Hotel General Manager at Bolton White Hotels & Apartments

Job Summary

• The Hotel General Manager is responsible for the overall strategic leadership, operational excellence, and financial performance of a five-star hotel. This role requires a seasoned hospitality professional with a proven track record in luxury hotel management, delivering exceptional guest experiences, leading high-performing teams, and driving sustainable profitability.

Key Responsibilities

Strategic Leadership & Business Performance

• Provide visionary leadership aligned with the hotel’s brand standards and ownership goals
• Develop and execute business strategies to maximize revenue, market share, and profitability
• Analyze financial reports, budgets, and forecasts to drive performance improvements
• Identify growth opportunities, partnerships, and market positioning strategies

Operational Excellence

• Oversee all hotel operations, including Front Office, Housekeeping, Food & Beverage, Engineering, Security, and Sales
• Ensure seamless service delivery consistent with five-star standards
• Implement and maintain Standard Operating Procedures (SOPs)
• Drive continuous improvement in service quality and operational efficiency

Guest Experience & Brand Standards

• Champion a culture of exceptional guest service and personalized experiences
• Monitor guest feedback, online reviews, and satisfaction metrics
• Ensure strict adherence to luxury brand standards and quality benchmarks
• Resolve high-level guest concerns with professionalism and discretion

Financial Management

• Develop and manage annual budgets, P&L statements, and capital expenditure plans
• Drive revenue through pricing strategies, yield management, and upselling initiatives
• Control costs while maintaining service excellence
• Ensure compliance with financial policies and audit requirements

People Leadership & Talent Development

• Lead, mentor, and inspire a diverse team of department heads and staff
• Foster a high-performance culture focused on accountability, engagement, and service excellence
• Oversee recruitment, training, succession planning, and performance management
• Promote employee well-being, retention, and professional growth

Sales, Marketing & Revenue Optimization

• Collaborate with Sales & Marketing to drive occupancy and brand visibility
• Build strong relationships with corporate clients, travel partners, and stakeholders
• Oversee revenue management strategies, including pricing, segmentation, and distribution channels
• Represent the hotel at industry events and networking platforms

Compliance, Risk & Asset Management

• Ensure compliance with local laws, health & safety regulations, and brand policies
• Oversee risk management, crisis response, and emergency preparedness
• Maintain and enhance the physical asset through preventive maintenance and upgrades
• Safeguard the hotel’s reputation and operational integrity

Requirements & Qualifications

Education

• Bachelor’s degree in Hospitality Management, Business Administration, or related field
• MBA or advanced degree is an added advantage
• Accounting Background is also an added advantage.

Experience

• Minimum of 10–20 years of progressive experience in hotel management
• At least 5+ years as a General Manager or Hotel Manager in a five-star or luxury property
• Proven success in managing large-scale operations and high-revenue properties

Core Competencies

• Strong leadership and executive presence
• Exceptional financial acumen and business strategy skills
• Deep understanding of luxury hospitality standards
• Excellent communication, negotiation, and stakeholder management skills
• Customer-centric mindset with attention to detail
• Crisis management and problem-solving ability

Key Performance Indicators (KPIs)

• Revenue growth (RevPAR, ADR, occupancy rates)
• Guest satisfaction scores (e.g., NPS, online ratings)
• Employee engagement and retention rates
• Cost control and profit margins
• Brand compliance and audit scores

Personal Attributes

• Charismatic and results-driven leader
• High emotional intelligence and cultural awareness
• Passion for hospitality excellence
• Resilient, adaptable, and decisive