General Manager at The Luke Hotel

Job Purpose

• Provides overall leadership and accountability for the 182-bed independent mid-scale hotel, translating the approved business plan into strong operational, financial, commercial and people performance across all divisions.

Key Responsibilities

• Lead execution of the hotel’s annual business plan, budgets, operating standards and strategic priorities.
• Direct and hold accountable all Heads of Department, ensuring clear departmental targets, reporting and performance follow-up.
• Own the overall guest experience and service standards across rooms, food and beverage, conferences, recreation and support functions.
• Drive revenue growth, profitability, occupancy, conference business and cost discipline together with Sales, Finance and operational HODs.
• Review management accounts, departmental budgets, forecasts, payroll, expenditure, procurement and capital requirements.
• Ensure strong internal controls, revenue assurance, credit control, purchasing discipline and proper use of hotel assets.
• Lead workforce planning, recruitment of senior leaders, performance management, succession planning and management development.
• Ensure the hotel complies with statutory, licensing, health and safety, food safety, labour, security and other operational requirements.
• Oversee procurement, stores and supplier performance at executive level, ensuring transparent purchasing and value for money.
• Chair management/HOD meetings and ensure decisions are translated into measurable actions and deadlines.
• Maintain effective relationships with owners, key corporate clients, suppliers, regulators and other stakeholders.
• Lead crisis management, business continuity and major guest/operational incident response.

Key Performance Indicators 

• Hotel revenue, GOP/profitability and budget performance
• Occupancy, ADR/RevPAR and conference/event revenue
• Guest satisfaction and complaint resolution
• Departmental cost and payroll control
• HOD performance and staff turnover
• Compliance, audit and safety performance

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration or a related field; postgraduate management qualification is an advantage.
• 8–10+ years of progressive hotel management experience, including substantial senior leadership responsibility.
• Demonstrated experience managing multiple hotel departments and HODs in a full-service property.
• Strong commercial, budgeting, financial-control, revenue-management and cost-control capability.
• Strong people leadership, decision-making, communication, negotiation and stakeholder-management skills.
• Working knowledge of hotel PMS/POS systems, management reporting and operational controls.