General Manager

Introduction

The General Manager is responsible for the overall operational performance of assigned properties, ensuring high guest satisfaction, strong financial performance, and alignment with business objectives.

This role leads on-site teams, manages stakeholder relationships, and ensures efficient, profitable operations through strong leadership, financial control, and service excellence.

Duties & Responsibilities

Key Responsibilities

1. Leadership & Stakeholder Management

• Act as primary contact for property owners, ensuring clear communication and reporting

• Build and maintain relationships with building management, suppliers, and local authorities

• Implement operational strategies aligned with business goals

2. Property & Guest Operations

• Oversee full guest lifecycle (arrival to departure)

• Ensure high standards in housekeeping, maintenance, and service delivery

• Manage online reputation and respond to guest feedback

• Resolve escalated guest issues efficiently

3. Operational Excellence

• Maintain preventative maintenance programs

• Ensure smooth day-to-day property operations

• Drive continuous improvement and operational efficiency

4. Financial Management

• Manage budgets and control operational expenses

• Monitor revenue performance and profitability

• Identify opportunities to improve cash flow

5. Reporting & Operational Rhythm

Daily

• Verify guest arrivals and booking accuracy

• Monitor guest feedback and operational tickets

Weekly

• Submit supplier and utility payments

• Review and report on revenue performance

Monthly

• Prepare operational and financial reports

• Complete month-end financial reconciliations

• Submit payroll information

Quarterly

• Conduct strategic operational reviews

6. Financial & Administrative Duties

• Ensure accurate recording of owner-related charges

• Maintain up-to-date property portfolio records

• Ensure compliance with guest registration requirements

7. Accountability

• Deliver accurate, timely reporting and operational compliance

• Maintain consistent operational standards

• Performance is measured against KPIs and reporting discipline

Desired Experience & Qualification

Key Performance Indicators (KPIs)

• Achieve targeted free cash flow and overall profitability

• Maintain high guest satisfaction ratings across all platforms

• Ensure strong owner retention rates

• Adhere to operational standards and drive continuous improvement

Accountability

• Ensure accurate and timely reporting

• Maintain full operational compliance

• Uphold consistent operational standards

• Performance measured against KPI achievement and reporting discipline