Front Office Manager

Front Office Manager (General Manager Z Hotels)

Zolo | Z Hotels

Own the numbers. Enforce the standards. Lead from the front.

Why this role exists

Z Hotels is expanding across markets.

As we scale, each property cannot operate as a managed building. It must operate as a disciplined business unit.

Revenue, cost, guest experience, standards, people, reputation all converge at the hotel level.

Growth without property-level business ownership creates volatility.

Growth with disciplined General Managers creates predictability.

This role exists to ensure that each hotel operates as a commercially sharp, operationally disciplined, reputation-conscious business not just an occupied asset.

Your mandate is clear:

• Deliver predictable P&L performance for the assigned hotel
• Maintain strong guest ratings (4.9+ minimum benchmark)
• Protect margins without compromising service quality
• Build a disciplined, accountable property team
• Ensure alignment with central sales, finance, and operations

This is not a property management role.

It is a business leadership role.

About Zolo and Z Hotels

Finding dependable accommodation has historically been fragmented and inconsistent.

People settled for compromises because the system offered few trustworthy options.

Zolo reimagined living and hospitality as a connected journey.

Zolo Coliving simplifies urban living.

Z Vacations enables meaningful travel experiences.

Z Hotels serves the modern traveler with consistency, warmth, and operational discipline.

Today, over 100,000 people trust Zolo across different phases of life.

Our ambition is to build the most trusted living and hospitality ecosystem for the new generation by partnering deeply with property owners who think long term.

What you will be responsible for

Own P&L & Commercial Performance

• Track daily revenue, occupancy, ARR, RevPAR, and cost structure
• Drive initiatives to improve revenue yield
• Control expense leakage across payroll, utilities, and vendors
• Balance occupancy and pricing strategically
• Make data-driven commercial decisions
• Ensure predictable monthly financial performance

Drive Operational Excellence & Standards Discipline

• Conduct regular operational audits (rooms, lobby, service areas)
• Enforce SOP adherence across departments
• Reduce repeat complaints structurally
• Maintain safety and hygiene compliance
• Ensure smooth functioning during peak load

Lead Guest Experience & Reputation

• Review guest feedback daily
• Intervene personally in critical escalations
• Design recovery solutions where required
• Align team behavior with brand standards
• Protect and improve online ratings

Drive Sales & Market Orientation

• Build local corporate relationships
• Engage actively with central sales
• Identify demand pockets in local market
• Participate in pricing discussions
• Monitor competitor positioning

Build People & Culture Discipline

• Conduct structured team reviews
• Coach department heads
• Address underperformance directly
• Build second-line leaders
• Set professional tone across property
• Recognise and reward strong performance

Lead Crisis & Risk Management

• Respond decisively to escalations or incidents
• Communicate clearly with stakeholders
• Protect brand during breakdowns
• Conduct post-incident reviews
• Implement systemic corrections

Ensure Cross-Functional Alignment & Reporting Discipline

• Maintain clean MIS and financial reporting
• Communicate proactively with HO teams
• Flag risks early
• Align inventory with sales commitments
• Participate in structured performance reviews

What success looks like after 12 months

• Revenue and occupancy trends show stability and improvement
• Margins protected within defined thresholds
• Guest ratings consistently above 4.9+
• Repeat complaints reduce structurally
• Team maturity improves across departments
• Minimal surprise escalations to Head Office
• Hotel operates predictably even during peak periods
• Performance feels controlled not volatile.

Who this role is for

You will likely thrive here if:

• You think in numbers, not just service
• You are comfortable owning outcomes
• You stay calm under operational pressure
• You believe standards must be enforced daily
• You can balance people empathy with accountability
• You see a hotel as a business, not just a building

Experience we value

• 46 years in operations-facing roles
• Experience owning team performance and execution
• Exposure to revenue or cost accountability preferred
• Strong data orientation
• Ability to manage cross-functional stakeholders

Hospitality background is welcome but not mandatory.

Business maturity matters more than industry label.

The impact you will have

You will directly influence revenue stability and brand credibility.

You will shape the culture and discipline of the property.

And you will determine whether scale translates into sustainable performance.

Why join now

Z Hotels is in a scaling phase.

Property-level leadership will define whether growth compounds or creates chaos.

If you want to run a business, not just manage operations this is the right moment.