General Manager

Job Summary

We are seeking an experienced and strategic General Manager to lead overall hotel operations at Wells Royale Hotel. The ideal candidate will ensure exceptional guest satisfaction, drive profitability, and maintain 4-star service standards. The role requires strong leadership, financial acumen, and hands-on hospitality experience.

Job Responsibilities

Leadership & Strategic Management

1. Provide overall leadership and strategic direction for hotel operations.
2. Develop business strategies to drive revenue, profitability, and guest satisfaction.
3. Lead and supervise all hotel departments.
4. Ensure operational efficiency aligned with the hotel’s vision and 4-star service standards.

Operational Oversight

1. Oversee daily hotel operations to ensure smooth functioning across all units.
2. Establish and enforce standards for service quality, hygiene, safety, and brand consistency.
3. Coordinate with department heads to ensure efficient workflow and issue resolution.
4. Conduct regular facility inspections to maintain property standards.

Financial Management

1. Work with the account department to develop budgets, forecasts, and financial plans.
2. Monitor revenue performance, costs, and profit margins across departments.
3. Oversee financial controls, audit readiness, and compliance with financial procedures.
4. Approve major expenditures and review financial reports for informed decision-making.

Guest Experience & Quality Control

1. Ensure exceptional guest satisfaction through high service standards and attention to detail.
2. Respond to escalated guest issues professionally and implement corrective actions.
3. Monitor guest feedback, online reviews, and reputation platforms to maintain a strong brand image.

Human Resource Leadership

1. Provide mentorship and direction to management staff and supervisors.
2. Participate in recruitment of key staff and ensure proper workforce planning.
3. Promote a positive work culture, staff training, and continuous development.
4. Implement performance management systems and reward structures.

Sales, Marketing & Business Development

1. Collaborate with the Sales & Marketing team to drive occupancy, events, and F&B revenue.
2. Identify new business opportunities and partnerships.
3. Represent the hotel at industry events, corporate meetings, and community engagements.

Compliance, Safety & Risk Management

1. Ensure compliance with hospitality regulations, government policies, and hotel standards.
2. Uphold health and safety protocols, emergency procedures, and property security.
3. Mitigate operational risks and ensure readiness for audits and inspections.

Requirements

Education

1. BSC or HND in Hospitality Management, Business Administration, or a related field.
2. Professional hospitality certification (ITPN, AHLEI (CHA), City & Guilds, NIHOTOUR) is an added advantage.

Experience

1. 7–10 years hospitality experience with at least 3 years in a senior management role.
2. Prior experience as a General Manager or Deputy General Manager in a 4-star or 5-star hotel is highly preferred.
3. Strong background in hotel operations, financial management, and guest services.

Skills

1. Exceptional leadership and people management abilities.
2. Strong financial acumen and decision-making skills.
3. Excellent communication, negotiation, and interpersonal skills.
4. High emotional intelligence, professionalism, and integrity.
5. Ability to multitask, handle pressure, and maintain calm in high-demand situations.
6. Proficiency in PMS, POS systems, and Microsoft Office suite.