General Manager at Mshel Homes Ltd

Job Summary:

The General Manager (GM) is responsible for overseeing the entire operation of the hotel-apart, ensuring the property’s success in delivering exceptional guest experiences, maximizing financial performance, and maintaining high standards of operations. The GM provides leadership to all departments, drives business growth, and ensures the smooth running of daily operations while focusing on profitability, guest satisfaction, and staff management.

Key Responsibilities:

• Oversee the day-to-day operations of all departments, including front desk, housekeeping, maintenance, and food & beverage services (if applicable).
• Ensure the property is well-maintained and in compliance with all health, safety, and security standards.
• Implement efficient procedures to enhance operational performance, including check-in/check-out processes, housekeeping, and guest services.
• Maintain and improve guest satisfaction by ensuring high standards of service are consistently met.
• Address guest complaints and feedback, resolving issues in a timely and professional manner.
• Monitor guest reviews and ratings, making necessary adjustments to enhance the guest experience.
• Develop and manage the property’s annual budget, controlling costs and maximizing revenue.
• Analyze financial performance and key metrics, making adjustments to improve profitability.
• Oversee the pricing and revenue management strategies to ensure optimal occupancy and ADR (Average Daily Rate).
• Hire, train, and supervise department heads and other key staff members.
• Foster a positive work environment that encourages teamwork, professional growth, and staff retention.
• Conduct regular performance reviews, identify training needs, and implement staff development programs.
• Work with the sales and marketing team to develop and implement strategies to increase occupancy, attract new business, and retain repeat guests.
• Identify opportunities for growth through market analysis and competitor research.
• Ensure the hotel is effectively promoted across digital channels and travel platforms.
• Ensure the property complies with local regulations and industry standards, including fire safety, health regulations, and employment laws.
• Maintain high standards of hygiene, cleanliness, and safety across all operations.
• Build relationships with local businesses, tourism boards, and other stakeholders to promote the hotel-apart.
• Represent the hotel at industry events and in the community to enhance its visibility and reputation.

Qualifications:

• Bachelor's degree in Hospitality Management, Business Administration, or related field (Master Degree preferable).
• Proven experience of minimum of 10 years as a General Manager or in a senior management role within the hospitality industry.
• Strong leadership, financial acumen, and communication skills.
• Ability to manage diverse teams and handle multiple responsibilities in a fast-paced environment.
• Knowledge of property management systems (PMS) and other hotel-related software.
• Leadership and team management
• Financial planning and analysis
• Customer service excellence
• Problem-solving and decision-making
• Marketing and revenue management
• Strong communication and interpersonal skills