Hotel Manager –Operations & Marketing

Job description

Kyalami Boutique Hotel Ltd

A newly operational boutique hotel with small, stylish, and intimate lodging properties that offers a highly personalized and unique guest experience. Located in a prime business area of Lusaka, Zambia, with over 30 rooms, a restaurant and a bar.  Kyalami Boutique Hotel brings a more private, cozy, and exclusive feel with a strong theme and culturally inspired hospitality. Our staff tends to provide tailored experiences, remembering guest preferences and offering customized recommendations.

Position: Hotel Manager – Operations & Marketing

1.    Job Purpose

To manage and elevate the day-to-day operations and brand presence of a boutique hotel by delivering highly personalized guest experiences, maintaining exceptional service standards, and executing targeted marketing strategies that reflect the hotel’s unique identity.

2. Key Responsibilities

A. Operations Management

• Oversee daily hotel operations including front office, housekeeping, food & beverage, maintenance, and security.
• Ensure high standards of guest service and satisfaction.
• Monitor and improve operational efficiency and cost control.
• Implement and enforce standard operating procedures (SOPs).
• Ensure compliance with health, safety, and legal regulations.
• Handle guest complaints and resolve issues promptly.

B. Financial Management

• Monitor revenue streams and control operational costs.
• Optimize pricing strategies and occupancy rates.

C. Marketing & Sales

• Develop and implement marketing strategies to increase occupancy and revenue.
• Manage online presence (website, social media, OTAs like Booking.com, Expedia).
• Plan promotional campaigns, packages, and seasonal offers.
• Build partnerships with travel agents, corporates, and event organizers.
• Monitor market trends and competitor activities.

D. Customer Experience

• Maintain high guest satisfaction scores and reviews.
• Ensure personalized guest experiences.
• Monitor feedback on platforms like TripAdvisor and Google Reviews.
• Develop loyalty programs and repeat guest initiatives.

Required Qualifications & Experience

• Degree/Diploma in Hospitality Management, Business Administration, or related field.
• Minimum 5 years of experience in hotel management.
• Proven experience in both operations and marketing.
• Excellent leadership and communication abilities.

Core Competencies

• Leadership and team management
• Strategic thinking
• Customer focus
• Problem-solving
• Digital marketing skills

Reporting Structure

• Reports to: General Manager
• Supervises: Department Heads (Front Office, Housekeeping, F&B, Maintenance, Sales & Marketing)