Our client, a prestigious luxury lodge & hotel group is seeking an experienced General Manager to lead their 4-star hotel. The ideal candidate will be responsible for ensuring exceptional guest satisfaction, operational excellence, and financial performance. The General Manager will oversee all aspects of the hotel's daily operations, maintain high service standards, and drive business profitability.

Key Responsibilities:

• Ensure total guest satisfaction and manage all aspects of guest experience.
• Oversee all operational departments and ensure adherence to quality standards.
• Implement hotel policies, procedures, and service standards in collaboration with the Operations Manager.
• Lead and manage daily operations, including managing capital projects, customer service, and hotel refurbishments.
• Conduct daily briefings and monthly staff meetings to align team efforts.
• Handle guest complaints and lead service recovery processes.
• Collaborate with the finance team on budgeting, marketing plans, and financial forecasting.
• Ensure profitability by monitoring revenue, cost control, and meeting financial goals.
• Develop and execute short- and long-term strategic goals for the hotel.
• Oversee the procurement of supplies and manage vendor relationships.
• Coordinate with department heads to implement hotel activities and functions.
• Participate in new business acquisition with the sales team.
• Ensure compliance with legal requirements, including health, safety, and fire regulations.
• Manage staff recruitment, training, and performance evaluations.
• Ensure high standards of industrial relations and compliance with EE actions.

Requirements:

• Minimum 5 years of experience in a similar hotel management role.
• Proven track record in Front of House or F&B management (or both).
• Excellent leadership and decision-making abilities.
• Strong understanding of P&L, financial reporting, and yield management.
• Ability to react to business trends and implement impactful strategies.
• Must be guest-centric with a passion for delivering exceptional experiences.
• Strong communication, interpersonal, and relationship-building skills.
• Demonstrated ability to manage teams effectively and inspire staff.
• Ability to thrive under pressure and handle difficult situations.
• Proven ability in managing budgets, costs, and achieving financial targets.
• Formal hospitality qualification (degree/diploma) preferred.
• Knowledge of Hotel PMS, POS, and stock systems (Apex/Nebula beneficial).
• Strong administrative, organizational, and multitasking skills.
• Attention to detail, self-motivation, and the ability to meet deadlines.
• Commitment to staff development and fostering a positive company culture.