Hotel General Manager

About the role

The General Manager provides overall leadership and direction for the hotel, ensuring operational efficiency, excellent guest satisfaction, employee productivity, regulatory compliance and profitability. The role covers strategic planning, financial management, revenue generation, operations, human resources, quality assurance, health and safety, asset management, procurement, compliance and reporting to ownership or Group Management.

Key responsibilities

• Develop and implement business plans, operational objectives and strategies aligned with ownership or Group Management goals.
• Prepare and manage budgets, monitor revenue and expenses, control costs and achieve financial targets.
• Oversee sales, marketing, pricing, occupancy, room revenue, food and beverage revenue and business development.
• Supervise all departments, ensure compliance with Standard Operating Procedures (SOPs) and maintain efficient daily operations.
• Ensure excellent service delivery, resolve major guest complaints, monitor guest feedback and maintain high service standards.
• Lead and evaluate heads of department, ensure effective staffing and training, promote employee engagement and enforce discipline with HR.
• Conduct regular inspections, monitor service standards, address audit findings and drive continuous improvement.
• Ensure guest and employee safety, emergency preparedness, security compliance and risk management.
• Maintain hotel facilities, equipment and assets, including energy and resource management.
• Ensure compliance with procurement procedures, effective stock control, prevention of wastage and accountability for resources.
• Ensure adherence to laws, company policies, financial controls, licences and regulatory requirements.
• Chair management meetings, coordinate departmental activities, resolve operational conflicts and promote teamwork.
• Review departmental KPIs, daily operational reports and monthly financial results, and report to ownership or Group Management.

Performance indicators

• Revenue and profitability against budget
• Occupancy, ADR and RevPAR performance
• Guest satisfaction and complaint resolution
• Payroll and operational cost control
• Employee turnover and productivity
• Quality audit and SOP compliance scores
• Maintenance, safety and regulatory compliance
• Achievement of departmental targets