General Manager at Domeo Resources International (DRI)

Main Function

• The General Manager (GM) is responsible for the overall management and performance of the 5-star superior luxury hotel.
• The role involves overseeing all aspects of the hotel's operations, including guest services, sales and marketing, food and beverage management, housekeeping, and maintenance.
• The GM will ensure that high-quality standards are maintained, customer satisfaction is prioritized, and business targets are achieved.
• The position demands strong leadership, effective communication, and the ability to inspire the team to deliver exceptional service.

Role Responsibilities
Operational Management:

• Oversee daily hotel operations to ensure the efficient functioning of all departments (e.g., front office, housekeeping, food & beverage, maintenance etc.).
• Implement, monitor, and evaluate hotel policies and procedures.
• Maintain the highest standards of guest service and hospitality.
• Ensure compliance with health, safety, and legal regulations.

Financial Management:

• Ensure the hotel’s budget is prepared and well managed
• Ensure all financial targets are met, including profitability, revenue, and cost-control objectives.
• Monitor daily performance metrics, such as occupancy rates, revenue per available room (RevPAR), and gross operating profit.

Guest Experience:

• Ensure a consistent, high-quality guest experience in all aspects of service.
• Handle guest complaints and issues promptly to maintain customer satisfaction and loyalty.
• Monitor and evaluate guest feedback and take appropriate action to address concerns.

Human Resources and Leadership:

• Lead and inspire staff, providing mentorship and guidance.
• Ensure performance management processes are implemented to assess and improve staff productivity and motivation.
• Foster a positive work environment that encourages teamwork and professional growth.

Sales, Marketing, and Public Relations:

• Ensure the development and implementation of sales and marketing strategies to drive occupancy and revenue.
• Work with the Business Development team to promote the hotel through various channels, including strategic partnerships, social media, events etc.
• Establish and maintain relationships with key business partners, such as travel agencies, tour operators, and corporate clients.

Property Management:

• Oversee the maintenance of the hotel's physical infrastructure to ensure safety, efficiency, and a luxurious guest experience.
• Work with the engineering and maintenance teams to ensure that facilities are kept in excellent condition.

Experience / Qualifications

• Bachelor's Degree in Hospitality Management, Business Administration, or related field; a Master’s degree is an added advantage.
• Minimum of 10 years of experience in the hospitality industry, with at least 5 years in a senior management role in a superior luxury 5-star hotel.

Competencies / Skills:

• Exceptional leadership and motivational skills
• Excellent communication and interpersonal abilities
• Financial acumen, including budgeting and revenue management
• Problem-solving and decision-making capabilities
• Strong guest service orientation
• Time and people management skills

Behavioural Qualities/Other Competences:

• High level of emotional intelligence in difficult circumstances with dedication to sustain performance, particularly when under pressure
• Proactive identification of inefficiencies and ability to multitask
• Attention to detail and tech savviness
• Problem-solving and decision-making aptitude
• Cultural awareness
• Strong work ethics and reliability
• Experience in working with high-profile clientele.
• Familiarity with property management systems (PMS) and other hotel management software.
• Knowledge of local and international tourism trends.