General Manager

Job Purpose

• The General Manager is responsible for the hotel's overall management and day-to-day operations, ensuring excellent guest experiences, efficient business operations, strong financial performance, staff productivity, and compliance with hotel standards and applicable regulations.
• The General Manager provides leadership across all departments.
• He ensures that the hotel consistently delivers high-quality accommodation, food and beverage, events, entertainment, customer service, security, maintenance, and other hospitality services.
• To ensure the hotel operates efficiently, profitably, safely, and professionally while delivering exceptional guest experiences and maintaining the highest standards of hospitality.

Responsibilities
Overall Hotel Operations:

• Manage and oversee the daily operations of the entire hotel.
• Ensure all departments operate efficiently and according to established standards.
• Coordinate activities between Front Office, Housekeeping, Food & Beverage, Kitchen, Maintenance, Security, Sales & Marketing, Accounts, HR, and other departments.
• Monitor the condition and presentation of guest rooms, public areas, restaurants, lounges, bars, event halls, gym, swimming pool, and other hotel facilities.
• Ensure the hotel is properly staffed and operational at all times.
• Identify operational challenges and implement effective solutions promptly.

Guest Experience & Customer Service:

• Ensure guests receive excellent, professional, and personalized service.
• Monitor guest satisfaction and respond promptly to complaints, requests, and feedback.
• Establish and maintain high standards of hospitality and customer service.
• Follow up on VIP guests and special occasions.
• Develop strategies to improve guest retention, positive reviews, and repeat business.
• Ensure guest concerns are properly documented and resolved.

Staff Management & Leadership:

• Lead, motivate, supervise, and evaluate hotel employees.
• Ensure employees understand their roles, responsibilities, and performance expectations.
• Participate in recruitment, onboarding, training, and development of staff.
• Monitor staff attendance, punctuality, appearance, discipline, and productivity.
• Conduct regular departmental meetings and management reviews.
• Promote teamwork, professionalism, accountability, and a positive working environment.
• Address staff conflicts and disciplinary matters fairly and professionally.

Financial Management:

• Work closely with the Accounts/Finance Department to manage hotel finances.
• Monitor revenue, expenses, budgets, payroll, purchasing, and departmental costs.
• Ensure proper control of cash, inventory, supplies, and hotel assets.
• Monitor room occupancy, Average Daily Rate (ADR), revenue performance, and profitability.
• Identify opportunities to increase revenue and reduce unnecessary expenses.
• Review financial and operational reports and present performance updates to management.
• Ensure proper authorization and documentation of expenditure.

Sales & Marketing:

• Develop and implement strategies to increase hotel occupancy and revenue.
• Work with the Sales & Marketing team to promote rooms, restaurants, bars, event halls, conference facilities, and other hotel services.
• Build relationships with corporate organizations, travel agencies, event planners, and other business partners.
• Monitor market trends, competitors, pricing, and customer preferences.
• Support promotional campaigns, special events, packages, and corporate partnerships.
• Ensure the hotel maintains a strong brand image and reputation.

Food & Beverage Operations:

• Oversee restaurant, kitchen, lounge, bar, pool bar, room service, and other F&B operations.
• Ensure food quality, presentation, hygiene, and service standards are maintained.
• Monitor food costs, beverage costs, stock levels, and wastage.
• Ensure menus, pricing, promotions, and service standards are competitive.
• Work with the Executive Chef and F&B Manager to improve profitability and guest satisfaction.

Housekeeping & Facility Standards:

• Ensure guest rooms and public areas are clean, comfortable, safe, and properly maintained.
• Monitor housekeeping standards, laundry operations, room inspections, and hygiene.
• Ensure maintenance issues are identified and resolved quickly.
• Coordinate preventive maintenance of hotel equipment and facilities.
• Ensure essential systems such as power, water, internet, CCTV, intercom, air conditioning, elevators, and other facilities are properly maintained.

Security & Safety:

• Ensure the safety and security of guests, employees, and hotel property.
• Work closely with the Security Department to maintain effective security procedures.
• Ensure CCTV, access control, fire safety systems, emergency procedures, and security equipment are functional.
• Conduct regular safety and security checks.
• Ensure staff are trained on emergency and evacuation procedures.
• Report and investigate incidents appropriately.

Compliance & Standards:

• Ensure the hotel complies with applicable laws, regulations, licensing requirements, health and safety standards, and company policies.
• Maintain proper documentation and operational records.
• Ensure food safety, workplace safety, fire safety, and hygiene standards are maintained.
• Cooperate with relevant authorities, inspectors, auditors, and regulatory bodies when required.
• Procurement & Inventory Control:
• Monitor purchasing and procurement activities.
• Ensure supplies and equipment are purchased at competitive prices and meet required quality standards.
• Monitor stock levels and minimize shortages, wastage, damage, and unauthorized use.
• Ensure proper inventory records are maintained.
• Work with approved vendors and suppliers and maintain good business relationships.

Technology & Hotel Systems:

• Ensure hotel technology and operational systems are functional and properly utilized.
• Monitor systems such as Property Management Systems (PMS), Point-of-Sale (POS), CCTV, access control, intercom, Wi-Fi/internet, and other technology used within the hotel.
• Coordinate with IT and technical teams to resolve system issues promptly.
• Ensure appropriate data protection and system security practices are followed.

Reporting & Performance Management:

• Prepare regular operational and management reports for the Managing Director/CEO/Chairman.
• Monitor key performance indicators and departmental targets.
• Review occupancy, revenue, guest satisfaction, expenses, staffing, maintenance, and other operational indicators.
• Provide recommendations to management for improving hotel performance.
• Ensure departmental heads submit timely and accurate reports.

Required Skills

• Strong leadership and people-management skills.
• Excellent communication and interpersonal skills.
• Strong customer-service orientation.
• Good financial and budget-management skills.
• Excellent problem-solving and decision-making abilities.
• Strong organizational and time-management skills.
• Ability to manage multiple departments simultaneously.
• Strong negotiation and vendor-management skills.
• Sales and business-development skills.
• Conflict-resolution and staff-management abilities.
• Good knowledge of hotel operations and hospitality standards.
• Ability to work under pressure and handle emergencies.
• Strong attention to detail.
• Computer literacy and familiarity with hotel management systems.
• Ability to analyze reports, budgets, and business performance.
• Professional appearance and conduct.
• High level of integrity, accountability, and confidentiality.

Requirements

• Bachelor's Degree or HND in Hospitality Management, Hotel Management, Business Administration, Tourism, or a related field.
• Professional hospitality management certification is an added advantage.
• Minimum of 10–15years of relevant experience in hotel/hospitality management, with significant experience in a supervisory or management position.
• Previous experience as a Hotel Manager, Operations Manager, Deputy General Manager, or similar senior hospitality role is highly desirable.
• Demonstrated experience managing hotel departments, staff, budgets, guest relations, and business operations.

Key Performance Indicators (KPIs)
The General Manager's performance may be evaluated based on:

• Hotel occupancy rate.
• Revenue and profitability.
• Guest satisfaction and reviews.
• Customer complaint resolution.
• Staff productivity and retention.
• Food and beverage performance.
• Cost control and budget compliance.
• Sales and business growth.
• Quality of hotel facilities and services.
• Compliance with safety, hygiene, and regulatory standards.
• Maintenance and operational efficiency.
• Overall hotel reputation and customer retention.

Personal Attribute
The successful candidate should be:

• Professional and well-presented.
• Honest and trustworthy.
• Responsible and accountable.
• Proactive and solution-oriented.
• Customer-focused.
• Confident and decisive.
• Calm under pressure.
• A strong team builder.
• Commercially aware.
• Disciplined and organized.
• Flexible and willing to work evenings, weekends, public holidays, and other hours required by hotel operations.

Application Closing Date
31st October, 2026.

How to Apply
Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the email.

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