The General manager is responsible for all aspects of operations at the hotel, day‑to‑day staff management and guest service. They should be an ambassador for the brand and the hotel, providing leadership and strategic planning to all departments in support of a robust service culture, maximized operations and guest satisfaction. The GM works very closely with the hotel owners and other stakeholders.
Financial Responsibilities
Work with the Hotel Director on all key property issues including capital projects, customer service and refurbishment.
Responsible for the preparation, presentation and subsequent achievement of the hotel's annual operating budget, Marketing& Sales Plan and capital budget.
Manage ongoing profitability of the hotel, ensuring revenue and guest satisfaction/expectations targets are met and exceeded (e.g., ReviewPro, TripAdvisor).
Deliver hotel budget goals and set other short‑ and long‑term strategic goals for the property.
Develop improvement actions, carry out cost savings focusing on and managing hotel costs (procurement, utility costs, etc.) and payroll management.
Have a strong understanding of P&L statements and the ability to react with impactful strategies.
Closely monitor the hotel's business reports on a daily basis and take decisions accordingly.
Ensure that monthly financial outlooks for Rooms, Food & Beverage, Admin & General are on target and accurate.
Maximize room yield and hotel revenue through innovative sales practices and yield management programs while working with the Hotel Director and Director of Revenue & Brand.
Prepare a monthly financial report for the owners and Hotel Director.
Draw up plans and budgets (revenues, costs, etc.) for the owners and Hotel Director.
Respond to internal audits to ensure continual improvement is achieved.
Operational Responsibilities
Hold regular briefings and meetings with all heads of departments.
Ensure full compliance with hotel operating controls, SOPs, policies, procedures and service standards.
Handle complaints and oversee the service recovery procedures.
Ensure all decisions are made in the best interest of the hotel and management.
Maintain cleanliness in the hotel and ensure product standards.
Help in the procurement of operating supplies and equipment, and contract with third‑party vendors for essential equipment and services.
Act as the final decision maker in hiring key staff while keeping the Hotel Director in the loop.
Coordinate with HODs for the execution of all activities and functions.
Oversee and manage all departments and work closely with department heads on a daily basis.
Manage and develop the hotel executive team to ensure career progression and development within the Address Academy.
Be accountable for responsibilities of department heads and take ownership of all guest complaints.
Provide effective leadership to hotel team members.
Handle corporate client relations and participate in new client acquisition with the sales team when required.
Assist with residential sales as needed and develop strong sales prospects.
Ensure all maintenance contracts are in place and standards are upheld.
Safeguard the quality of operations through internal & external audits.
Ensure compliance with the Occupational Health & Safety Act, fire regulations and other legal requirements.
People Responsibilities (Partnering with the Human Resources Department)
Recruitment & Onboarding
Lead recruitment to attract top talent in line with the Address Academy.
Implement effective onboarding for smooth integration.
Employee Training & Development
Oversee training programs to equip staff with necessary skills.
Promote continuous learning and career advancement.
Performance Management
Conduct performance reviews with clear goals and feedback.
Implement improvement plans and recognize high performers.
Ensure heads of departments are enforcing and following the probation process.
Employee Engagement & Retention
Foster a positive work culture and high morale.
Encourage recognition programs and address grievances disciplinarily promptly.
Succession Planning & Career Development
Identify and develop high‑potential employees for leadership roles within the group.
Ensure clear career progression paths.
Workplace Safety & Compliance
Enforce safety protocols and conduct regular training.
Ensure compliance with labour laws and regulations.
Charity Work & Community Engagement
Partner with chosen charities and promote their initiatives.
Encourage and facilitate staff participation in charity activities.
People‑Focused KPIs
Employee engagement & satisfaction (survey to be implemented).
Participation rate in engagement programs (EAP, staff events, and charities).
Staff turnover rate and average tenure.
Retention of high performers.
Completion rate of mandatory training (Training HubE Training).
Number of training hours per employee.
Percentage of vacancies filled by internal promotions; percentage of promotions from within.
Success rate in leadership programs.
Number of safety incidents or violations reported.
Compliance rate with mandatory safety training and certifications.
Audit results related to workplace safety and employee well‑being.
Ensure the hotel maintains its Gold Medal award for Green Tourism by upholding the three pillars: Planet, People, and Community.
Skills: Hotel Management
Seniority level: Executive
Employment type: Full‑time
Job function: Management and Manufacturing
Industry: Hospitality
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