Background

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)

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

• Leadership and team management
• Strategic thinking
• Customer focus
• Problem-solving
• Digital marketing skills
• Excellent leadership and communication abilities.

• Degree/Diploma in Hospitality Management, Business Administration, or related field.