| Detail | For this role |
|---|---|
| Department | Hospitality |
| Level | Senior management |
| Reports to | Hotel General Manager |
| Direct reports | Front Office Manager, Executive Housekeeper, Duty Manager |
| Experience | 8 to 12 years in hotel operations |
Resident Manager job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Resident Manager
Department: Hospitality
Reports to: Hotel General Manager
Location: [City], [office, branch or site]
About the role
A Resident Manager is the second in command of a hotel, running day to day operations for the General Manager. They oversee front office, housekeeping and guest services, handle escalations and keep the property running smoothly across shifts. The role reports to the Hotel General Manager. A good Resident Manager is on the floor where it matters, fixes problems before guests notice, keeps departments coordinated and steps into the GM's shoes without missing a beat.
Key responsibilities
- Oversee daily hotel operations across front office, housekeeping and guest services.
- Coordinate departments so arrivals, departures and events run smoothly.
- Handle guest complaints and escalations that need manager attention.
- Conduct daily briefings and property walkthroughs to check standards.
- Support the General Manager on revenue, cost and staffing decisions.
- Ensure safety, hygiene and security procedures are followed across shifts.
- Manage VIP guests and their special requests personally during stays.
- Review rosters and cover so every shift is properly staffed.
- Stand in for the General Manager when they are away.
- Develop supervisors and department staff on service standards and procedures.
Requirements
- Degree or diploma in hotel management
- Strong rooms division experience
- Front office or housekeeping leadership
- 8 to 12 years in hotel operations
KRAs and KPIs for a Resident Manager
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Operations quality | Daily operations run with no major service breakdown across shifts |
| Guest satisfaction | Guest satisfaction and review scores held above the agreed level |
| Complaint resolution | Escalated complaints resolved within the shift or agreed time |
| Standards | Walkthrough checks meet the service and cleanliness standard consistently |
| Shift cover | Every shift staffed to plan with no critical gap |
Skills and tools
Tools used day to day: Property management system, Channel manager, MS Excel, Guest feedback tools, Roster tools.
Reporting line and career path
Next roles: Hotel General Manager, Cluster Operations Manager, Area General Manager
Interview questions for a Resident Manager
- How do you keep departments coordinated during a full house?
- How do you handle a guest complaint the front desk could not resolve?
- What do you check on a property walkthrough?
- How do you ensure every shift is properly staffed?
- How do you step in for the General Manager smoothly?
- How do you keep service standards high across night and day shifts?
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What does a Resident Manager do?
A Resident Manager is the second in command of a hotel, running day to day operations for the General Manager. They oversee front office, housekeeping and guest services, handle escalations, run briefings and walkthroughs and keep the property coordinated across shifts. They report to the Hotel General Manager and stand in when needed.
What is the difference between a Resident Manager and a Hotel General Manager?
A Hotel General Manager owns the hotel's overall results: revenue, profit, strategy and owner relations. A Resident Manager runs daily operations and service on the floor, supporting the GM and standing in when they are away. The GM sets direction; the Resident Manager makes each day run smoothly.
What qualifications does a Resident Manager need?
Most Resident Manager roles ask for a degree or diploma in hotel management with strong rooms division experience and eight or more years in hotel operations, including front office or housekeeping leadership. The ability to coordinate departments and handle guests under pressure matters most.