Hotel/Motel Manager

Position Overview

The Hotel/Motel Manager is responsible for overseeing the day-to-day operations of the hotel or motel and ensuring the establishment operates efficiently, professionally, and in accordance with required hospitality standards.

The role involves managing staff across accommodation, kitchen, and bar departments, overseeing guest bookings and customer service, monitoring budgets and operational performance, coordinating maintenance requirements, and ensuring compliance with applicable licensing, workplace safety, health, and hospitality regulations.

The Hotel/Motel Manager will maintain a strong presence throughout the establishment and work closely with staff, guests, and patrons to ensure a high standard of service and smooth daily operations.

Key Responsibilities

Hotel and Motel Operations

Manage and oversee the daily operations of the hotel or motel.
Ensure all areas of the establishment operate efficiently and maintain appropriate standards.
Coordinate activities between accommodation, kitchen, bar, and other operational departments.
Monitor day-to-day operational requirements and address any issues that may affect the running of the establishment.
Ensure operational policies and procedures are implemented and followed by staff.
Maintain regular hands-on involvement across all departments.

Staff Management and Supervision

Supervise staff working within the kitchen, bar, accommodation, and other relevant departments.
Coordinate staff activities to ensure appropriate coverage and efficient daily operations.
Provide leadership and direction to employees.
Monitor staff performance and productivity.
Assist staff with operational issues or concerns when required.
Train new and existing employees as required.
Ensure staff understand and follow workplace policies, procedures, health requirements, and safety standards.
Promote effective teamwork and communication between departments.

Guest and Patron Services

Oversee the delivery of customer service to hotel and motel guests and patrons.
Assist guests with enquiries relating to accommodation, facilities, services, and other matters.
Manage guest concerns and complaints professionally and promptly.
Work to maintain positive guest and patron experiences throughout their stay or visit.
Monitor guest feedback and identify areas where service standards can be maintained or improved.
Ensure staff provide professional and courteous service to guests and patrons.

Accommodation and Reservations Management

Oversee accommodation bookings and reservation activities.
Ensure bookings are managed accurately and efficiently.
Monitor reservation performance and occupancy-related targets.
Coordinate with relevant staff regarding guest arrivals, accommodation requirements, and other booking-related matters.
Address reservation issues or guest accommodation concerns when required.

Financial Management

Prepare, manage, and monitor operational budgets.
Prepare reports relating to hotel or motel operations as required.
Monitor expenditure and operational costs.
Ensure budget-related deadlines are met.
Review cost management performance and identify areas requiring attention.
Apply sound financial knowledge when making operational decisions.
Monitor business performance against established financial and operational targets.

Policies, Procedures, and Compliance

Implement and maintain workplace policies and operational procedures.
Ensure the hotel or motel complies with relevant licensing requirements.
Maintain compliance with workplace health and safety requirements.
Ensure hospitality regulations and standards are followed throughout the establishment.
Maintain appropriate health regulations and standards.
Monitor staff compliance with established workplace policies and procedures.
Address any identified compliance concerns promptly.

Maintenance and Property Standards

Monitor the condition of the hotel or motel facilities.
Ensure the establishment is maintained to the required standard.
Identify maintenance issues that may affect guests, staff, safety, or operations.
Arrange maintenance and repairs when required.
Ensure repairs are organised promptly to minimise disruption to hotel or motel operations.
Follow up on maintenance matters to ensure they are completed appropriately.

Reporting and Performance Monitoring

Prepare operational reports as required.
Monitor performance against established business and operational targets.
Review reservation targets, guest feedback, cost management, and staff productivity.
Ensure relevant budget and reporting deadlines are achieved.
Identify operational issues requiring management attention.
Support improvements in productivity, customer service, and overall operational performance.

Skills and Qualifications

The successful candidate should demonstrate:

Previous experience in hotel or motel management.
Strong customer service experience.
Excellent verbal and written communication skills.
Strong leadership capabilities.
Proven team management and staff supervision skills.
Ability to manage employees across different hotel or motel departments.
Sound financial knowledge, particularly in relation to budgeting and cost management.
Ability to prepare and manage budgets and operational reports.
Ability to handle guest enquiries and complaints professionally.
Strong organisational and operational management skills.
Ability to implement and maintain workplace policies and procedures.
Understanding of hospitality operations and customer service expectations.
Ability to work effectively in a hands-on management environment.
Ability to respond promptly to maintenance and operational issues.
Ability to work flexible hours, including weekends and public holidays.

Working Conditions

Full-time position.
The role may require shift work depending on operational requirements.
Weekend and public holiday work may be required.
The position includes office-based administrative responsibilities combined with hands-on daily interaction with all departments of the hotel or motel.
The Hotel/Motel Manager is expected to maintain an active presence throughout the establishment and provide support to staff and guests as required.

Key Performance Indicators – KPIs

Performance in the role may be assessed against the following key indicators:

Budget Management

Meeting required budget deadlines.
Maintaining effective control of operational expenses.
Monitoring costs against approved budgets.

Reservations

Achievement of reservation and accommodation targets.
Effective management of bookings and accommodation requirements.

Guest and Patron Satisfaction

Guest and patron feedback.
Effective handling and resolution of customer enquiries and complaints.
Maintaining appropriate customer service standards.

Cost Management

Cost management performance.
Monitoring operational expenses and identifying opportunities to manage costs effectively.

Staff Productivity

Staff productivity and performance.
Effective supervision and coordination of employees.
Maintaining appropriate staffing and operational efficiency across departments.

Overall Accountability

The Hotel/Motel Manager is accountable for ensuring the establishment operates efficiently on a daily basis while maintaining appropriate standards of customer service, staff performance, financial management, compliance, maintenance, and overall operational effectiveness.