JOB DESCRIPTION – GENERAL MANAGER (HOSPITALITY)
1. Job Purpose
The General Manager will be responsible for the overall management, operations, profitability, guest experience, team performance, and business growth of the hospitality property.
The role requires strong leadership, operational excellence, commercial understanding, financial discipline, and the ability to coordinate multiple departments to ensure smooth and profitable property operations.
2. Key ResponsibilitiesA. Overall Property Management
- Take complete ownership of the day-to-day operations of the property.
- Ensure smooth functioning of all operational departments.
- Develop and implement strategies to improve operational efficiency and profitability.
- Ensure compliance with company policies, SOPs, statutory requirements, and hospitality standards.
- Maintain high standards of cleanliness, safety, service quality, and property presentation.
- Conduct regular property inspections and identify areas requiring improvement.
B. Revenue & Business Growth
- Take ownership of the property's revenue and profitability.
- Work closely with Sales, Reservations, Marketing, and Revenue teams to achieve business targets.
- Develop strategies to improve occupancy, ADR, RevPAR, event revenue, F&B revenue, and overall property revenue.
- Monitor booking trends, market demand, competitor performance, and pricing.
- Drive repeat business, corporate business, wedding/event business, OTA business, and direct bookings.
- Identify new revenue opportunities and develop plans for business growth.
C. Guest Experience & Customer Satisfaction
- Ensure exceptional guest experience across all touchpoints.
- Monitor guest feedback, online reviews, complaints, and satisfaction levels.
- Personally handle VIP guests and critical guest escalations when required.
- Ensure timely resolution of guest complaints.
- Develop initiatives to improve guest satisfaction and loyalty.
- Monitor online reputation across relevant platforms.
D. Departmental Leadership
- Provide leadership and direction to department heads and operational teams.
- Conduct regular review meetings with HODs.
- Set departmental goals, KPIs, KRAs, and performance expectations.
- Monitor team productivity, discipline, attendance, and service standards.
- Develop high-potential employees and create leadership succession plans.
- Ensure effective manpower planning and deployment.
E. Financial Management
- Monitor property budgets, expenses, revenues, and profitability.
- Ensure effective cost-control measures without compromising guest experience.
- Review departmental expenses and identify unnecessary costs.
- Monitor purchase, inventory, wastage, utilities, and operational expenses.
- Work with Finance to review P&L and financial performance.
- Ensure proper authorization and control over operational expenditures.
F. Operations & Service Excellence
- Ensure effective functioning of Front Office, Housekeeping, F&B, Kitchen, Maintenance, Security, Reservations, Events, and other departments.
- Ensure SOPs are implemented consistently.
- Conduct regular operational audits and service-quality checks.
- Improve interdepartmental coordination.
- Ensure preventive maintenance of rooms, equipment, infrastructure, and facilities.
- Ensure availability and quality of operational supplies.
G. Sales, Events & Hospitality Business
- Work closely with the sales team to achieve revenue targets.
- Support wedding, corporate, group, MICE, and event business.
- Participate in important client meetings and negotiations when required.
- Develop strong relationships with key clients, travel partners, corporates, and business partners.
- Ensure successful execution of large events and high-value bookings.
H. People Management & Culture
- Build a high-performance and service-oriented culture.
- Ensure effective recruitment, onboarding, training, and development.
- Conduct regular performance reviews with department heads.
- Identify training requirements and coordinate with HR/L&D.
- Address employee concerns and maintain healthy workplace relationships.
- Promote accountability, ownership, teamwork, and professional conduct.
- Ensure disciplinary and HR processes are followed appropriately.
I. Compliance, Safety & Risk Management
- Ensure compliance with applicable hospitality, labour, fire, food safety, health, and statutory requirements.
- Ensure implementation of fire and life-safety procedures.
- Conduct regular safety inspections and emergency preparedness drills.
- Ensure proper documentation, licenses, certificates, and statutory records.
- Identify operational risks and implement corrective and preventive measures.
J. Reporting & Review
- Prepare and review daily, weekly, and monthly operational reports.
- Review occupancy, revenue, expenses, guest feedback, manpower, and departmental performance.
- Conduct regular HOD review meetings.
- Present property performance and key business updates to senior management.
- Track action items and ensure timely closure.
3. Key Performance Indicators (KPIs)
- Overall property revenue
- GOP / operating profitability
- Occupancy percentage
- ADR and RevPAR
- F&B and event revenue
- Guest satisfaction score
- Online review rating and reputation
- Repeat and referral business
- Cost-control percentage
- Manpower productivity
- Employee retention and engagement
- SOP and compliance score
- Complaint resolution turnaround time
- Preventive maintenance compliance
- Departmental KPI achievement
- Overall property profitability and business growth
4. Required Skills & Competencies
- Strong leadership and people-management skills.
- Excellent communication and interpersonal skills.
- Strong commercial and financial acumen.
- Excellent hospitality and guest-service orientation.
- Strong problem-solving and decision-making ability.
- Negotiation and stakeholder-management skills.
- Ability to manage multiple departments simultaneously.
- Strong knowledge of hotel/resort operations.
- Strategic planning and business-development skills.
- Strong analytical and reporting skills.
- Ability to work under pressure and manage critical situations.
- Strong knowledge of hospitality SOPs and service standards.
5. Qualification & Experience
Education: Bachelor's degree in Hotel Management, Hospitality Management, Business Administration, or a related field. A Master's degree in Hospitality/Business Management will be an added advantage.
Experience: 8–12+ years of relevant experience in hospitality, with significant experience managing a hotel, resort, boutique property, or similar hospitality operation.
Experience as a Hotel Manager, Resort Manager, Operations Head, Unit Head, or Deputy General Manager will be preferred.
6. Behavioural Expectations
The General Manager is expected to demonstrate:
- Ownership and accountability
- Strategic thinking
- Strong leadership presence
- Guest-first mindset
- Commercial orientation
- Integrity and professionalism
- Decisiveness
- Collaboration and teamwork
- Continuous improvement mindset
- High standards of discipline and execution
7. Authority & Accountability
The General Manager will have overall accountability for the operational and commercial performance of the property. The role will be responsible for ensuring that the property delivers excellent guest experience, operational efficiency, employee performance, revenue growth, cost control, compliance, and sustainable profitability.
The ultimate measure of success will be the property's overall business performance, guest satisfaction, operational excellence, team capability, and profitability.
Pay: ₹25,000.00 - ₹100,000.00 per month
Benefits:
- Cell phone reimbursement
- Flexible schedule
- Food provided
- Paid sick time
- Paid time off
Work Location: In person
