General Manager

Brightstar is an award-winning hospitality management company, with a proven track record in delivering excellence. Our motto is people, quality, profit, and it’s no accident that people come first. We know that great things come from great people! We are passionate about creating an environment where our employees can bring their A-game and be their best selves.

As General Manager, you’ll provide day-to-day leadership and direction by maximising financial returns, driving development of people as well as creating and maintaining a unique and memorable guest experience throughout. You’ll lead from the front with direction to maximise financial returns through revenue generation and productivity to ensure increased levels of customer satisfaction.

Brightstar’s values are at the heart of everything we do: Have Fun, Enjoy Your Work, Act with Integrity, Reach for More, and Take Care. You’ll bring these values to life by creating a workplace that is motivating, rewarding, and built on trust. You’ll inspire your team to aim high and grow, while ensuring every guest experience is delivered with care and authenticity. With your passion for hospitality and high standards, you’ll energise this hotel to drive strong revenue, deliver operational excellence, and make a lasting impact on both your people and your guests.

Objectives of this role:

• Foster a collaborative and supportive environment where employees feel valued and motivated.
• Drive exceptional guest experiences and satisfaction (Exceed Quality metrics set targets for branded property).
• Oversee efficiency and profitable operations.
• Maximise revenue and profitability through strategic planning and execution.
• Represent the property as a trusted community figure and brand ambassador.

Key Responsibilities:

People:

• Recruit, develop and maintain a team that is engaged and delivers the highest standards and experiences, following Brightstar HR procedures.
• Ensure an effective onboarding process is in place for all new starters, using PlanDay.
• Motivate, coach and mentor teams building an internal pipeline for succession.
• Establish performance and development goals for team members and provide mentoring, coaching and regular feedback to enhance performance.
• Ensure all Brightstar HR policies are being adhered to across the business and provide guidance when required to Heads of Departments.
• Control Payroll structure and maximise hours productivity, following budgeted KPIs and using internal Brightstar tools.
• Communicate effectively with your line Manager and any Central employees at Brightstar, to maintain a strong People culture between the property and above property.

Quality:

• Drive improvement in guest satisfaction goals.
• Collaborate with colleagues and hotel team to establish and implement services and programs that exceed guest expectations.
• Drive guest quality scores performance metrics across the business via Heads of Departments to ensure all benchmarks are met.
• Respond to all guest feedback within an acceptable timeframe.
• Action improvements as and when needed to ensure positive future feedback.
• Ensure property maintains a high standard of maintenance with ongoing PPM in place.
• Grow guest satisfaction and online reputation metrics through targeted actions.
• Create, communicate, and drive Company standards to head of Departments and ensure compliance within Brightstar brand guidelines.
• Act as central communications point during emergency / crisis situations and ensure the procedures are kept up to date.
• Prepare and submit statistical, performance and reports as required by Brightstar Hospitality Management.
• Ensure good daily communication within the departments for efficient daily operations.

Profit:

• Maintain an effective control of revenue and expenditure to achieve optimum financial efficiency, generating expected GOP % and EBITDA % conversion.
• Ensure HOD’s are operating within their set budgets, managing expenditure, mitigating if required.