Job Description

Position: Hotel Manager (Rooms Background)

Location: Homm Souvannaphoum Luang Prabang

Job Purpose:

The Hotel Manager (Rooms Background) is responsible for the overall leadership, operation, and performance of the hotel with a strong focus on Rooms Division excellence. The role ensures exceptional guest experience, operational efficiency, team engagement, and financial performance while upholding Homm and Banyan Group brand standards and values.

Key Responsibilities:

1. Overall Hotel Operation

• Oversee day-to-day hotel operations with a primary focus on Rooms Division (Front Office, Housekeeping, Guest Services).
• Ensure seamless coordination between Rooms, F&B, Engineering, Finance, Sales & Marketing, and HR.
• Act as the second-in-command to the General Manager (or lead the hotel where applicable).

2. Rooms Division Management

• Direct and monitor Front Office and Housekeeping operations to ensure smooth, efficient, and guest-centric service.
• Maintain optimal room availability, cleanliness standards, and turnaround time.
• Ensure accurate forecasting, room inventory control, and occupancy management.
• Drive continuous improvement in guest satisfaction scores (GSS), reviews, and brand audits.

3. Guest Experience & Service Excellence

• Champion a strong service culture aligned with Homm brand positioning and Banyan Group standards.
• Handle guest feedback, complaints, and service recovery with professionalism and empathy.
• Personally engage with VIPs and repeat guests to build loyalty and brand advocacy.

4. Financial & Performance Management

• Support the General Manager in budgeting, forecasting, and cost control, particularly in Rooms Division payroll and expenses.
• Monitor KPIs including Occupancy, ADR, RevPAR, GOP, guest satisfaction, and productivity ratios.
• Implement strategies to maximize revenue while maintaining service quality.

5. People Management & Leadership

• Lead, coach, and develop department heads and team members with a strong emphasis on Rooms leadership.
• Foster a positive, inclusive, and high-performance working environment.
• Ensure effective manpower planning, training, performance management, and succession planning.
• Promote Banyan Group values, ethical conduct, and local cultural respect.

6. Brand Standards, Quality & Compliance

• Ensure full compliance with Homm brand standards, SOPs, and Banyan Group policies.
• Maintain high standards of hygiene, safety, and security in line with local regulations and brand requirements.
• Prepare and lead brand audits, inspections, and quality reviews.

7. Sales, Marketing & Owner Relations

• Collaborate with Sales & Marketing to support room revenue strategies, promotions, and distribution channels.
• Provide operational input for pricing, packages, and guest segmentation.
• Support communication with hotel ownership by providing clear operational and performance updates.

Qualifications & Experience

• Bachelors degree in Hospitality Management, Business Administration, or related field.
• Minimum 8–10 years of progressive hotel operations experience, with a strong Rooms Division background.
• Experience in mid-to-senior management within the Rooms Division (e.g. Director of Rooms, Front Office Manager, or equivalent). Strong Front Office Managers with proven leadership capability and readiness for the next career step will also be considered.
• Experience in upscale or lifestyle hotels; experience with international brands is highly preferred.

Skills & Competencies

• Strong leadership, people management, and communication skills.
• Deep operational knowledge of Front Office and Housekeeping.
• Commercial mindset with strong analytical and financial acumen.
• Guest-focused, detail-oriented, and service-driven.
• Ability to work effectively in a multicultural environment.
• Proficient in hotel systems (PMS, revenue systems, reporting tools).
• Fluent in English; additional languages are an advantage.

Personal Attributes

• Hands-on, visible, and approachable leadership style.
• Calm under pressure with strong problem-solving skills.
• Passionate about hospitality, service excellence, and continuous improvement.
• Respectful of local culture and heritage, aligning with Luang Prabang's unique destination character.