Hotel Manager

Responsibilities

• Lead the overall daily operations of the hotel, ensuring exceptional guest satisfaction and service excellence.
• Oversee all departments, including Front Office, Housekeeping, Food & Beverage, Reservations, Maintenance, Spa, and Events.
• Ensure compliance with five-star service standards and brand requirements.
• Drive guest engagement and maintain high levels of customer satisfaction.
• Handle VIP arrivals, special requests, and guest recovery situations.
• Monitor online reputation and guest feedback, implementing continuous improvement initiatives.
• Develop and implement operational strategies to maximize efficiency and profitability.
• Prepare and manage annual budgets, forecasts, and financial performance targets.
• Analyze key performance indicators (KPIs) and implement corrective actions when necessary.
• Optimize room revenue, occupancy, average daily rate (ADR), and Rev PAR.
• Collaborate with Sales and Marketing teams to increase market share and revenue opportunities.
• Ensure effective cost control while maintaining luxury service standards.
• Recruit, train, mentor, and develop department heads and team members.
• Foster a positive, professional, and performance-driven work environment.
• Conduct regular management meetings and departmental reviews.
• Ensure compliance with local laws, regulations, and hotel policies.
• Maintain health, safety, security, and hygiene standards throughout the property.
• Oversee maintenance and asset management to ensure the hotel remains in excellent condition.
• Build strong relationships with owners, stakeholders, suppliers, and local partners.
• Monitor competitive market trends and adapt business strategies accordingly.
• Support the planning and execution of special events, functions, and high-profile guest stays.
• Ensure seamless communication and collaboration between all hotel departments.
• Lead sustainability and environmental initiatives where applicable.
• Act as the primary representative of the hotel within the local community and hospitality industry.
• Prepare regular operational and financial reports for senior management and ownership.

Your profile

Minimum 5 years' management experience in a luxury five-star hotel, with at least 2 years in a Hotel Manager or Operations Manager role.

Proven leadership and team management skills, with the ability to motivate, develop, and retain high-performing teams.

Strong financial acumen

, including budgeting, forecasting, cost control, and revenue optimisation.

Extensive knowledge of hotel operations

, including Front Office, Housekeeping, Food & Beverage, and Guest Services.

Exceptional guest service skills

, with a demonstrated ability to deliver outstanding guest satisfaction and resolve complex guest issues.

Experience with hotel property management systems (PMS) such as Protel, Opera Cloud, Oracle Opera, or similar platforms.

Excellent communication and interpersonal skills

, with fluency in English; additional languages are highly desirable.

Thorough understanding of health, safety, hygiene, and regulatory compliance

, including HACCP and occupational health and safety requirements.

Strong problem-solving and decision-making abilities

, with the capacity to perform effectively in a fast-paced luxury hospitality environment.

Bachelor's degree or diploma in Hospitality Management, Hotel Administration, Business Management, or a related field.

• The opportunity to rent accommodation in one of our staff houses, conveniently located in Zermatt or Täsch
• Attractive employee, family & friends room rates, as well as various discounts (for example, in the many restaurants of the MRH-Zermatt SA hotels)
• A fitness room is available for our employees, along with a wide range of sports activities in Zermatt
• Access to our pool area during staff swimming hours
• Through our development program, you will have access to various training courses, such as those offered by the Ritzy company
• Discounts on seasonal or annual mountain lift passes with the Zermatt resident card
• For employees who are unable or prefer not to work both the winter and summer seasons in Zermatt, we offer support—together with our partner hotels—in finding a complementary position

Benefits

• The opportunity to rent accommodation in one of our staff houses, conveniently located in Zermatt or Täsch
• Attractive employee, family & friends room rates, as well as various discounts (for example, in the many restaurants of the MRH-Zermatt SA hotels)
• A fitness room is available for our employees, along with a wide range of sports activities in Zermatt
• Access to our pool area during staff swimming hours
• Through our development program, you will have access to various training courses, such as those offered by the Ritzy company
• Discounts on seasonal or annual mountain lift passes with the Zermatt resident card
• For employees who are unable or prefer not to work both the winter and summer seasons in Zermatt, we offer support—together with our partner hotels—in finding a complementary position
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