SUMMARY:
The Hotel Operations General Manager will oversee the daily operational performance of the hotel, ensuring seamless integration between rooms, restaurants, and culinary operations to deliver a consistent, high-quality guest experience.
POSITION INFO:
This role requires a hands-on luxury hospitality operator with strong experience across rooms division, food & beverage, culinary coordination, guest service, and people management.
A key focus is driving operational excellence across all guest-facing departments, ensuring consistency, accountability, and continuous improvement.
The role reports directly to the CEO and works closely with senior leadership to maintain standards and improve overall service delivery.
Minimum Requirements
- Minimum 8 years’ hospitality experience
- At least 3 years in a senior hotel operations role
- Strong background in rooms and food & beverage operations
- Experience in boutique, luxury hotel, lodge, or wedding venue environments (preferred)
- Proven leadership of department heads and operational teams
- Strong guest relations and service recovery skills
- Excellent communication and leadership ability
- Strong understanding of service standards and operational flow
- Willingness to work flexible senior management hours
Working Hours
This is a senior operational leadership role requiring flexibility, including weekends, public holidays, weddings, and peak hospitality periods.
Direct Reports
- Rooms Division Manager
- Senior Restaurant Manager
- Executive Chef
Note: This role focuses on hotel operations, guest experience, rooms, restaurants, and culinary performance. Maintenance, gardens, security, and technical functions are managed separately.
Key Responsibilities
- Lead daily hotel operations across rooms, restaurants, and culinary departments
- Drive a strong culture of excellence, accountability, and service consistency
- Ensure a seamless guest experience across all touchpoints
- Maintain luxury boutique service standards
- Provide hands-on leadership during peak service periods
- Support departmental heads in maintaining operational standards
- Coordinate effectively between rooms, F&B, and kitchen operations
- Monitor guest feedback, complaints, and online reviews
- Implement service recovery and continuous improvement initiatives
- Hold department heads accountable for performance and standards
- Identify operational gaps and implement corrective action and training
- Ensure staffing levels and operational readiness meet business demand
- Maintain visible leadership during weekends, holidays, and peak periods
- Report operational performance, risks, and improvements to the CEO
Candidate Profile
The ideal candidate is:
- Professional, calm, and guest-focused
- Hands-on and operationally visible
- Strong in luxury hospitality environments
- Experienced in rooms, restaurants, and F&B operations
- Able to lead multiple departments effectively
- Strong in accountability and service culture development
- Emotionally intelligent and solutions-driven
- Comfortable in a high-touch boutique hotel environment
- Not office-based – thrives in operational presence
