General Manager - Hospitality

Job Title: General Manager – Hospitality

Reports To: Managing Director

1. Job Purpose

To oversee the overall operations, strategic direction, and commercial performance of the hospitality establishment while ensuring exceptional guest experience, operational efficiency and profitability. The General Manager will drive business growth, uphold service excellence, manage resources effectively, and ensure alignment with the organization’s vision, brand standards and market objectives.

2. Key Responsibilities

A. Strategic Leadership & Business Management

• Provide overall leadership and direction for the hospitality establishment.
• Develop and implement operational and business strategies aligned with organizational goals.
• Drive the successful execution of the hospitality concept and brand positioning.
• Identify opportunities for business growth, innovation, and market expansion.

B. Operations Management

• Oversee day-to-day operations across all departments including Front Office, Housekeeping, Food & Beverage, Maintenance, and Security.
• Ensure operational efficiency, quality assurance, and adherence to company standards and SOPs.
• Monitor service delivery to ensure consistency and excellence in guest experience.
• Maintain high standards of cleanliness, safety, and operational readiness.

C. Financial Management & Profitability

• Prepare and manage budgets, forecasts, and financial plans.
• Monitor revenue performance, occupancy levels, and overall profitability.
• Implement cost control measures while maintaining service quality standards.
• Ensure accurate financial reporting and compliance with financial procedures.

D. Sales, Marketing & Revenue Growth

• Lead sales and marketing initiatives to increase occupancy and revenue generation.
• Develop promotional campaigns, partnerships, and customer acquisition strategies.
• Build relationships with corporate clients, travel agents, and business partners.
• Oversee pricing and revenue strategies based on market trends and demand patterns.

E. Guest Experience & Service Excellence

• Establish and maintain high standards of customer service and guest satisfaction.
• Address and resolve escalated guest complaints effectively and professionally.
• Monitor guest feedback and implement continuous improvement initiatives.
• Promote customer loyalty and strengthen the organization’s brand reputation.

F. Human Resource & Team Leadership

• Lead recruitment, onboarding, training, and development of hospitality staff.
• Foster a high-performance culture focused on accountability and teamwork.
• Manage employee performance, engagement, discipline, and retention.
• Support continuous staff development and service excellence initiatives.

G. Compliance, Risk & Governance

• Ensure compliance with hospitality regulations, health and safety standards, and licensing requirements.
• Monitor adherence to labor laws, company policies, and operational procedures.
• Oversee risk management processes related to operations, safety, and security.
• Ensure readiness for audits and compliance inspections.

H. Stakeholder & Relationship Management

• Serve as the main liaison between ownership, investors, and operational teams.
• Represent the organization in meetings, partnerships, and industry engagements.
• Build and maintain strong relationships with suppliers, regulators, and corporate stakeholders.

Key Performance Indicators (KPIs)

• Revenue growth and profitability performance
• Occupancy rates and customer retention
• Guest satisfaction ratings and service quality standards
• Operational efficiency and cost management
• Staff productivity and retention levels
• Compliance and audit performance
• Market growth and partnership development
• Successful implementation of strategic initiatives

3. Qualifications

• Bachelor’s Degree in Hospitality Management, Business Administration, or related field
• MBA or relevant postgraduate qualification is an added advantage
• Minimum 8–12 years of experience in hospitality management
• At least 3–5 years in a senior leadership position within the hospitality industry
• Experience in hotel setup, rebranding, or hospitality concept development is an added advantage

4. Skills and Competencies

• Strong leadership and strategic management skills
• Financial and commercial acumen
• Excellent customer service and relationship management skills
• Strong operational and problem-solving abilities
• Effective communication and interpersonal skills
• Team leadership and people management capability

• Negotiation and stakeholder management skills
• Risk management and compliance awareness
• Ability to work under pressure and manage multiple operations effectively