Control departmental costs, labor productivity, and operating expenses.
- Monitor key performance indicators such as ADR, RevPAR, GOP, payroll ratio, and departmental profitability.
4. People Leadership
- Lead, coach, and develop Heads of Department and management teams.
- Build a high-performance culture focused on accountability and engagement.
- Support talent succession planning, learning initiatives, and internal promotions.
- Ensure compliance with labor laws, company policies, and employee relations practices.
5. Sales, Marketing & Commercial Support
- Collaborate with Sales & Marketing teams to maximize occupancy, events, and market share.
- Support key client relationships, government, corporate, and travel trade partnerships.
- Participate in revenue strategy meetings and promotional initiatives.
6. Safety, Compliance & Risk Management
- Ensure full compliance with health, safety, hygiene, fire life safety, and statutory requirements.
- Oversee crisis management readiness, emergency procedures, and security standards.
- Ensure hotel licenses, audits, and certifications remain current.
7. Community & Ownership Relations
- Represent the hotel professionally with guests, business partners, authorities, and the local community.
- Support ownership objectives and management company performance expectations.
