General Manager in London

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 / if 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 / expectations are met.
• 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.
• Strong understanding of P&L management and Accounts, to be able to forecast and budget following scheduled requirements set by Brightstar Hospitality Management.
• Work in close collaboration with the Central Team: Group Sales, Marketing, Finance and HR to maximise operational efficiencies.
• Use company systems and processes to maximise revenues, distribute the hotel and control profitability.
• Manage and control payroll in line with business levels and budgets.

Responsible Business

• Ensure a safe and secure environment for guests, colleagues, and hotel assets in compliance with policies and procedures and regulatory requirements.
• Ensure Health & Safety and Fire Safety meets the legal standards to ensure compliance and an effective collaboration with ADL Associates.
• Ensure Food Safety meets the minimum legal stand and develop best practices to fully comply with the local regulations.
• Act as public relations representative to raise awareness of hotel and brand in the local community.
• Serve as manager on duty as and when required.
• Drive and maximise Sales by working closely with the wider Sales team as well as maximising on site sales through upselling and detailed revenue capture opportunities.
• Perform any other reasonable tasks as required to ensure the safety and success of the business.
• Comply with all company policies, procedures, and operational standards including any hotel-specific brand standards.
• Complete all E-learning and mandatory training within required timeframes.

Skills and Qualifications

• Proven leadership experience in hotel management, with expertise in Sales, Operations and Food & Beverage.
• Experience in boutique, high-occupancy properties.
• Demonstrated ability to drive F&B concepts and revenue.
• Strong operational focus and a hands-on approach.
• Commercial and financial acumen, including P&L management.
• Proficiency with Microsoft Office, PMS, and POS systems.
• Excellent communication and leadership skills, with the ability to inspire teams.
• Flexibility to work evenings, weekends, and holidays as needed.
• Experience in a similar role with a significant background in both Rooms Division and Food & Beverage.
• Strong operational focus with a hands-on approach.
• Previous experience in being responsible for and driving food and beverage sales and service, developing, and implementing concepts and products.
• Experience working in a medium sized boutique independent establishment operating at high occupancy.
• Due to the nature of the business the role requires flexibility of working evenings, weekends & bank holidays, and attend various meetings organised by the Management Company, in any UK location.
• Strong commercial and financial acumen.
• Excellent IT Skills (Microsoft Office, PMS and POS systems essential).
• Effective communication and leadership skills, with the ability to communicate across all levels.

The above responsibilities are intended to describe the general nature of the role and are not intended to be an exhaustive list.