General Manager

SUMMARY:
Job Description
The General Manager (GM) is responsible for the overall management, operations, and profitability of a lodge or boutique hotel. This role ensures that all departments—from front of house, housekeeping, and food & beverage, to maintenance, administration, and guest services—operate efficiently while maintaining the highest standards of hospitality. The GM provides leadership, strategic direction, and hands-on management to deliver exceptional guest experiences and achieve business objectives.
 
Key Responsibilities
Operational Management

• Oversee daily operations across all departments, ensuring smooth and efficient functioning.
• Ensure all standard operating procedures (SOPs) and brand standards are maintained.
• Monitor departmental performance and take corrective action where necessary.
• Maintain high service standards and guest satisfaction.

• Develop and manage budgets, financial forecasts, and operational reports.
• Monitor revenue, expenses, and profitability of all departments.
• Implement cost-control measures and ensure effective resource management.
• Approve procurement and purchasing aligned with budget and quality standards.

• Lead, motivate, and manage department heads and staff.
• Oversee recruitment, training, performance management, and staff development.
• Foster a positive work culture and ensure compliance with labor laws.
• Conduct regular staff meetings to maintain engagement and communication.

• Ensure exceptional guest service is delivered consistently.
• Address guest feedback or complaints promptly and professionally.
• Monitor guest satisfaction and implement initiatives to enhance experiences.
• Uphold the lodge/hotel’s unique brand, atmosphere, and standards.

• Collaborate with marketing to promote the property and special offerings.
• Develop strategies to attract and retain clientele, including corporate and leisure markets.
• Build partnerships with travel agencies, tour operators, and local tourism stakeholders.

• Ensure compliance with health, safety, and environmental regulations.
• Maintain security protocols and emergency procedures.
• Conduct regular inspections and audits to maintain safety and quality standards.

• Contribute to long-term business planning and growth strategies.
• Identify opportunities for operational improvement and service innovation.
• Report operational and financial performance to ownership or board regularly.

POSITION INFO:
Qualifications

• Degree or diploma in Hospitality Management, Business Administration, or related field.
• Additional training in leadership, finance, or property management is advantageous.

• 7–10 years in hospitality management or similar senior leadership role.
• Proven experience managing a lodge, boutique hotel, or small hotel property.
• Strong track record in operational, financial, and staff management.

• Knowledge of hospitality operations, including front of house, F&B, housekeeping, and maintenance.
• Budgeting, forecasting, and financial reporting.
• Understanding of HR processes and compliance with labor laws.
• Proficiency in property management systems (PMS) and Microsoft Office.

• Exceptional leadership and team management abilities.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong problem-solving, decision-making, and strategic thinking.
• Customer-focused with a professional and approachable demeanor.

• Highly professional, accountable, and reliable.
• Motivated, results-driven, and solution-oriented.
• Able to foster teamwork and inspire staff at all levels.

• Able to walk the property and inspect operations regularly.
• Willing to work irregular hours, weekends, and public holidays.