Job Description
To provide strategic leadership and overall management of the hospitality establishment, ensuring successful concept execution, operational excellence, revenue growth, and exceptional guest experience. The General Manager is responsible for aligning business strategy with market positioning, optimizing resources, and driving profitability while maintaining high service standards and brand integrity.
Key Responsibilities
Strategic Leadership & Concept Execution
Lead the execution of the hospitality concept from pre-opening to full operations.
Translate business vision into operational strategies, service standards, and guest experiences.
Align pricing models, target market positioning, and service offerings with business objectives.
Drive innovation in hospitality services (e.g., themed experiences, events, hybrid offerings).
Operations Management
Oversee daily operations across all departments (Front Office, Housekeeping, F&B, Maintenance, Security).
Ensure efficient service delivery, quality assurance, and adherence to SOPs.
Implement and monitor performance management systems across departments.
Maintain operational readiness, cleanliness, and service consistency.
Financial Management & Profitability
Develop and manage budgets, forecasts, and financial plans.
Monitor all revenue streams including rooms, F&B, events, and ancillary services.
Control operational costs while maintaining service quality.
Ensure accurate financial reporting and compliance with financial policies.
Sales, Marketing & Revenue Growth
Lead sales and marketing strategies including digital campaigns, partnerships, and promotions.
Drive occupancy rates and customer acquisition initiatives.
Build corporate partnerships, travel networks, and event-based revenue channels.
Oversee pricing strategies aligned with market demand and trends.
Guest Experience & Service Excellence
Establish and maintain service standards aligned with brand identity.
Monitor guest feedback and implement continuous improvement initiatives.
Handle high-level guest concerns and ensure effective resolution.
Drive customer satisfaction, loyalty, and brand reputation.
Human Resource & Team Leadership
Lead recruitment, onboarding, and development of staff.
Build a high-performance culture focused on accountability and service excellence.
Implement training programs to enhance professionalism and service delivery.
Manage staff performance, engagement, and retention.
Compliance, Risk & Governance
Ensure compliance with hospitality regulations, health and safety standards, and licensing requirements.
Maintain adherence to labor laws and internal HR policies.
Oversee risk management including safety, security, and operational risks.
Ensure audit readiness and compliance with internal controls.
Stakeholder & Brand Management
Act as the primary liaison between ownership, investors, and operations.
Represent the brand in external engagements and partnerships.
Build relationships with suppliers, regulators, and corporate clients.
Qualifications
Bachelor's Degree in Hospitality Management, Business Administration, or related field
MBA or equivalent is an added advantage
Minimum 8 - 12 years' experience in hospitality management
At least 3 - 5 years in a senior leadership role (GM/Hotel Manager/Operations Director)
Experience in hotel setup, rebranding, or concept development is highly preferred
Skills and Competencies
Strategic leadership and execution capability
Strong financial and commercial acumen
Excellent customer experience and service orientation
Strong people management and leadership skills
Operational excellence and problem-solving ability
Stakeholder management and relationship building
Risk management and compliance awareness
Excellent communication and interpersonal skills