Hotel Manager

The Hotel Manager shall be responsible for the overall management, operation and commercial performance of Rucksack Inn Premium Phuket, and shall report to such person as may be designated by the Company from time to time. The Hotel Manager's principal responsibilities shall include, but are not limited to, the following: 1. Overall Hotel Operations • Manage and oversee the day-to-day operations of the Hotel, including front office, housekeeping, reservations and general property operations. • Ensure the Hotel operates smoothly, safely, efficiently and in accordance with the Company's policies, SOPs, operational systems and service standards. • Conduct regular property inspections to ensure guest rooms, public areas and facilities are maintained to the required standard. • Coordinate maintenance, repairs and rectification works and ensure that identified issues are followed through until satisfactorily resolved. • Manage purchasing, supplies and inventory with appropriate controls over cost and wastage. • Identify operational inefficiencies and implement improvements to enhance productivity, service quality and operating performance. 2. Guest Experience • Maintain high standards of guest service and overall guest satisfaction. • Manage guest complaints and service recovery promptly and professionally. • Monitor guest feedback and online reviews and take corrective action on recurring issues. • Ensure that employees communicate professionally and effectively with both local and international guests. • Maintain the guest experience and service standards consistent with the Rucksack Inn Premium brand. 3. People & Team Management • Lead, supervise, train and manage the Hotel team. • Manage manpower planning, staff scheduling, attendance, leave and deployment to ensure appropriate staffing and productivity. • Set clear responsibilities, expectations and performance standards for employees. • Conduct coaching, training and performance reviews as required. • Address employee performance, disciplinary and attendance matters in accordance with Company policies and applicable requirements. • Build a culture of ownership, accountability, teamwork, reliability and service excellence. • Ensure that the Hotel can operate effectively and consistently even when the Hotel Manager is not physically present. 4. Commercial & Financial Management • Take responsibility for the Hotel's operational and commercial performance. • Monitor occupancy, room rates, ADR, booking trends, revenue and overall property performance. • Work closely with the Company's Commercial, Sales, Revenue and Marketing teams to support revenue generation, direct bookings, group bookings and other commercial opportunities. • Review operating expenses and financial performance with Finance and Management and identify opportunities to improve profitability. • Assist in preparing and managing the Hotel's budgets and forecasts. • Maintain appropriate control over operating expenditure, purchasing, wastage and other operational leakage. • Ensure that operational decisions appropriately balance guest experience, service standards and profitability. • Work towards achieving the Company's approved financial and operating targets for the Hotel. 5. Compliance, Safety & Security • Ensure the Hotel complies with all applicable operating licences, fire safety, workplace safety, security and other regulatory requirements. • Maintain proper operational records, reports and required documentation. • Ensure all employees understand and comply with emergency, security and safety procedures. • Promptly report and escalate any material operational, safety, security, compliance or regulatory issue to Management. • Cooperate with the Company and relevant authorities in relation to inspections, licensing and regulatory matters. 6. Management Reporting & Accountability • Provide Management with regular reports on the Hotel's operational, financial, commercial and staffing performance. • Promptly highlight material operational issues, risks, incidents and matters which may affect the Hotel's reputation, guest experience or financial performance. • Implement Management directives and agreed corrective actions within the required timelines. • Work collaboratively with the Company's regional and corporate teams in support of the Hotel and the wider Group. 7. Key Performance Areas The Hotel Manager's performance may be assessed against, among other matters: • Hotel operational standards and SOP compliance; • Guest satisfaction and online review performance; • Occupancy, ADR, revenue and commercial performance; • Operating cost and budget control; • Overall property profitability; • Staff productivity, attendance, performance and retention; • Housekeeping standards and overall property condition; • Speed and effectiveness of maintenance and issue resolution; • Regulatory, licensing, safety and security compliance; and • Achievement of such other operational and financial targets as may reasonably be determined by the Company. 8. General The Hotel Manager acknowledges that hospitality is a seven-day operational business and shall be prepared to work outside normal office hours, including weekends and public holidays, where reasonably required for the proper operation of the Hotel. The Hotel Manager may also be required, from time to time, to undertake other duties reasonably related to his/her position, assist other properties or projects within the Group, and perform such additional responsibilities as may reasonably be assigned by Management.