Position Summary The Service Apartment Manager is responsible for the overall day-to-day operations, guest experience, property standards, team management, and operational efficiency of the service apartment. Key Responsibilities 1. Property Operations Oversee the daily operations of the service apartment and ensure smooth coordination among Front Office, Housekeeping, Maintenance, Security, and support functions. Ensure apartments, facilities, and public areas are maintained to the required standards. Monitor daily operational issues and ensure timely solutions. Ensure apartments are properly prepared for new and existing residents. 2. Guest & Resident Experience Maintain high standards of guest and resident service. Build positive relationships with long-stay, corporate, and VIP residents and landlords. Handle escalated complaints and service issues professionally. Monitor guest feedback and recommend improvements to management. Ensure effective coordination for check-in, check-out, requests, and resident services. 3. Coordination with Sales & Marketing Work closely with the Sales & Marketing Director to support corporate client acquisition and relationship management. Provide operational information, availability, property conditions, and service details required for corporate proposals and client discussions. Support property viewings and corporate client visits when required. Maintain good relationships with existing corporate clients and support service delivery after contracts are secured. Assist the Sales & Marketing team in identifying potential corporate clients through operational and market contacts. 4. Payment Collection & Receivables Work closely with the senior management team to monitor payment status and outstanding receivables. Follow up with residents and corporate clients regarding outstanding payments based on agreed payment terms. Maintain accurate records of outstanding balances and payment follow-ups. Escalate overdue accounts and payment issues to management and the Sales & Marketing Director. Support timely collection of rental, service, and other applicable charges. 5. Team Management Lead, supervise, and motivate the service apartment team. Manage staffing, duty schedules, performance, and daily work allocation. Conduct regular team briefings and ensure clear communication. Provide coaching and training to improve service quality and staff performance. Maintain discipline and a professional, customer-focused working environment. 6. Cost & Operational Control Monitor operating expenses and control unnecessary costs. Ensure proper use and control of housekeeping supplies, amenities, linen, and other operational resources. Coordinate with Finance and Management on operational budgets and expenses. Identify opportunities to improve efficiency without compromising service quality. 7. Maintenance, Safety & Compliance Ensure regular maintenance of apartments, facilities, equipment, and common areas. Coordinate with Maintenance and external contractors to resolve issues promptly. Ensure appropriate safety, security, and emergency procedures are followed. Ensure compliance with company policies and applicable regulations. 8. Reporting & Management Support Prepare regular reports on occupancy, operational issues, guest feedback, receivables, maintenance, staffing, and other relevant matters. Provide management with recommendations for improving service quality and operational efficiency. Coordinate closely with the General Manager, Sales & Marketing Director, Finance, and other relevant departments. Key KPIs Operational efficiency and service standards Guest / resident satisfaction Property maintenance and cleanliness Staff productivity and performance Payment collection and receivables follow-up Corporate client service support Operating cost control Timely resolution of guest and operational issues