Assistant Hotel Manager

The Assistant Hotel Manager supports in managing the day-to-day operations and service standards of assigned short-term rental properties. The role focuses on ensuring consistent building operations, guest satisfaction, property readiness, team performance and timely resolution of operational issues across multiple buildings when required.

1. Daily Property Operations

• Support in overseeing daily operations across assigned buildings.
• Ensure all units and common areas are clean, functional, safe and guest-ready.
• Conduct regular operational checks and follow up on identified issues.

1. Guest Experience & Service Quality

• Ensure guests receive consistent and professional service throughout their stay.
• Handle escalated guest enquiries, complaints and service recovery matters.
• Analyse guest feedback and identify recurring service issues requiring corrective action.

1. Building Review & Guest Satisfaction

• Drive improvement in building ratings, guest satisfaction and positive reviews.
• Identify operational factors contributing to negative reviews and ensure corrective actions are implemented.
• Work closely with the property team to maintain service standards that support strong guest reviews.

1. Housekeeping & Property Readiness

• Supervise housekeeping performance, room cleanliness, linen, amenities and overall presentation.
• Ensure rooms are properly prepared and meet the required standard before guest check-in.
• Address repeated cleanliness or room-readiness issues with the relevant team.

1. Maintenance & Facility Management

• Ensure maintenance defects, damages and facility issues are promptly attended to.
• Coordinate with technicians, contractors and building management where required.
• Follow up on recurring maintenance issues and ensure appropriate corrective action is taken.

1. Team Supervision & Manpower

• Monitor attendance, manpower coverage, work performance and discipline.
• Provide on-the-job coaching and ensure associates follow operational standards and SOPs.

1. Building Management & Stakeholder Coordination

• Coordinate with building management, security, facility management and other relevant stakeholders.
• Address building-related operational matters including access, parking, facilities, security and building regulations.
• Ensure the property team maintains a professional working relationship with building stakeholders.

1. Incident & Escalation Management

• Take immediate action on operational incidents, guest emergencies, safety concerns and serious complaints.
• Escalate significant matters to the Management with clear updates and recommendations.
• Ensure incidents are properly documented and corrective actions are followed through.

1. Operational Standards, SOP & Compliance

• Ensure associates comply with approved SOPs and operational standards.
• Identify gaps, inconsistencies and recurring operational problems and recommend improvements.
• Support company in implementing, training and auditing revised SOPs across buildings.

1. Reporting & Continuous Improvement

• Provide regular updates on building performance, guest feedback, room readiness, maintenance, manpower and operational issues.
• Follow through on agreed action plans and ensure outstanding matters are closed within the required timeline.
• Support initiatives to improve operational efficiency, service quality, guest experience and overall building performance.