General Manager

Key Roles and Responsibilities

Strategic Leadership

• Provide strategic leadership to the company
• Translate the Company's vision into measurable business outcomes.
• Develop and implement annual business plans aligned to the Company's strategic objectives.
• Identify opportunities for business growth, diversification and innovation.
• Build strategic partnerships that strengthen the Company's market position.
• Foster a culture of accountability, integrity and continuous improvement.

Business Performance and Growth

• Drive sustainable revenue growth across all business units.
• Improve profitability and operational efficiency.
• Identify new revenue streams and business opportunities.
• Monitor organisational performance against agreed targets.
• Lead strategic initiatives that enhance long-term sustainability.
• Ensure effective performance management across all departments.

Hotel Operations

Provide executive leadership for all hotel operations to ensure operational excellence and exceptional guest experiences.

Key responsibilities include:

• Accommodation Operations.
• Food and Beverage Services.
• Conferences and Events.
• Catering Services.
• Sales and Marketing.
• Guest Experience.
• Housekeeping.
• Front Office.
• Maintenance and Engineering.
• Security.
• Quality Assurance.

The General Manager shall ensure that hotel operations consistently deliver high-quality service, operational efficiency and strong commercial performance.

School of Hospitality

Provide executive oversight of the School of Hospitality, ensuring that it achieves its strategic, operational and financial objectives while maintaining the highest standards of hospitality education and regulatory compliance. Working closely with the Principal, the General Manager shall:

• Provide strategic leadership and oversight of the School.
• Ensure achievement of the School's strategic and financial objectives. • Support implementation of the School's strategic plan.
• Ensure compliance with all applicable TVET and education regulatory requirements.
• Strengthen partnerships with industry, employers and academic institutions.
• Support the continued growth and sustainability of the School.
• Foster collaboration between the Hotel and the School to maximise practical learning opportunities while respecting the School's independent operational objectives.
• Monitor the School's performance through agreed Key Performance Indicators and regular reporting by the Principal.

Financial Leadership

• Lead preparation and implementation of annual budgets.
• Drive revenue optimisation and profitability.
• Ensure prudent financial management and cost control.
• Strengthen cash flow management.
• Oversee procurement and inventory management. • Protect Company assets. • Strengthen internal financial controls.
• Ensure timely and accurate financial reporting.
• Monitor debtors, creditors and working capital.

Governance, Risk and Compliance

• Ensure implementation of Board policies and resolutions.
• Strengthen governance and accountability across the organisation.
• Ensure compliance with all statutory and regulatory requirements.
• Identify and manage organisational risks.
• Strengthen internal controls and operational policies.
• Ensure accurate and timely reporting to the Managing Director and Board.
• Promote ethical leadership and sound corporate governance.

People and Culture 

• Build and lead a high-performing management team.
• Develop leadership capability throughout the organisation.
• Drive performance management and accountability.
• Promote employee engagement and staff development.
• Support succession planning and talent management.
• Foster a positive organisational culture aligned with the Company's values.

Customer Experience and Brand

• Champion service excellence across all business units.
• Enhance guest satisfaction and customer loyalty.
• Protect and strengthen the Company's brand.
• Ensure effective complaint resolution.
• Promote innovation in customer experience.
• Maintain high hospitality service standards

Stakeholder and Partnership Management 

• Build strong relationships with customers, suppliers and business partners.
• Represent the Company with government agencies, regulators and industry associations.
• Strengthen partnerships supporting both the Hotel and the School.
• Maintain productive relationships with the local community and other stakeholders

Qualifications & Minimum Requirements

• Bachelor's Degree in Hospitality Management, Business Administration, Hotel Management or a related field from a recognised university. Preferred Qualifications
• Master's Degree in Business Administration (MBA), Hospitality Management or a related discipline.
• Professional qualifications in hospitality management, finance, leadership or corporate governance will be an added advantage.
• The successful candidate must demonstrate a strong track record of executive leadership within the hospitality industry.

The ideal candidate should possess:

• A minimum of fifteen (15) years of progressive professional experience, with increasing levels of responsibility.
• At least seven (7) years in senior hotel leadership, serving as a General Manager, Resident Manager, Hotel Manager, Director of Operations or an equivalent executive leadership role within a reputable hotel or hospitality organisation.
• Proven experience leading multi-department hospitality operations.
• Demonstrated responsibility for financial management, budgeting and commercial performance.
• Experience reporting to Boards of Directors or business owners.
• Proven experience leading organisational transformation and change.
• Demonstrated ability to build high-performing leadership teams.
• Strong understanding of governance, risk management and corporate compliance. • Experience overseeing hospitality education, training institutions or learning and development functions will be an added advantage.