Hotel General Manager

General Manager Position

The General Manager (GM) is responsible for the overall leadership, strategic direction, and operational excellence of the IHG-branded hotel. The GM ensures the delivery of exceptional guest experiences in line with IHG brand standards while maximizing profitability, managing talent, and maintaining strong relationships with owners, and guests. The ideal candidate is a person who leads from the front.

Key Responsibilities

Leadership & Strategy

• Provide strong, visible leadership to all hotel departments, fostering a high-performance and guest-centric culture.
• Develop and execute annual business plans, budgets, and strategic initiatives aligned with IHG objectives and ownership goals.
• Act as the primary representative of the hotel to owners, corporate offices, and the local community.

Operations Management

• Oversee daily hotel operations, ensuring compliance with IHG brand standards, Anant Operations metrics, policies, and procedures.
• Ensure excellence in guest satisfaction, service quality, cleanliness, and safety across all departments.
• Monitor and improve operational efficiencies and service delivery.

Financial Performance

• Drive revenue growth through effective pricing, yield management, sales strategies, and cost controls.
• Manage budgets, forecasts, and P&L performance.
• Analyze financial reports and KPIs to ensure profitability and sustainable growth.

Guest Experience

• Champion IHG's service culture and brand promise to consistently exceed guest expectations.
• Monitor guest feedback, satisfaction scores, and online reputation, implementing action plans for continuous improvement.
• Personally engage with VIP guests and handle escalated guest concerns when required.
• Respond to all guest feedback, online reviews and Concerto cases in a timely manner.

People & Talent Management

• Recruit, develop, coach, and retain a diverse and high-performing leadership team.
• Ensure compliance with labor laws, health and safety regulations, and HR policies.
• Promote a culture of engagement, inclusion, learning, and career development.

Sales, Marketing & Community Relations

• Support and drive sales, marketing, and revenue initiatives in collaboration with regional teams.
• Build strong relationships with key corporate accounts, travel partners, and local organizations.
• Actively promote the hotel within the local community and hospitality industry.
• Performing parking lot shops and actively involving themselves in the local business community to achieve more base business.

Compliance & Risk Management

• Ensure full compliance with IHG standards, IHG required training, local regulations, health & safety, and security requirements.
• Manage risk, crisis situations, and emergency procedures effectively.
• Oversee property maintenance and asset protection.

Qualifications & Experience

• Bachelor's degree in Hospitality Management, Business Administration, or related field (preferred).
• Minimum of 5–10 years of progressive hotel management experience, including senior leadership roles.
• Prior experience as a General Manager or Assistant General Manager within an international hotel brand preferred.
• Strong financial acumen with proven P&L management experience.
• Experience working with hotel ownership groups and brand/franchise environments.
• Serve safe certification and CPO license are preferred.
• Must become IHG GM certified within 6 months of employment.

Key Skills & Competencies

• Strong leadership, communication, and decision-making skills
• Strategic thinking with a hands-on management approach
• Financial and commercial acumen
• Guest-focused mindset with attention to detail in all areas of the operation.
• Ability to lead through change and manage complex operations while holding team accountable.

Key Performance Indicators (KPIs)

• Guest Satisfaction Index (GSI) and online reputation scores
• Revenue and budget performance
• Employee engagement and retention
• Brand audit and compliance results
• Health, safety, and risk management outcomes