Background information about the job or company (e.g., role context, company overview)

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Responsibilities or duties

Luxury Guest Experience & Brand Stewardship

• Own the entire guest journey, from pre-arrival to post-stay engagement
• Personally engage with VIP, repeat, and high-value guests
• Set and uphold bespoke service standards aligned with luxury lifestyle expectations
• Ensure every guest interaction reflects warmth, discretion, and attention to detail
• Monitor online reviews, guest feedback, and brand perception; implement service refinements
• Act as the face of the Hotel, embodying the brand’s tone, values, and aesthetic

Lifestyle Positioning & Experience Curation

• Curate unique guest experiences (wellness, dining, events, collaborations, local culture)
• Work with designers, chefs, partners, and creatives to elevate the lifestyle offering
• Ensure consistency of visual identity, ambience, music, scent, and presentation across the property
• Introduce seasonal concepts, themed experiences, and signature moments

Operations Excellence (Luxury Standards)

• Oversee daily hotel operations ensuring seamless, discreet, and polished service delivery
• Maintain immaculate rooms, public areas, and back-of-house operations
• Develop and enforce SOPs tailored to luxury and boutique hospitality
• Ensure service recovery is handled swiftly, elegantly, and personally
• Coordinate staffing to ensure optimal service ratios without compromising guest intimacy

Revenue Strategy & Commercial Performance

• Drive occupancy, ADR, RevPAR, and overall profitability
• Lead pricing, yield management, and OTA strategies aligned with luxury positioning
• Develop high-end corporate, diplomatic, long-stay, and private clientele segments
• Drive experiential revenue streams (events, dining, private bookings, lifestyle partnerships)
• Oversee brand-aligned marketing, PR, digital presence, and influencer collaborations

Financial Management & Cost Discipline

• Prepare and manage budgets, forecasts, and financial controls
• Ensure strong cost management while protecting guest experience and quality
• Review financial performance regularly and implement corrective actions
• Oversee procurement, inventory, and vendor relationships in line with luxury standards

People Leadership & Service Culture

• Recruit, train, and develop a polished, service-oriented team
• Instill a culture of pride, accountability, discretion, and excellence
• Coach leaders and frontline teams on luxury service behaviour and emotional intelligence
• Manage performance, engagement, and staff retention

Governance, Risk & Asset Care

• Ensure compliance with hospitality regulations, licensing, health, and safety standards
• Oversee security, asset protection, and risk management
• Ensure the property, furnishings, and assets are preserved to luxury standards

Owner & Stakeholder Relations

• Act as the primary liaison between owners and hotel operations
• Provide insightful operational and financial reporting
• Recommend strategic enhancements, capital investments, and brand initiatives

Qualifications or requirements (e.g., education, skills)

QUALIFICATIONS & EXPERIENCE

• Degree or Diploma in Hospitality Management, Business Administration, or related field
• Minimum 8–12 years’ experience in hospitality, with 5+ years in a senior luxury or boutique hotel role
• Proven experience in luxury, lifestyle, boutique hotels or high-end serviced residences
• Strong commercial acumen with a refined service mindset
• Proficiency in PMS systems, OTAs, and revenue management tools

IDEAL PERSONAL ATTRIBUTES

• Naturally warm, poised, and service-driven
• Detail-obsessed with a strong aesthetic sensibility
• Calm under pressure with excellent judgment
• Strong communicator with high emotional intelligence
• Hands-on leader who leads by example
• Operators who understand emotion, experience, and exclusivity

• Own the entire guest journey, from pre-arrival to post-stay engagement
• Personally engage with VIP, repeat, and high-value guests
• Set and uphold bespoke service standards aligned with luxury lifestyle expectations
• Ensure every guest interaction reflects warmth, discretion, and attention to detail
• Monitor online reviews, guest feedback, and brand perception; implement service refinements
• Act as the face of the Hotel, embodying the brand’s tone, values, and aesthetic
• Curate unique guest experiences (wellness, dining, events, collaborations, local culture)
• Work with designers, chefs, partners, and creatives to elevate the lifestyle offering
• Ensure consistency of visual identity, ambience, music, scent, and presentation across the property
• Introduce seasonal concepts, themed experiences, and signature moments
• Oversee daily hotel operations ensuring seamless, discreet, and polished service delivery
• Maintain immaculate rooms, public areas, and back-of-house operations
• Develop and enforce SOPs tailored to luxury and boutique hospitality
• Ensure service recovery is handled swiftly, elegantly, and personally
• Coordinate staffing to ensure optimal service ratios without compromising guest intimacy
• Drive occupancy, ADR, RevPAR, and overall profitability
• Lead pricing, yield management, and OTA strategies aligned with luxury positioning
• Develop high-end corporate, diplomatic, long-stay, and private clientele segments
• Drive experiential revenue streams (events, dining, private bookings, lifestyle partnerships)
• Oversee brand-aligned marketing, PR, digital presence, and influencer collaborations
• Prepare and manage budgets, forecasts, and financial controls
• Ensure strong cost management while protecting guest experience and quality
• Review financial performance regularly and implement corrective actions
• Oversee procurement, inventory, and vendor relationships in line with luxury standards
• Recruit, train, and develop a polished, service-oriented team
• Instill a culture of pride, accountability, discretion, and excellence
• Coach leaders and frontline teams on luxury service behaviour and emotional intelligence
• Manage performance, engagement, and staff retention
• Ensure compliance with hospitality regulations, licensing, health, and safety standards
• Oversee security, asset protection, and risk management
• Ensure the property, furnishings, and assets are preserved to luxury standards
• Act as the primary liaison between owners and hotel operations
• Provide insightful operational and financial reporting
• Recommend strategic enhancements, capital investments, and brand initiatives

• Strong commercial acumen
• Refined service mindset
• Proficiency in PMS systems
• Proficiency in OTAs
• Proficiency in revenue management tools
• High emotional intelligence

• Degree or Diploma in Hospitality Management, Business Administration, or related field
• Minimum 8–12 years’ experience in hospitality
• 5+ years in a senior luxury or boutique hotel role
• Proven experience in luxury, lifestyle, boutique hotels or high-end serviced residences
• Naturally warm, poised, and service-driven
• Detail-obsessed with a strong aesthetic sensibility
• Calm under pressure with excellent judgment
• Strong communicator
• Hands-on leader who leads by example
• Operators who understand emotion, experience, and exclusivity