eMASCO

Hotel Operations/Lodging Services Manager plans, organises, and oversees the operations of hotels, resorts, guest houses, and similar lodging facilities. They manage daily activities across departments such as housekeeping, front office, catering, and maintenance to ensure efficient service delivery, high guest satisfaction, and compliance with health and safety regulations. The role includes staff management, budget and inventory control, strategic planning, and coordination of services to optimise operational efficiency and overall guest experience.

Tasks

Manage daily hotel or lodging operations, including front office, housekeeping, food and beverage, and maintenance functions.

Plan and organise accommodation, catering, housekeeping, and other guest services.

Supervise and train staff to ensure high-quality service and operational efficiency.

Manage budgets, control expenditure, and oversee financial performance.

Oversee guest service operations, including reservations, check-in and check-out processes, and special requests.

Address and resolve guest complaints and service issues in a timely and professional manner.

Ensure compliance with licensing laws, health, safety, environmental, and other regulatory requirements.

Coordinate with suppliers, contractors, and internal departments to maintain smooth operations.

Conduct property, facility, and service inspections to maintain service standards.

Analyse operational performance data, prepare reports, and implement service improvements.

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Accomodation and Food Service Activities

Skills

Basic

Clear verbal and written communication skills to liaise with guests, staff, and service providers.

Leadership and people management skills to supervise staff and coordinate hotel operations.

Organisational and time management skills to manage multiple tasks and meet operational demands.

Problem-solving skills to handle guest complaints and operational issues effectively.

Service orientation and active listening to deliver high standards of guest satisfaction.

Specific

Knowledge of budgeting, financial reporting, and cost control in hospitality operations.

Knowledge of guest relations management and service quality standards.

Knowledge of health, safety, fire, and food hygiene regulations in hospitality.

Knowledge of hotel operations management, including front office, housekeeping, and food and beverage services.

Knowledge of operational risk management and handling service disruptions.

Knowledge of property management systems (PMS) and hotel booking systems.

Knowledge of quality assurance and service standard auditing in hotel operations.

Knowledge of staff training and development in hospitality service environments.

Additional Info

QUALIFICATION

Diploma or equivalent

Related Courses

Claimable Course

e-Latih Online Course

Madani TVET Course

Minor Unit Group

1411-01

Hotel Operations/Lodging Services Manager

1411-02

Food and Beverage Services Manager

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