General Manager

Position Summary: The General Manager is responsible for the overall management, operational performance, profitability, guest satisfaction, and strategic direction of the hotel. The role requires strong leadership across all hotel departments, ensuring that operational standards, financial objectives, service quality, compliance, and employee engagement are consistently achieved. The General Manager will act as the primary leader and brand ambassador of the property, creating a culture of service excellence while maximizing revenue, controlling costs, and delivering sustainable business results.

Key Responsibilities: 1. Overall Hotel OperationsOversee the day-to-day operations of the entire hotel. Ensure smooth coordination between Front Office, Housekeeping, Food & Beverage, Kitchen, Engineering, Security, Sales & Marketing, Finance, HR, and other departments. Establish and maintain high operational and service standards. Ensure compliance with hotel SOPs, brand standards, statutory requirements, and safety regulations. Conduct regular operational inspections and management meetings. Identify operational gaps and implement corrective and preventive actions. Ensure the hotel is consistently maintained in a clean, safe, efficient, and guest-ready condition.2. Guest Experience & Service Excellence Drive a strong guest-centric culture throughout the hotel. Monitor guest satisfaction, reviews, complaints, and feedback. Personally handle VIP guests, escalated complaints, and service recovery situations. Establish systems to improve guest satisfaction and repeat business. Ensure consistent delivery of hospitality standards at every guest touchpoint. Monitor online reputation and take corrective action where required. Take overall responsibility for the hotel's P&L and financial performance. Develop and monitor annual budgets, forecasts, and business plans. Maximize hotel revenue through effective room, F&B, banquet, events, and ancillary revenue strategies. Monitor GOP, RevPAR, ADR, occupancy, departmental profitability, payroll, and operating costs. Control expenses without compromising guest experience or operational standards. Review daily, weekly, and monthly financial reports and take timely corrective action. Work closely with Finance, Revenue Management, Sales, and F&B teams to improve profitability.4. Revenue & Business Development Develop strategies to maximize occupancy, ADR, RevPAR, and overall hotel revenue. Work closely with Sales & Marketing and Revenue Management teams on pricing and market strategies. Identify new business opportunities, corporate accounts, MICE business, weddings, events, and local partnerships. Monitor competitor performance, market trends, demand patterns, and pricing. Support the development and implementation of annual sales and marketing plans.5. Food & Beverage OperationsOversee restaurants, bars, banquets, room service, catering, and other F&B operations. Ensure food quality, service standards, hygiene, and guest satisfaction. Monitor F&B revenue, food cost, beverage cost, labor cost, wastage, and profitability. Develop initiatives to improve covers, average check, outlet profitability, and banquet revenue. Ensure compliance with food safety and hygiene standards. Lead, coach, mentor, and develop the hotel's management team. Establish clear performance objectives and accountability across departments. Conduct regular management reviews and performance evaluations. Build a positive, professional, and service-oriented workplace culture. Support recruitment, training, succession planning, and talent development. Address employee relations and disciplinary matters fairly and professionally. Maintain high levels of employee engagement and retention.7. Sales, Marketing & Brand ManagementWork closely with Sales & Marketing to achieve business targets. Strengthen the hotel's market positioning and competitive advantage. Participate in key client meetings, corporate negotiations, trade events, and business development activities. Build relationships with corporate clients, travel partners, event organizers, local businesses, and other stakeholders. Ensure brand standards and positioning are consistently represented.8. Quality Assurance & Compliance Ensure compliance with applicable hotel, labor, fire, health, food safety, licensing, and environmental regulations. Implement and maintain SOPs and internal control systems. Conduct regular audits and inspections. Ensure appropriate emergency preparedness and business continuity procedures. Maintain high standards of security, hygiene, fire safety, and workplace safety.9. Asset & Facility ManagementWork closely with Engineering and Maintenance to protect hotel assets. Ensure preventive maintenance programs are effectively implemented. Monitor the condition of guest rooms, public areas, restaurants, kitchens, back-of-house areas, and equipment. Participate in CAPEX planning and prioritize property improvement projects. Ensure energy, water, and other utility costs are effectively managed.10. Stakeholder Management Maintain effective relationships with hotel owners, management companies, brand representatives, government authorities, vendors, key clients, and community stakeholders. Prepare and present operational and financial performance reports to ownership/corporate management. Ensure alignment between ownership expectations and hotel operational objectives. Key Performance Indicators (KPIs) The General Manager will be evaluated on, among other factors: Hotel revenue and profitabilityGOP / EBITDA performance OccupancyADR and RevPARF&B revenue and profitability Guest satisfaction scores Online reputation and review ratings Employee engagement and retention Cost control and departmental productivity Budget achievement Sales and business development performance Brand/SOP compliance Health, safety, hygiene, and statutory compliance Asset condition and maintenance standards ExperienceTypically10–15+ years of progressive hotel experience, with significant experience in senior operational leadership. Previous experience as Hotel Manager, Resident Manager, Operations Manager, or General Manager in a full-service/upscale hotel is preferred. Strong experience in Rooms Division and Food & Beverage operations. Demonstrated experience managing budgets, P&L, revenue, profitability, and large teams. Experience in pre-opening, renovation, repositioning, or turnaround projects is an advantage. Strong leadership and people-management skills Excellent communication and interpersonal skills Commercial and financial acumen Guest-service orientation Strategic thinking and business planning Problem-solving and decision-making ability Revenue and cost-management knowledge Crisis and emergency management capability Knowledge of hotel technology/PMS, POS, and reporting systems Strong understanding of hospitality standards and SOPsAbility to work under pressure and manage multiple priorities High level of integrity, professionalism, and accountability

Working Conditions: The position requires flexibility to work extended hours, weekends, holidays, and during special events or operational emergencies. The General Manager is expected to maintain a visible leadership presence throughout the property. The role may require travel for business meetings, sales activities, training, conferences, and corporate requirements.