Job Purpose
The General Manager is responsible for the overall leadership, strategic direction, operational excellence, financial performance, guest satisfaction, and people management of the hotel. The role ensures that the hotel delivers exceptional guest experiences while maintaining profitability, operational efficiency, compliance, and alignment with the organization's vision and standards.
Key Responsibilities
Strategic Leadership
Develop and implement the hotel's strategic and operational plans.
Drive business growth and profitability.
Identify opportunities for new revenue streams and partnerships.
Ensure the hotel remains competitive within the hospitality and tourism market.
Provide regular performance reports to the Board/Owners.
Operational Management
Oversee day-to-day hotel operations.
Ensure smooth coordination between all departments.
Maintain high standards of guest service and hospitality.
Monitor service quality and implement continuous improvement initiatives.
Ensure efficient management of hotel assets and facilities.
Financial Management
Prepare and manage annual budgets.
Monitor revenues, expenditures, and profitability.
Ensure effective cost control and resource utilization.
Review financial reports and take corrective action where necessary.
Drive occupancy, room yield, food and beverage sales, and overall revenue growth.
Guest Experience and Customer Service
Ensure exceptional guest satisfaction and memorable experiences.
Address guest complaints and service recovery issues promptly.
Monitor guest feedback from online platforms and internal surveys.
Implement initiatives that enhance customer loyalty and repeat business.
Sales and Marketing
Lead efforts to increase occupancy and market share.
Develop relationships with tour operators, travel agents, corporate clients, NGOs, and government agencies.
Support marketing campaigns and promotional activities.
Build the hotel's brand visibility within local and international tourism markets.
Human Resource Management
Recruit, develop, and retain high-performing employees.
Foster a positive organizational culture and employee engagement.
Conduct performance reviews and coaching sessions.
Ensure staff training and professional development.
Enforce company policies and disciplinary procedures.
Quality Assurance and Compliance
Ensure compliance with hospitality industry regulations and standards.
Maintain health, safety, environmental, and security standards.
Ensure compliance with labour laws and statutory requirements.
Oversee risk management and business continuity measures.
Community and Stakeholder Relations
Build strong relationships with local communities and stakeholders.
Promote sustainable tourism practices.
Represent the hotel in industry forums and tourism associations.
Support corporate social responsibility initiatives.
Key Performance Indicators (KPIs)
Financial
Revenue growth
Gross Operating Profit (GOP)
Budget adherence
Cost control targets
Occupancy rate
Average Daily Rate (ADR)
Revenue per Available Room (RevPAR)
Customer
Guest satisfaction scores
Online review ratings
Guest retention rate
Complaint resolution time
People
Employee engagement score
Staff turnover rate
Training completion rates
Performance management compliance
Operations
Service quality standards achieved
Health and safety compliance
Audit results
Maintenance response times
Qualifications
Education
Bachelor's Degree in Hospitality Management, Hotel Management, Tourism Management, Business Administration, or related field.
Experience
Minimum 8 - 10 years' experience in hospitality management.
At least 5 years in a senior leadership role within a hotel, lodge, resort, or hospitality establishment.
Experience managing remote safari lodges or tourism facilities is highly desirable.
Professional Qualifications
Membership in relevant hospitality or tourism professional bodies.
Training in leadership, finance, customer service, and hospitality operations will be an added advantage.
Competencies
Leadership Competencies
Strategic Thinking
Business Acumen
Decision Making
Results Orientation
Change Leadership
Interpersonal Competencies
Team Leadership
Communication Skills
Stakeholder Management
Negotiation and Influence
Conflict Resolution
Personal Attributes
High Integrity
Customer-Centric Mindset
Resilience and Adaptability
Problem Solving Skills
Attention to Detail
Working Conditions
Based in Amboseli with occasional travel.
May be required to work weekends, public holidays, and extended hours depending on operational needs.
Accommodation may be provided where applicable.
Success Profile
A successful General Manager will create an outstanding guest experience, build a highly engaged team, maintain strong community relationships, achieve sustainable profitability, and position the hotel as a preferred destination within the Amboseli tourism market.