Hotel Manager

Job Purpose

As the Hotel Manager at Crowne Plaza Kingston, you will provide strategic leadership and operational oversight, ensuring an exceptional guest experience while maximizing revenue and profitability. You will be responsible for driving brand standards, optimizing financial performance, fostering team development, and enhancing the hotels presence within the local market. Your role is crucial in delivering IHGs "True Hospitality" promise, ensuring the hotel operates efficiently and profitably while maintaining a culture of excellence.

Key Responsibilities

Operational Excellence

• Oversee the day-to-day operations, ensuring seamless execution of brand standards and operational strategies.
• Conduct regular property inspections, identifying areas for improvement and ensuring service excellence.
• Champion health, safety, security, and compliance standards, ensuring the safety and well-being of guests and colleagues.
• Act as Senior Manager on Duty, ensuring high service standards and addressing escalated guest concerns promptly.
• Work closely with department heads to optimize efficiency and guest satisfaction.

Financial & Revenue Management

• Drive revenue generation, ensuring maximum RevPAR (Revenue Per Available Room) and GOP (Gross Operating Profit).
• Analyse financial statements, budget forecasts, and key performance indicators to drive profitability.
• Implement cost-control measures while maintaining service excellence.
• Collaborate with Sales & Marketing to develop and execute revenue-driving initiatives.
• Ensure compliance with IHG financial policies and procedures.

Guest Experience & Brand Standards

• Lead a guest-focused culture, ensuring high satisfaction scores in IHG’s HeartBeat and Medallia guest feedback systems.
• Monitor online reviews and guest feedback, driving continuous improvement.
• Ensure all departments align with Crowne Plaza’s brand promise of making business travel work for our guests.
• Engage with VIP guests, groups, and corporate accounts to enhance relationships and loyalty.

People Leadership & Team Development

• Foster a culture of high performance, engagement, and accountability.
• Lead, coach, and mentor Heads of Departments, ensuring professional growth and alignment with IHG’s Winning Ways.
• Drive talent acquisition, onboarding, and training initiatives to build a strong leadership pipeline.
• Ensure compliance with IHG’s Way of Clean, Heart of House, and Winning Metrics programs.
• Promote teamwork and cross-departmental collaboration.

Sales, Marketing & Community Engagement

• Develop and execute local marketing strategies in collaboration with the Sales & Marketing team.
• Strengthen relationships with key corporate accounts, travel partners, and local businesses.
• Actively participate in industry and community events to elevate the hotel’s profile.
• Champion IHG One Rewards to drive loyalty and repeat business.

Capital Projects & Asset Management

• Oversee property maintenance and improvement projects to enhance guest experience and operational efficiency.
• Work with ownership and IHG to ensure investments align with brand and business priorities.

Qualifications & Experience

• Bachelor’s degree in Hotel Management, Business Administration, or related field.
• 5–7 years of hotel management experience, preferably in an upscale or full-service hotel.
• Strong financial acumen with experience in budgeting, forecasting, and financial reporting.
• Proven leadership in managing large, diverse teams and fostering a culture of excellence.
• Experience in managing guest relations, handling escalated concerns, and implementing service recovery strategies.
• Strong understanding of IHG systems (Hotel Key, Concerto, IHG Way of Clean, Winning Metrics, HeartBeat).
• Experience in Food & Beverage, Rooms Division, and Revenue Management preferred.

Personal Attributes & Competencies

• Guest-centric mindset with a passion for delivering exceptional hospitality.
• Strong interpersonal and communication skills, with the ability to engage and inspire teams.
• Proactive, results-driven leader with a strategic mindset.
• Ability to analyse data and make data-driven decisions to drive business success.
• High attention to detail and commitment to operational excellence.
• Ability to work flexibly, including evenings, weekends, and holidays as required.

Why Join Crowne Plaza & IHG?

At Crowne Plaza, we are more than just a hotel—we create an environment where guests can work, connect, and recharge effortlessly. As part of IHG Hotels & Resorts, you will benefit from:
✔ Global career growth opportunities across 6,000+ hotels
✔ Competitive salary and benefits package
✔ Learning & development programs through IHG Academy
✔ Exclusive IHG One Rewards travel perks
✔ A collaborative and inclusive workplace culture

If you are a dynamic leader with a passion for hospitality and driving excellence, we invite you to join Crowne Plaza Kingston and be part of our journey to deliver "True Hospitality for Good."

Apply now and let’s make business travel work—together.