The General Manager (GM) is the strategic and operational leader responsible for overall hotel performance, including guest satisfaction, revenue growth, profitability, brand compliance, and people development. The GM sets the vision, leads cross-functional teams, builds owner and community relations, and ensures the property delivers consistent, exceptional experiences while meeting all financial and legal obligations.

Core Responsibilities:

• Define and communicate the hotel’s vision, mission, and annual business plan aligned with owner objectives and brand standards.
• Own the P&L: set budgets and forecasts, manage revenue, costs, GOP, and cash flow to deliver and exceed targets.
• Lead daily operations across Rooms, F&B, Culinary, Sales & Marketing, Finance, Engineering, Security, Spa/Recreation, and HR.
• Drive service culture and guest obsession; ensure swift recovery of service lapses and respond to reviews (OTA, social, surveys).
• Chair key meetings (Morning Briefing, EXCOM, Revenue, Safety, Owner Review) and ensure action follow-through.
• Ensure full compliance with brand standards, local regulations, licenses, permits, labor law, and health & safety requirements.
• Build strong owner relations through transparent communication, timely reporting, and value-creation initiatives.
• Champion ESG/sustainability practices (energy, water, waste, community engagement) with measurable outcomes.
• Represent the hotel with government bodies, tourism boards, media, and local community; protect and grow the hotel’s reputation.
• Lead risk management, crisis response, business continuity plans, and data privacy/security practices.

Commercial & Revenue Leadership:

• Oversee Revenue Management, pricing, and inventory strategy across rooms, F&B, spa, and ancillary revenue streams.
• Guide Sales & Marketing on market segmentation, account acquisition/retention, digital marketing, and partnerships.
• Monitor competitive set, market trends, demand drivers, and adjust strategies to optimize RevPAR, TRevPAR, and market share.
• Approve promotions, packages, distribution mix (Brand.com, OTA, GDS, direct), and channel cost optimization.

Operations & Guest Experience:

• Maintain product quality and cleanliness standards for rooms, public areas, back-of-house, and outlets.
• Embed service standards, SOPs, and LQA/brand audit readiness; mentor leaders on coaching and on-the-floor presence.
• Resolve complex guest issues; empower teams with service recovery frameworks and escalation protocols.
• Ensure preventive maintenance plans, asset protection, and capex prioritization to preserve product integrity.

People & Culture:

• Attract, hire, and retain top talent; develop succession plans for Heads of Department and critical roles.
• Foster an inclusive, performance-driven culture with clear goals, feedback, recognition, and corrective action where required.
• Direct learning & development, leadership programs, and cross-training; ensure compliance with labor law and company policies.
• Champion colleague engagement, well-being, and safety; ensure effective communication channels and grievance handling.

Finance, Governance & Risk:

• Own monthly closes, variance analysis, cash management, working capital, and capex ROI with the Financial Controller.
• Uphold internal controls (purchasing, inventory, credit, cash handling) and pass internal/external audits.
• Mitigate operational, legal, cyber, and safety risks; ensure up-to-date insurance coverage and incident reporting.

Owner & Brand Relations:

• Maintain trust with owners through proactive updates, balanced risk-return decisions, and transparent performance reporting.
• Ensure brand alignment in product, service, and storytelling; leverage brand resources and loyalty programs.

Projects / Pre-Opening (if applicable):

• Lead or support renovation/pre-opening milestones: design reviews, OS&E/FF&E, manning, training, system setups, and soft opening.
• Coordinate consultants, contractors, and brand technical services; deliver on time, on budget, on spec.

Key Performance Indicators (KPIs):

• Revenue Index (RGI), ADR, Occupancy, RevPAR, TRevPAR, GOP and GOPPAR vs. budget and market.
• Guest Satisfaction (GSS/NPS), review scores (OTA/Brand), service audit results (LQA/brand audits).
• Employee Engagement, retention, training compliance, internal promotion rate, and absenteeism.
• Cost of sales, labor productivity, departmental profit flow-through, and working capital metrics.
• ESG metrics: energy/water intensity, waste diversion, and community impact participation.
• Compliance: audit scores, incident rates (H&S), and closure of corrective actions.

Qualifications & Experience:

• Bachelor’s degree in Hospitality/Business (Master’s preferred) or equivalent professional track record.
• 10–15+ years progressive hotel leadership with multi-department oversight; 3–5+ years as GM or Hotel/Resident Manager in a 4/5-star environment.
• Proven P&L ownership and turnaround/scale-up achievements; strong revenue and commercial acumen.
• Demonstrated success in service excellence, brand compliance, and owner/stakeholder management.
• Fluency in English; Bahasa Indonesia or additional languages are an advantage (for Indonesia-based roles).

Skills & Competencies:

• Strategic thinking, data-driven decision making, and financial literacy.
• Inspiring leadership, coaching, and conflict resolution; high EQ and cultural agility.
• Commercial savvy in pricing, distribution, and digital marketing.
• Operational depth across Rooms, F&B, Engineering, Security, HR, and Finance.
• Crisis management, negotiation, presentation, and stakeholder communication.
• Project management (renovations, pre-openings) and continuous improvement mindset.

Tools & Systems Exposure:

• PMS/CRS (e.g., Opera/Cloud PMS), RMS, POS, CRM/loyalty, Channel Manager, and Finance/ERP suites.
• Workforce management, e-procurement/inventory, QA/audit platforms, and reputation management tools.
• MS Office/Google Workspace with strong spreadsheet and presentation skills.

Reporting Line:
Reports to: Owner / Asset Manager / Corporate Office (as applicable).
Direct reports: Heads of Department (Rooms/FO, Housekeeping, F&B Service, Culinary, Sales & Marketing incl. Reservations/Revenue, Finance, HR, Engineering, Security, Spa/Recreation).

Working Conditions:

• On-site leadership with flexible schedule, including weekends/holidays based on business needs.
• Occasional travel for owner/brand meetings, sales missions, openings, or audits.
• High-visibility role requiring professional grooming and on-floor engagement.

Equal Opportunity:
The hotel is an equal opportunity employer and prohibits discrimination or harassment of any kind. All employment decisions are based on business needs, job requirements, and individual qualifications.