Location: Mchinji

Department

Executive Management

Reports To

Owners / Board of Directors

Supervises

Finance & Administration Officer

Human Resources Officer

Front Office Manager

Food & Beverage Manager

Executive Chef

Head Housekeeper

Sales & Marketing Executive

Maintenance Technicians

Security Officer

JOB PURPOSE

The Hotel Manager is responsible for the overall management, leadership, and strategic direction of Cliff View Hotel. The role ensures the delivery of exceptional guest experiences, achievement of financial objectives, operational excellence, staff development, and compliance with statutory and brand standards. The Hotel Manager is accountable for maximizing profitability while maintaining high service standards and protecting the hotel's assets and reputation.

KEY RESPONSIBILITIES

Strategic Leadership

• Provide strategic leadership and direction for the hotel.
• Develop and implement annual business and operating plans.
• Prepare and manage departmental budgets.
• Drive continuous improvement initiatives.
• Monitor industry trends and competitor activities.
• Identify new business opportunities and revenue streams.
• Develop and implement growth strategies.

Operations Management

• Oversee the daily operations of all hotel departments.
• Ensure smooth coordination between Front Office, Housekeeping, Food & Beverage, Kitchen, Sales & Marketing, Finance, Engineering, and Security.
• Monitor operational performance and service delivery.
• Ensure compliance with all Standard Operating Procedures (SOPs).
• Maintain high standards of cleanliness, maintenance, and presentation.
• Resolve operational challenges promptly and effectively.

Financial Management

• Achieve budgeted revenue and profitability targets.
• Monitor daily revenue performance.
• Control operating costs and improve efficiency.
• Review financial reports and departmental performance.
• Authorise expenditures within approved limits.
• Ensure effective cash management and internal controls.
• Monitor accounts receivable and payable.
• Protect hotel assets and minimise financial risk.

Sales and Revenue Growth

• Lead the hotel's sales and business development strategy.
• Build relationships with corporate clients, government institutions, NGOs, travel agents, and event organisers.
• Increase conference, accommodation, restaurant, and event revenue.
• Monitor occupancy, Average Daily Rate (ADR), and Revenue per Available Room (RevPAR).
• Approve promotional campaigns and pricing strategies.
• Participate in key client presentations and negotiations.

Guest Experience

• Ensure exceptional customer service across all departments.
• Monitor guest satisfaction and online reviews.
• Resolve guest complaints professionally and promptly.
• Promote a culture of personalised service.
• Maintain service standards aligned with international hospitality practices.

Human Resource Management

• Recruit, develop, and retain competent employees.
• Promote employee engagement and teamwork.
• Conduct performance reviews.
• Identify training and development needs.
• Enforce disciplinary procedures where necessary.
• Ensure compliance with labour legislation and company policies.

Conference and Events Management

• Oversee conference and banquet operations.
• Ensure successful delivery of conferences, weddings, and special events.
• Monitor event profitability.
• Maintain strong relationships with event planners and corporate clients.

Compliance and Risk Management

• Ensure compliance with all applicable laws and regulations.
• Maintain health, safety, fire, and food hygiene standards.
• Oversee security and risk management programmes.
• Ensure insurance requirements are maintained.
• Implement fraud prevention and internal control measures.

QUALIFICATIONS

• Bachelor's Degree in Hospitality Management, Hotel Management, Tourism Management, Business Administration, or a related field.
• A Master's degree (MBA or Hospitality Management) will be an added advantage.
• Professional hospitality qualifications are desirable.

EXPERIENCE

• Minimum of 7 years' progressive experience in hotel operations.
• At least 3 years in a senior management position such as Hotel Manager, Operations Manager, Resident Manager,General Manager.
• Experience managing conference and banqueting operations.
• Proven experience in budgeting, revenue management, and business development.
• Pre-opening or hotel turnaround experience will be an added advantage.

KNOWLEDGE

• Hotel operations
• Revenue management
• Financial management
• Human resource management
• Food & Beverage operations
• Conference and events management
• Health and safety regulations
• Procurement and inventory management
• Customer service excellence
• Labour legislation

SKILLS

• Leadership and people management
• Strategic planning
• Financial analysis
• Negotiation and influencing
• Communication and presentation
• Problem-solving and decision-making
• Customer relationship management
• Business development
• Computer literacy (PMS, POS, Microsoft Office)

PERSONAL ATTRIBUTES

• High level of integrity and professionalism
• Results-oriented
• Strong commercial acumen
• Excellent interpersonal skills
• Ability to work under pressure
• Strong organisational skills
• Innovative and proactive
• Guest-focused mindset
• Team builder and mentor
• Excellent attention to detail

WORKING CONDITIONS

• Full-time position.
• Requires flexibility to work evenings, weekends, and public holidays as operational needs dictate.
• May require extended hours during conferences, weddings, and special events.

• Provide strategic leadership and direction for the hotel.
• Develop and implement annual business and operating plans.
• Prepare and manage departmental budgets.
• Drive continuous improvement initiatives.
• Monitor industry trends and competitor activities.
• Identify new business opportunities and revenue streams.
• Develop and implement growth strategies.
• Oversee the daily operations of all hotel departments.
• Ensure smooth coordination between Front Office, Housekeeping, Food & Beverage, Kitchen, Sales & Marketing, Finance, Engineering, and Security.
• Monitor operational performance and service delivery.
• Ensure compliance with all Standard Operating Procedures (SOPs).
• Maintain high standards of cleanliness, maintenance, and presentation.
• Resolve operational challenges promptly and effectively.
• Achieve budgeted revenue and profitability targets.
• Monitor daily revenue performance.
• Control operating costs and improve efficiency.
• Review financial reports and departmental performance.
• Authorise expenditures within approved limits.
• Ensure effective cash management and internal controls.
• Monitor accounts receivable and payable.
• Protect hotel assets and minimise financial risk.
• Lead the hotel's sales and business development strategy.
• Build relationships with corporate clients, government institutions, NGOs, travel agents, and event organisers.
• Increase conference, accommodation, restaurant, and event revenue.
• Monitor occupancy, Average Daily Rate (ADR), and Revenue per Available Room (RevPAR).
• Approve promotional campaigns and pricing strategies.
• Participate in key client presentations and negotiations.
• Ensure exceptional customer service across all departments.
• Monitor guest satisfaction and online reviews.
• Resolve guest complaints professionally and promptly.
• Promote a culture of personalised service.
• Maintain service standards aligned with international hospitality practices.
• Recruit, develop, and retain competent employees.
• Promote employee engagement and teamwork.
• Conduct performance reviews.
• Identify training and development needs.
• Enforce disciplinary procedures where necessary.
• Ensure compliance with labour legislation and company policies.
• Oversee conference and banquet operations.
• Ensure successful delivery of conferences, weddings, and special events.
• Monitor event profitability.
• Maintain strong relationships with event planners and corporate clients.
• Ensure compliance with all applicable laws and regulations.
• Maintain health, safety, fire, and food hygiene standards.
• Oversee security and risk management programmes.
• Ensure insurance requirements are maintained.
• Implement fraud prevention and internal control measures.

• Leadership and people management
• Strategic planning
• Financial analysis
• Negotiation and influencing
• Communication and presentation
• Problem-solving and decision-making
• Customer relationship management
• Business development
• Computer literacy (PMS, POS, Microsoft Office)

• Bachelor's Degree in Hospitality Management, Hotel Management, Tourism Management, Business Administration, or a related field.
• A Master's degree (MBA or Hospitality Management) will be an added advantage.
• Professional hospitality qualifications are desirable.