General Manager

General Manager

Principal Responsibility & Position Purpose

The General Manager (GM) is responsible for overseeing all hotel operations ensuring the highest standards of guest service operational efficiency and financial performance. This leadership role encompasses the comprehensive management of hotel staff the strategic elevation of guest satisfaction and the protection of the propertys asset value all while strictly upholding corporate policies statutory regulations and profit goals.

SECTION TWO: DUTIES & RESPONSIBILITIES

1. Strategic Leadership & Business Policy

• Formulate implement monitor and control successful business policies and long-term corporate strategies.
• Prepare and execute the rolling strategic plan in line with the overall corporate vision.
• Act as the primary custodian of the companys performance as agreed upon with the Board of Directors safeguarding all commercial and operational interests.
• Promote a highly positive productive and motivated working environment through progressive participative management techniques.
• Maintain seamless communication and strong working relationships with all internal and external stakeholders including suppliers vendors and community authorities.

2. Financial Management & Administrative Control

• Assume overall financial responsibility for the entire business operations including profit and loss (P&L) accountability.
• Develop oversee and manage the annual operational budgets key performance indicators (KPIs) and capital expenditure (CAPEX) programs to maximize profitability.
• Analyze monthly financial reports occupancy rates and operational metrics to identify performance gaps and implement corrective strategies.
• Administer payroll functions manage the Human Resources budget and meticulously forecast monitor and control wage and labor costs.
• Track record and implement strategies to minimize operational costs food and beverage cost of sales breakages stock wastage and resource consumption (e.g. electricity and water).

3. Revenue Management Sales & Marketing

• Drive the propertys revenue management decisions including the structuring of group corporate and inbound partner rates.
• Lead regular daily weekly and monthly revenue optimization and yield management meetings.
• Design execute and monitor a comprehensive annual 12-month sales and marketing plan to boost occupancy strengthen market presence and elevate brand visibility.
• Provide strategic guidance to the sales team ensuring strict alignment with commercial targets and personally participate in at least two external sales calls per week.
• Complete a thorough annual competitor analysis to continuously evaluate defend and improve the propertys competitive positioning within its direct market set.

4. Rooms Division & Property Maintenance

• Supervise and coordinate daily rooms division operations including Front Office and Housekeeping to ensure immaculate property presentation.
• Conduct systematic monthly inspections of all guest rooms public areas and back-of-house zones to enforce strict aesthetic cleanliness and storage standards.
• Collaborate closely with engineering personnel to oversee the Building Management function maintain asset integrity and execute robust preventative maintenance plans.
• Manage property specific legal setups asset structures and landlord/strata relationships where applicable.

5. Food & Beverage (F&B) Excellence

• Ensure consistently high standards of food preparation safety presentation and service quality across all F&B outlets.
• Drive innovation creativity and menu engineering concepts actively participating in the development of food promotions and culinary events.
• Ensure that F&B senior leadership conducts mandatory pre- and post-briefings for each meal period to align staff on daily VIP protocols covers and active promotions.
• Enforce robust food safety and sanitation tracking systems to remain fully compliant with local and international public health standards.
• Review verify and authorize general food and beverage requisitions to optimize inventory control and guarantee accurate vendor deliveries.
• Encourage team excellence and brand prestige by facilitating outlet involvement in industry-based culinary or service competitions at local and national levels.

6. Human Resources & Talent Development

• Oversee the recruitment interviewing selection and onboarding of top-tier department heads and operational staff.
• Provide active mentorship professional coaching and ongoing career development pathways to enhance team effectiveness morale and retention.
• Establish structured departmental team rosters in advance balancing operational occupancy demands with lean labor structures.
• Conduct regular documented team training sessions using both corporate training programs and on-the-job technical coaching.
• Enforce corporate grooming presentation uniform and behavioral standards across all departments.
• Conduct comprehensive annual performance appraisals for all direct reports addressing substandard performance immediately and constructively while rewarding high-achievers.

7. Guest Relations & Quality Assurance

• Lead the guest complaint recovery process ensuring outstanding guest service by proactively addressing concerns and resolving escalations to achieve full satisfaction.
• Establish strict quality service baselines ensuring guest feedback and preferences are captured systematically to tailor future stays and build long-term brand loyalty.

8. Risk Management & Statutory Compliance

• Maintain absolute familiarity with and ensure strict team adherence to corporate policies regarding fire hygiene security health and occupational safety.
• Secure maintain and renew all mandatory operating licenses permits and municipal compliance certificates required to safeguard operational integrity.
• Produce and submit comprehensive operational and compliance reports to the Board of Directors and corporate senior leadership in a timely manner.
• Maintain flexibility to spearhead special projects and execute alternative operational tasks as reasonably directed by the Board.

SECTION THREE: ORGANISATIONAL RELATIONSHIPS

• Supervises: All Heads of Departments (HODs)
• Liaises With: Food & Beverage Manager Operations Manager Financial Controller Executive Housekeeper Group Executive Chef Chief Financial Officer (CFO) and the Directors Office.
• Replaces: N/A
• Replaced by: Designated Operations Manager / Appointed HOD as approved by the Board.

Experience: 5 years and above in the Hospitality industry.