Position Overview
The General Manager is the highest on-property executive responsible for providing strategic leadership and operational direction across all departments of the hotel. The role is accountable for driving business performance, maximizing profitability, ensuring exceptional guest experiences, maintaining brand standards, and fostering a high-performance culture. The General Manager will lead the executive team in achieving organizational objectives while ensuring compliance with statutory regulations, corporate policies, and hospitality best practices.
Key Responsibilities Strategic Leadership
- Develop and execute the hotel's annual business plan aligned with organizational goals.
- Establish long-term operational strategies to improve profitability, market positioning, and sustainable growth.
- Identify new business opportunities, revenue streams, and operational efficiencies.
- Lead organizational transformation and continuous improvement initiatives.
Operational Excellence
- Direct and oversee all hotel operations, including Front Office, Housekeeping, Food & Beverage, Kitchen, Engineering, Sales & Marketing, Finance, Human Resources, Security, and Procurement.
- Ensure all departments consistently achieve established operational standards and Key Performance Indicators (KPIs).
- Maintain exceptional service quality in accordance with company standards and guest expectations.
- Conduct regular operational audits and implement corrective action plans where necessary.
- Ensure effective interdepartmental coordination to enhance operational efficiency.
Financial Management
- Assume full Profit & Loss (P&L) responsibility for the property.
- Prepare, manage, and monitor annual operating and capital budgets.
- Analyze financial statements, revenue reports, payroll costs, departmental expenses, and operating margins.
- Drive revenue optimization while maintaining effective cost-control measures.
- Monitor cash flow, forecasting, and financial performance to achieve profitability targets.
Revenue Growth & Business Development
- Collaborate with Sales, Marketing, and Revenue Management teams to maximize occupancy, ADR, RevPAR, banquet revenue, and ancillary income.
- Build and maintain strategic relationships with corporate clients, travel partners, government agencies, and business associates.
- Represent the organization at industry events, networking forums, and business meetings.
- Identify market trends and implement competitive business strategies.
Guest Experience & Quality Assurance
- Champion a guest-centric culture focused on delivering exceptional hospitality experiences.
- Monitor guest feedback through review platforms and internal surveys.
- Personally manage VIP guests and resolve escalated guest concerns promptly and professionally.
- Ensure continuous enhancement of guest satisfaction scores and online reputation.
Human Capital Management
- Provide visionary leadership and mentorship to department heads and management teams.
- Foster a culture of accountability, collaboration, innovation, and employee engagement.
- Drive talent acquisition, succession planning, leadership development, and performance management.
- Ensure compliance with HR policies, disciplinary procedures, and employee welfare initiatives.
Compliance, Risk & Governance
- Ensure compliance with all statutory, legal, and regulatory requirements.
- Maintain all operational licenses, permits, and certifications.
- Oversee compliance with health, safety, hygiene, fire, environmental, and food safety standards.
- Lead risk management initiatives and emergency response planning.
Asset & Facility Management
- Ensure the proper maintenance and preservation of hotel assets, infrastructure, and equipment.
- Oversee preventive maintenance programs and capital expenditure projects.
- Optimize asset utilization while maintaining high-quality property standards.
Stakeholder Management
- Build strong relationships with owners, investors, corporate leadership, government authorities, vendors, and community stakeholders.
- Present periodic business performance reports and strategic recommendations to ownership and corporate management.
Qualifications
- Bachelor's Degree in Hotel Management, Hospitality Management, Business Administration, or a related discipline.
- MBA or Master's Degree in Hospitality Management is preferred.
Experience
- Minimum 12–15 years of progressive leadership experience in the hospitality industry.
- At least 5 years of experience as a General Manager, Resident Manager, Hotel Manager, or Director of Operations in a reputed hotel or resort.
- Proven track record in managing full-service hotels with strong financial and operational performance.
Core Competencies
- Strategic Leadership
- Business Acumen
- Financial & Commercial Management
- Revenue Optimization
- Operational Excellence
- Customer Experience Management
- People Leadership & Talent Development
- Decision Making & Problem Solving
- Negotiation & Relationship Management
- Change Management
- Risk & Crisis Management
- Excellent Communication & Presentation Skills
Benefits:
Ability to commute/relocate:
- Thiruvananthapuram, Kerala: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):
- Have you previously worked as a General Manager, Resident Manager, Hotel Manager, or Director of Operations?Please specify the property name and duration.
- How many years of experience do you have in hotel operations and hospitality management?
Work Location: In person
