Hospitality and Retail Manager

Description To manage and grow all customer-facing operations, ensuring exceptional guest experiences, profitable operations, high service standards, and increased revenue across the restaurant, guest house, padel court, factory store, and events. Duties & Responsibilities

Responsibilities Operations Management: Restaurant, Guest House, Padel Court and Factory Store

• Manage daily front-of-house, guest house, padel court and factory store operations to ensure smooth service delivery and consistent standards.
• Maximise restaurant sales, guest house occupancy, padel court bookings, retail sales and overall profitability.
• Manage booking platforms, court booking systems, food order deliveries, guest arrivals and departures, and related customer-facing processes.
• Oversee housekeeping, maintenance, equipment, court standards, merchandising and product displays.
• Maintain quality control, SOP compliance, service standards and guest/customer satisfaction across all operating areas.
• Develop menu updates, seasonal pricing, promotions, displays, gift hampers, local products and new revenue opportunities.

Sales, Events, Marketing and Partnerships

• Drive functions, conferences, special events, leagues, tournaments and corporate events.
• Implement promotions, seasonal campaigns and loyalty programmes in collaboration with marketing.
• Increase social media engagement and support initiatives that grow brand awareness and customer participation.
• Build relationships with tour operators, local businesses, clubs, schools and other relevant partners.

Financial Management, Costing and Controls

• Prepare annual budgets, analyse weekly sales, monitor departmental profitability and report on monthly KPIs.
• Achieve sales, gross profit and revenue targets while controlling employee, stock and operating costs.
• Cost products and services accurately and maintain appropriate pricing controls.
• Place orders with suppliers and service providers and submit invoices for payment.
• Approve overtime and tips for payment and manage limited petty cash reconciliations where applicable.
• Actively manage accounts receivable, accounts payable, internal controls and financial procedures.

Stock, Inventory and Supplier Management

• Ensure effective stock rotation, stock ordering, stock-taking processes and inventory accuracy.
• Control stock, shrinkage, waste and related reporting across operating areas.
• Manage supplier relationships and ensure ordering efficiency.
• Oversee stock takes of food, beverages, cutlery, retail products and other operational stock items.

Health, Safety, Hygiene and Maintenance Compliance

• Maintain general housekeeping, hygiene, equipment maintenance and workplace safety standards.
• Ensure compliance with Soill safety policies, procedures, hygiene rules and applicable protective clothing requirements.
• Participate in safety meetings, safety talks, committees and relevant safety forums.
• Follow up on safety actions assigned through meetings, committees, representatives or management.
• Report all safety incidents to the relevant people and distribute safety information when required.
• Attend safety education and refresher programmes and ensure annual COA compliance.

Customer Experience and Service Excellence

• Improve customer satisfaction, guest reviews, complaint handling and repeat business.
• Ensure a high-quality customer experience across the restaurant, guest house, factory store, padel court and events.
• Set the appropriate ambience and service tone for local, higher-end and foreign customers.

Continuous Improvement, Projects and Internal Controls

• Streamline operations and identify gaps in internal controls, procedures and working methods.
• Implement and manage key performance indicators, metrics and operational reporting.
• Apply problem-solving and "thinking on your feet" skills to resolve operational challenges.
• Participate in CAPEX projects, upgrades and improvement initiatives.

People Management, Communication and Development

• Ensure overall compliance with relevant procedures and policies, including clearly defined job profiles for all team members.
• Allocate resources appropriately to meet operational demands and maintain staff productivity and efficiency.
• Review goals regularly, provide coaching and mentoring, and support achievement of team objectives.
• Ensure development plans, training and succession planning are in place to meet current and future business requirements.
• Delegate responsibilities relating to shifts, training, customer relations and team structure.
• Ensure that team events, activities, operational changes and expectations are communicated effectively.

Desired Experience & Qualification

Requirements Qualification and Experience

• 5 to 8 Years' relevant experience within the hospitality industry
• Strong commercial and financial acumen
• Solid experience in restaurant and accommodation management
• Knowledge of POS, reservations and stock management systems
• Driver license and own transportation
• Literate on MS Office Suite.

Knowledge, Skills and Attributes

• Customer-focused and service-orientated
• Commercially minded with strong financial awareness
• Energetic, resilient and able to work under pressure
• Hands-on, practical and solutions-driven
• Professional, confident and well-presented
• Strong leader with effective delegation skills
• Organised, detail-orientated and quality driven
• Proactive and improvement focused
• Reliable, accountable and ethical
• Flexible and adaptable across different operational areas
• Strong communicator and relationship builder

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