Hospitality Manager

Entrepreneur Resorts Pvt Ltd is looking for an experienced and service-driven Hospitality Manager to oversee day-to-day operations and ensure exceptional guest experiences across the property. This role goes beyond traditional operations and requires someone who can actively drive sales, build partnerships, and generate business without relying solely on a dedicated sales team. The ideal candidate will be hands-on, entrepreneurial, and capable of converting opportunities into revenue while maintaining exceptional guest experience.

Key Responsibilities

Guest Experience and Service ExcellenceEnsure exceptional guest experiences by maintaining and exceeding service standards across all departments (Front Office, Housekeeping, Food & Beverage, Spa/Wellness).Handle all guest inquiries, requests, and complaints professionally and promptly, ensuring swift and satisfactory resolution.Develop and implement personalized guest recognition programs tailored to the luxury market.Monitor guest feedback (internal surveys, online reviews, social media) and initiate corrective actions and continuous improvement strategies.

Operational ManagementOversee the daily operations of the property, ensuring all facilities are impeccably maintained, safe, and fully operational.Manage property maintenance schedules and coordinate with engineering teams to minimise disruption to guests.Implement and maintain strict quality control and hygiene standards across all property areas, adhering to local Balinese regulations and international best practices.Efficiently manage inventory and procurement processes to control costs while ensuring the availability of high-quality supplies.

Leadership and Team DevelopmentConduct regular performance reviews and provide continuous coaching and development opportunities.Create departmental schedules and manage staffing levels to ensure optimal coverage and efficient labor utilization.Foster a collaborative and engaging work environment that encourages staff retention and high morale.

Financial Management and PerformanceWork with the finance department to develop and manage the annual operating budget, focusing on maximising revenue and controlling expenses.Monitor and analyse key performance indicators (KPIs) such as occupancy rates, average daily rate (ADR), revenue per available room (RevPAR), and guest satisfaction scores.Implement cost-saving measures without compromising guest experience or service quality.Oversee cash handling and financial reporting procedures, ensuring accuracy and compliance.

Sales, Marketing, and Community RelationsWork closely with marketing (or independently if required) to:Promote the property through social media and digital channelsCollaborate with influencers and partnersPlan events, activations, and experiences to attract guestsIdentify new revenue streams (events, experiences, collaborations)

Qualifications and Requirements

Education: Bachelor’s degree in Hospitality Management, Business Administration, or a related field is preferred.

Experience: Minimum of 5 years of progressive experience in hospitality management, with at least 2 years in a leadership role (e.g., Hospitality Manager, Hotel Manager, Operations Manager, Resort Manager), preferably within a luxury resort or boutique hotel setting. Experience in an international environment, particularly in Southeast Asia or Bali, is highly advantageous.

Skills:Exceptional leadership, communication, and interpersonal skills.Strong financial acumen and experience with budgeting, forecasting, and P&L management.Proficiency in Property Management Systems (PMS) and standard office software.Proven ability to drive high levels of guest satisfaction and manage complex operational issues.Cultural sensitivity and the ability to work effectively with local Balinese staff and international clientele.

Language: Fluency in English (written and spoken) is essential. Proficiency in Bahasa Indonesia or other relevant languages is a significant asset.