General Manager

General Manager

Position Summary:

The General Manager is responsible for all aspects of hotel operations, including day-to-day staff management and guest relations. They serve as an ambassador for both the brand and the hotel, providing leadership and strategic direction to all departments in support of service excellence, operational efficiency, and guest satisfaction. This role works closely with hotel ownership and key stakeholders.

The General Manager is accountable for leading the hotel’s management team (Heads of Department) and ensuring achievement of performance targets while balancing profitability and guest experience.

Duties and Responsibilities:

• Oversee hotel operations in alignment with the organizational structure.
• Conduct regular meetings and briefings with all department heads.
• Ensure full compliance with operating standards, policies, procedures, and service protocols.
• Lead key initiatives including capital projects, service improvements, and renovations.
• Address guest complaints and oversee effective service recovery.
• Prepare, present, and achieve goals outlined in the annual Operating Budget, Marketing & Sales Plan, and Capital Budget.
• Monitor and drive hotel profitability while ensuring guest satisfaction goals are met or exceeded.
• Make strategic decisions in the best interest of the hotel and stakeholders.
• Develop short- and long-term strategic goals and ensure achievement of budgetary objectives.
• Identify and implement cost-saving and operational improvement initiatives.
• Analyze profit and loss statements and take data-driven actions.
• Review daily business reports and make informed operational decisions.
• Ensure monthly financial forecasts for departments (Rooms, F&B, Admin, etc.) are on target and accurate.
• Maximize room yield and revenue through innovative sales strategies and yield management.
• Prepare monthly financial reports for ownership and stakeholders.
• Participate in budgeting and financial planning processes.
• Support procurement of supplies, equipment, and third-party vendor services.
• Serve as the final decision-maker in hiring key staff members.
• Coordinate closely with department heads to execute hotel operations effectively.
• Oversee and mentor department leaders to support professional development.
• Take ownership of guest complaints and ensure satisfactory resolution.
• Provide strong leadership across all aspects of hotel operations.
• Lead the hotel in business planning and operational excellence.
• Respond effectively to internal and external audits and drive continuous improvement.
• Support corporate client relations and assist in client acquisition alongside the sales team.
• Contribute to residential sales efforts as needed, especially in high-potential areas.
• Ensure compliance with safety, legal, fire, and health regulations.

Prerequisites:

The ideal candidate is an experienced, intelligent, and hands-on hotel professional with exceptional leadership and management capabilities. They must be flexible and available to work weekends, holidays, and evenings as needed.

Education:

A university degree in Hotel Management or a related field. Experience with hotel openings, repositioning, or management with a strong performance track record is preferred. Proficiency with hotel management systems is essential.

Experience:

• 15–20 years of experience in the hospitality industry, including significant luxury and international exposure.
• 5–10 years in a senior leadership role (e.g., General Manager or Deputy General Manager), ideally with remote or destination property experience.