Job Role

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.

2. Key Responsibilities

A. 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).

B. 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.

C. 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.

D. 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.

E. 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.

F. 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.

G. 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.

H. 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.

Qualification

3. 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

4. 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