Hotel Manager | Rose Wood

January 12, 2024

Job Description

Job Summary

Responsible for the day-to-day management of a hotel and its associates, the Hotel Manager has a commercial accountability for budgeting and financial management, planning, organizing and directing all hotel services, including front-of-house (reception, concierge, reservations), butler, food and beverage operations, housekeeping, engineering, security, and spa and wellness.

This position also has a specific remit (guest services, accounting, marketing) and make up a general management team.

While taking a strategic overview and planning ahead to maximize profits, the Hotel Manager must also pay attention to the details, setting the example for staff to deliver a standard of service and presentation that meets guests’ needs and expectations. Business and people management are equally important elements.

With responsibility on hotel’s operation overall, including security department, his / her primary role is to ensure that guests are provided the highest levels of service at all times and to continually move the boundaries to surprise and delight them. He / she will cover the Managing Director during absence and oversee the daily hotel operation and owners’ relationship.

The Hotel Manager also has the responsibility for the satisfaction; retention and development of associates as well as ensuring profitability targets are met and to be actively involved the revenue strategy including annual budget preparation, CAPEX, expenses spreadsheets, and the hotel market plan.

Essential Responsibilities

  • Responsible for managing the guest satisfaction online surveys, closing existing problems and ensuring action plans are made to overcome challenges including training courses.
  • Maintaining high quality of product and service in order to achieve the targeted score at every LQA (Leading Quality Assurance) audit, this includes implementation of action plans and training courses required.
  • Supervises the overall activities of Front Office, Housekeeping, Laundry, Butler, Food and Beverage, and Security department.
  • Manages the personnel of these operations to ensure guests receive prompt, cordial attention and personal recognition.
  • Ensures associates, particularly guest contact personnel, know repeat guests and other VIPs and provide special attention and recognition.
  • Coordinates exchange of pertinent information between departments within the Rooms Division, Food and Beverage and directs exchange of information with other departments.
  • Consults with Department Heads, ExCom and Managing Director on an ongoing basis to improve business conduct.
  • Assumes overall responsibility for maintaining presentation standards to ensure facilities and equipment are clean, in good repair and well maintained.
  • Schedules and regularly conducts routine inspections of areas under control.
  • Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of associates.
  • Conducts comprehensive monthly departmental meetings to include review of procedures and events which warrant special handling and detailed information.
  • Promotes Inter-hotel sales and in-house facilities.
  • Monitors and controls the inventories for operating equipment and supplies.
  • Communicates to the Managing Director to his / her delegate, and other Department heads, all information likely to be of interest to them.
  • Monitors and controls the Room Division / F&B Operation in the areas of revenue expenditure, profitable and performance against budget.
  • Apply principles of logical thinking to a wide range of unstandardized intellectual and practical problems in order to perform and direct many varied and complex tasks.
  • Interact with people beyond giving and receiving instructions, particularly interaction with supervisor, subordinates, co-workers, and guests in completing assignments, resolving staff and guest complaints.
  • Carries out inspections of property and services.
  • Ensures compliance with licensing laws, health and safety and other statutory regulations.
  • Regular meetings with heads of department to coordinate and monitor the progress of business strategies. In a smaller establishment.

Standard Responsibilities

  • Complies and adheres to the Rosewood Hotel Group company policies.
  • Takes on other tasks in addition of the ones stated, in a reasonable framework.
  • Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.
  • Models the company’s culture, vision, mission and core values at all times.
  • Takes a proactive approach to management of the department, anticipating potential opportunities.
  • Actively promotes the services and facilities available to guests within the hotel and other Rosewood Hotels, maximizing revenue from other outlets (e.g. car transfers, telephones, valet services, spa and Food & Beverage facilities, etc.)
  • Creates and updates full operating manuals with respect to responsibilities of each position and minimum standards to be achieved and to ensure their effective utilization.
  • Consistently meets the expectations and requirements of internal and external guests.
  • Obtains first-hand guest information and use it for improvements in products and services.
  • Acts with guests in mind; establishes and maintains effective relationships with guests and gains their trust and respect.
  • Liaises with other departments to ensure good communication and offer support.
  • Attends to any guest comments brought to their attention either directly or through the Front Office Managers, Managing Director or other Executive Committee Member or Head of Department and to deal with these efficiently and courteously.
  • Conducts selection interviews alongside the Talent and Culture team for potential new associates as and when required.
  • Carries out job chats, performance appraisals and reviews for all relevant associates on a regular basis ensuring that the hotel’s succession planning is upheld.


Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests, and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests and associates, unless otherwise stated.

Health & Safety

  • Be aware of and comply with safe working practices as laid down under the Health and Safety Act as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.
  • The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.
  • Report any defects in the building, plant, or equipment according to hotel procedure.
  • Ensure that any accidents to Associates, guests or visitors are reported immediately m accordance with correct procedures.
  • Attend six monthly Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.
  •  Be fully conversant with:
    • COSHH Regulations
    • Risk Assessments for your department
    • Hotel Fire & Bomb Procedures

While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.