General Manager (hotel) Domeo Resources International (DRI)
full-time
Job Summary
The General Manager is responsible for the overall leadership, management and performance of the hotel.
The role provides strategic and operational direction across all hotel departments and is accountable for the hotel's profitability, revenue growth, guest satisfaction, service standards, employee performance, cost control and overall business performance.
The General Manager is expected to provide strong, hands-on leadership, ensure seamless coordination between departments and position the hotel as a leading hospitality destination in Aba and the wider Abia market.
Responsibilities
Overall Hotel Leadership:
Provide overall leadership and direction for the hotel.
Ensure all departments operate efficiently and in line with approved standards.
Translate management's strategic objectives into practical operational plans.
Set clear expectations and performance targets for Heads of Department.
Maintain strong management presence across the hotel.
Hotel Operations:
Oversee the day-to-day operations of the hotel.
Ensure effective coordination between Front Office, Housekeeping, F&B, Kitchen, Engineering, Security, Sales, Finance, HR and other departments.
Ensure operational issues are identified and resolved promptly.
Maintain smooth operations during peak periods, weekends, events and special functions.
Review daily operational reports and take corrective action where necessary.
Financial Performance and P&L Management:
Take overall responsibility for the hotel's financial performance and profitability.
Monitor revenue, expenses, departmental performance and operating costs.
Review the hotel's Profit & Loss statement and financial reports.
Identify financial variances and implement corrective measures.
Drive a culture of financial accountability across all departments.
Revenue and Occupancy Growth:
Develop strategies to increase room occupancy, room revenue and overall hotel income.
Monitor occupancy, ADR, RevPAR and other key hotel performance indicators.
Develop strategies to increase revenue from rooms, F&B, events, banqueting and other hotel services.
Identify new revenue opportunities within the Aba market.
Work with Sales and Marketing to increase corporate, individual and group business.
Sales and Business Development:
Lead the hotel's commercial and business development activities.
Develop relationships with corporate organisations, institutions, event planners and key customers.
Identify opportunities for corporate accounts and long-term business partnerships.
Review sales performance and ensure agreed targets are achieved.
Monitor competitor activities and market trends in Aba and surrounding areas.
Food and Beverage Management:
Oversee the performance of all F&B outlets, including restaurants, bars, banquet operations and events.
Ensure F&B revenue and profitability targets are achieved.
Monitor food cost, beverage cost, wastage and departmental expenses.
Ensure high standards of food quality, presentation and service.
Work with the F&B Manager and Executive Chef to improve menu offerings and commercial performance.
Guest Experience:
Ensure consistently high standards of guest service across the hotel.
Take personal responsibility for resolving significant guest complaints.
Review guest feedback and satisfaction reports.
Identify recurring service issues and ensure corrective actions are implemented.
Develop initiatives that improve guest satisfaction, retention and repeat business.
Service Standards and SOPs:
Establish and maintain clear operational standards and SOPs.
Ensure Heads of Department consistently enforce approved procedures.
Conduct regular operational inspections.
Identify gaps in service delivery and implement improvements.
Ensure the hotel maintains a professional and consistent service culture.
People Management:
Lead and motivate the hotel's workforce.
Set performance expectations for Heads of Department and senior employees.
Work with HR on recruitment, staffing levels, training and employee development.
Ensure effective performance management across the hotel.
Promote discipline, accountability, teamwork and professionalism.
Management Team Leadership:
Chair regular Heads of Department meetings.
Review departmental performance and outstanding issues.
Ensure agreed actions are properly followed through.
Hold departmental managers accountable for their targets.
Build a strong and effective hotel management team.
Cost Control and Procurement:
Ensure effective control of hotel operating expenses.
Monitor procurement, inventory, consumption and wastage.
Ensure purchasing is conducted in accordance with approved procedures.
Review major procurement requirements and supplier performance.
Identify opportunities to improve operational efficiency and reduce unnecessary costs.
Property and Facility Management:
Ensure the hotel property, facilities and equipment are properly maintained.
Work with Engineering/Facility Management to ensure preventive maintenance is carried out.
Monitor the physical appearance and condition of the hotel.
Ensure guest rooms, public areas, restaurants and back-of-house areas meet required standards.
Escalate major capital expenditure and facility requirements to Management.
Security, Safety and Risk Management:
Ensure adequate security arrangements for guests, employees and hotel assets.
Ensure compliance with health, safety, fire and emergency procedures.
Conduct regular reviews of security and safety risks.
Ensure incidents are properly documented and investigated.
Maintain appropriate emergency response procedures.
Compliance and Regulatory Requirements:
Ensure the hotel complies with applicable statutory and regulatory requirements.
Monitor hotel licences, permits, certifications and statutory obligations.
Ensure operational practices comply with relevant hospitality, health, safety and employment requirements.
Maintain proper documentation for inspections and regulatory engagements.
Marketing and Brand Positioning:
Work with Sales and Marketing to develop the hotel's marketing strategy.
Support promotional campaigns, packages and events designed to increase revenue.
Strengthen the hotel's visibility and reputation within Aba and the wider market.
Monitor customer trends and competitor positioning.
Ensure all marketing activities support the hotel's commercial objectives.
Management Reporting:
Prepare and submit regular operational and financial performance reports.
Provide Management with updates on occupancy, revenue, expenses, guest satisfaction and departmental performance.
Highlight major challenges, risks and opportunities.
Make practical recommendations based on hotel performance data.
Hotel Events and Banqueting:
Oversee the successful delivery of conferences, weddings, meetings, parties and other hotel events.
Ensure effective coordination between Events, F&B, Housekeeping, Security and other departments.
Monitor event profitability and service quality.
Ensure event clients receive professional and timely service.
Stakeholder and Community Relations:
Maintain strong relationships with hotel owners, corporate clients, suppliers, government agencies and other stakeholders.
Represent the hotel professionally at relevant business and community engagements.
Develop relationships that support business growth and the hotel's reputation.
Handle sensitive stakeholder matters professionally.
Business Improvement and Growth:
Identify opportunities to improve hotel operations, revenue and profitability.
Review existing processes and recommend improvements.
Introduce practical initiatives to improve productivity and guest experience.
Support expansion, renovation, repositioning or new business initiatives as directed by Management.
Overall Accountability:
Take full responsibility for the overall performance of the hotel.
Ensure agreed financial, operational and service targets are achieved.
Maintain high standards of professionalism and accountability.
Perform other duties as may be assigned by Management.
Key Performance Indicators (KPIs)
Hotel occupancy rate.
ADR and RevPAR performance.
Total hotel revenue.
Gross Operating Profit / operating profitability.
F&B revenue and profitability.
Cost of sales and operating expense control.
Guest satisfaction and complaint resolution.
Online and direct guest feedback.
Employee productivity and retention.
Departmental target achievement.
Sales and corporate account growth.
Event and banquet revenue.
Compliance and audit performance.
Preventive maintenance completion.
Reduction in wastage and operational losses.
Overall hotel profitability and business growth.
Qualifications and Requirements
Education:
A Master's Degree or relevant professional qualification is an advantage.
Professional qualifications in hospitality, management, business administration or related fields will be an advantage.
Experience
8 - 12 years' relevant management experience, preferably in hospitality, hotel operations, corporate management or a related service industry.
3 - 5 years' experience in a senior management or General Manager role is strongly preferred.
Proven experience managing multiple departments and large teams.
Strong knowledge of business operations, budgeting, revenue management and cost control.
Experience developing and implementing operational policies and procedures.
Strong experience in staff management, performance management and customer service.
Experience in hospitality operations, hotel management or a similar environment is highly desirable.
Strong financial, analytical, leadership and problem-solving skills.
Excellent communication, negotiation and interpersonal skills.
High level of integrity, professionalism, accountability and confidentiality.
Ability to work under pressure and make sound decisions in a fast-paced environment.
Skills & Competencies:
Hotel Operations Management
P&L Management
Revenue Management
Sales & Business Development
F&B Management
Guest Experience Management
Cost Control
Budgeting and Forecasting
Strategic Planning
Commercial Awareness
Performance Management
Leadership and Team Management
Staff Development
Customer Service
Hotel PMS and Reporting Systems
Marketing Coordination
Procurement and Inventory Control
Problem-Solving
Decision-Making
Negotiation
Communication
Conflict Management
Analytical Skills
Time Management
Professional Integrity