Main Function
The General Manager is responsible for providing strategic leadership and overall operational oversight for the superior luxury hotel, ensuring exceptional guest experiences, operational excellence, profitability, and brand reputation. The role oversees all hotel departments including Front Office, Housekeeping, Food & Beverage, Kitchen Operations, Facilities, Security, Sales & Marketing, Finance, and Human Resources.
The ideal candidate must be an experienced hospitality leader with strong business acumen, exceptional leadership capabilities, and proven expertise in managing luxury hotel operations to international standards.
Role Responsibilities
Strategic Leadership and Business Management
Provide overall leadership and direction for all hotel operations.
Develop and implement strategic plans aligned with the hotel's vision, goals, and profitability targets.
Drive business growth, operational efficiency, and service excellence.
Monitor market trends and identify opportunities for expansion and competitive positioning.
Hotel Operations Oversight
Oversee daily operations across all hotel departments to ensure smooth and efficient service delivery.
Ensure all departments operate in compliance with established luxury hospitality standards.
Monitor operational performance and implement continuous improvement initiatives.
Ensure coordination between departments to achieve seamless guest experiences.
Guest Experience and Service Excellence
Ensure delivery of world-class guest service and personalized hospitality experiences.
Maintain exceptional standards in guest relations, ambiance, cleanliness, and service delivery.
Handle VIP guests, escalated complaints, and special requests professionally.
Monitor guest feedback and implement service enhancement strategies.
Financial Management and Profitability
Develop and manage operational budgets, forecasts, and financial plans.
Monitor revenue performance, occupancy, ADR, RevPAR, and profitability indicators.
Implement cost-control measures while maintaining service quality.
Review financial reports and ensure achievement of business targets.
Sales, Marketing, and Revenue Growth
Work closely with Sales and Marketing teams to increase occupancy and revenue.
Develop strategies for brand positioning, customer retention, and market expansion.
Build relationships with corporate clients, travel partners, and key stakeholders.
Support promotional campaigns, events, and business development initiatives.
Team Leadership and Human Capital Development
Lead and motivate departmental heads and staff to achieve operational excellence.
Foster a culture of professionalism, accountability, teamwork, and continuous improvement.
Support recruitment, staff development, succession planning, and performance management.
Ensure training programs are implemented to maintain luxury service standards.
Quality Assurance and Brand Standards
Ensure the hotel consistently maintains superior luxury hospitality standards.
Conduct routine inspections and operational reviews across departments.
Ensure adherence to SOPs, grooming standards, and operational policies.
Drive quality assurance initiatives and guest satisfaction programs.
Compliance, Health, Safety, and Security
Ensure compliance with statutory regulations, hotel policies, and hospitality industry standards.
Oversee health, safety, environmental, and security procedures.
Ensure emergency response plans and risk management measures are in place.
Maintain safe and secure environments for guests and staff.
Facilities and Asset Management
Oversee maintenance and upkeep of hotel facilities, equipment, and infrastructure.
Ensure preventive maintenance programs are effectively implemented.
Protect hotel assets and ensure proper utilization of resources.
Reporting and Stakeholder Management
Prepare operational and financial reports for executive management and stakeholders.
Represent the hotel in industry meetings, events, and external engagements.
Maintain strong relationships with regulatory authorities, vendors, and partners.
Competencies / Skills
Strong leadership and strategic management skills
Deep knowledge of luxury hotel operations and hospitality standards
Financial management and business development expertise
Excellent communication, negotiation, and interpersonal skills
Strong decision-making and problem-solving abilities
Customer service excellence and guest relations expertise
Operational planning and organizational skills
Behavioural Qualities / Other Competences
High level of professionalism and integrity
Visionary and results-driven mindset
Strong leadership presence and emotional intelligence
Detail-oriented with commitment to excellence
Ability to work under pressure and manage complex operations
Strong relationship-building and networking abilities
Experience / Qualification
Bachelor's degree or HND in Hospitality Management, Business Administration, or related discipline
Master's degree in Hospitality Management or Business Administration is an added advantage
Minimum of 10 - 15 years experience in the hospitality industry, with at least 5 - 7 years in senior management within luxury hotels
Proven track record in managing high-end or superior luxury hospitality operations
Professional hospitality certifications are an added advantage