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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

Requirements

• Bachelor's degree in Hospitality, Business Administration, Hotel Management, or a related field.
• 5+ years of experience in hotel, serviced apartment, residence, or hospitality operations, including supervisory or management experience.
• Strong knowledge of property and guest service operations.
• Good understanding of receivables and payment follow-up processes.
• Strong leadership, communication, coordination, and problem-solving skills.
• Ability to work closely with Management team.
• Good command of English and Myanmar languages.