General Manager

Role & responsibilities

The General Manager (GM) is the overall in-charge of hotel operations, responsible for ensuring profitability, guest satisfaction, staff management, and compliance with standards.

Key Responsibilities

1. Strategic & Operational Leadership

• Oversee day-to-day operations of all hotel departments (Front Office, Housekeeping, F&B, Sales, Maintenance, Security, etc.).
• Develop and implement business strategies to achieve revenue targets.
• Ensure smooth coordination among all departments.

2. Guest Experience & Satisfaction

• Maintain high levels of guest satisfaction and handle escalated complaints.
• Implement quality service standards in line with brand guidelines.
• Monitor guest feedback and take corrective measures.

3. Financial Management

• Prepare and manage annual budgets and forecasts.
• Control operational costs and maximize profitability.
• Monitor daily revenue, occupancy rates, and financial reports.

4. Human Resource Management

• Recruit, train, and mentor hotel staff.
• Foster a positive work culture and maintain staff morale.
• Conduct regular performance evaluations and ensure labor law compliance.

5. Sales & Marketing

• Develop sales and promotional strategies to increase occupancy and revenue.
• Build strong relationships with travel agents, corporate clients, and event organizers.
• Oversee online presence, branding, and reputation management.

6. Compliance & Safety

• Ensure compliance with health, safety, hygiene, and legal regulations.
• Maintain security protocols for guests and staff.
• Ensure licenses and statutory obligations are up to date.

7. Innovation & Improvement

• Adopt new technologies for operations and guest services.
• Continuously improve service standards and facilities.
• Monitor industry trends and competitor activities.