Key Accounts Manager - Hotel Operations Manager

Position Title: Key Accounts Manager - Hotel Operations Manager
Location: BGC, Philippines
Set up: On-site

Position Purpose:
The Key Accounts Manager is responsible for overseeing the daily operations of hotel facilities, ensuring high standards in both soft and hard services. This includes managing guest relations, housekeeping, front office operations, and facilities maintenance. The role ensures service excellence, operational efficiency, budget control, and client satisfaction under the terms of contractual agreements.

Key Result Areas

• Facility Management

  • Oversee and ensure smooth daily hotel operations (front office, guest relations, housekeeping, maintenance).

  • Manage hard services: HVAC, plumbing, electrical systems, and general maintenance.

  • Manage soft services: Cleaning, hospitality support, concierge, and customer service.

  • Monitor and maintain space utilization and aesthetic appeal of facilities.

• Operations & SOPs

  • Implement and enforce site-specific Standard Operating Procedures (SOPs).

  • Ensure compliance with hotel policies, safety regulations, and company standards.

• Account & Client Management

  • Manage client relationships professionally and proactively.

  • Deliver on service level agreements (SLAs) and Key Performance Indicators (KPIs).

  • Monitor monthly P&L, develop forecasts, and manage operational budgets.

• Leadership & Staff Management

  • Lead, coach, and evaluate the performance of on-site teams (technicians, housekeeping, guest relations, etc.).

  • Conduct disciplinary actions in accordance with HR policies.

  • Identify training needs and coordinate with L&D for staff development.

• Reporting & Communication

  • Provide regular operational and financial reports to the Division Director.

  • Attend client and management meetings to discuss progress, issues, and improvements.

  • Ensure timely submission of monthly and quarterly reports.

• Cost Control & Quality Assurance

  • Drive initiatives to maximize income and control costs.

  • Oversee procurement of services and supplies for quality and budget adherence.

Authorities & Responsibilities

• Approve schedules and oversee technicians and facility teams.

• Enforce quality systems and compliance protocols.

• Set and monitor team KPIs and performance goals.

• Resolve operational and client issues with sound judgment.

• Coordinate audits, inspections, and preventive maintenance plans.

Key Competencies Required

• Facilities Management Experience: Proven track record in hotel operations, both soft and hard services.

• Client & Stakeholder Communication: Professional, responsive, and clear in all forms of communication.

• Budget & Financial Acumen: Skilled in managing budgets, forecasting, and analyzing P&L.

• Leadership & Team Management: Ability to lead cross-functional teams and uphold a culture of excellence.

• Operational & Organizational Skills: Strong time management, planning, and prioritization abilities.

• Tech Savvy: Proficient in MS Office, facility management systems, and reporting tools.

• Problem-Solving: Proactive approach in identifying root causes and implementing solutions.

Compensation & Work Conditions

• Salary Range: PHP 80,000 100,000/month

• Work Location: BGC

• Industry Setting: Hotel Operations (Guest Relations, Front Office, Housekeeping, Maintenance)