ROLE OVERVIEW

The General Manager is the custodian of the Hotel's brand and guest experience, responsible for delivering a refined, personalized, and memorable luxury lifestyle hospitality offering while ensuring strong commercial performance and operational excellence.

The GM will balance exceptional service, aesthetic detail, storytelling, and financial discipline, ensuring the Hotel stands out as a distinctive, high-touch luxury destination.

This role requires a highly visible, emotionally intelligent leader who understands luxury hospitality, anticipates guest needs, and creates an environment where excellence feels effortless.

KEY RESPONSIBILITIES

1. Luxury Guest Experience & Brand Stewardship

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  Own the entire guest journey, from pre-arrival to post-stay engagement

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  Personally engage with VIP, repeat, and high-value guests

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  Set and uphold bespoke service standards aligned with luxury lifestyle expectations

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  Ensure every guest interaction reflects warmth, discretion, and attention to detail

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  Monitor online reviews, guest feedback, and brand perception; implement service refinements

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  Act as the face of the Hotel, embodying the brand’s tone, values, and aesthetic

2. Lifestyle Positioning & Experience Curation

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  Curate unique guest experiences (wellness, dining, events, collaborations, local culture)

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  Work with designers, chefs, partners, and creatives to elevate the lifestyle offering

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  Ensure consistency of visual identity, ambience, music, scent, and presentation across the property

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  Introduce seasonal concepts, themed experiences, and signature moments

3. Operations Excellence (Luxury Standards)

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  Oversee daily hotel operations ensuring seamless, discreet, and polished service delivery

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  Maintain immaculate rooms, public areas, and back-of-house operations

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  Develop and enforce SOPs tailored to luxury and boutique hospitality

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  Ensure service recovery is handled swiftly, elegantly, and personally

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  Coordinate staffing to ensure optimal service ratios without compromising guest intimacy

4. Revenue Strategy & Commercial Performance

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  Drive occupancy, ADR, RevPAR, and overall profitability

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  Lead pricing, yield management, and OTA strategies aligned with luxury positioning

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  Develop high-end corporate, diplomatic, long-stay, and private clientele segments

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  Drive experiential revenue streams (events, dining, private bookings, lifestyle partnerships)

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  Oversee brand-aligned marketing, PR, digital presence, and influencer collaborations

5. Financial Management & Cost Discipline

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  Prepare and manage budgets, forecasts, and financial controls

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  Ensure strong cost management while protecting guest experience and quality

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  Review financial performance regularly and implement corrective actions

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  Oversee procurement, inventory, and vendor relationships in line with luxury standards

6. People Leadership & Service Culture

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  Recruit, train, and develop a polished, service-oriented team

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  Instill a culture of pride, accountability, discretion, and excellence

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  Coach leaders and frontline teams on luxury service behaviour and emotional intelligence

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  Manage performance, engagement, and staff retention

7. Governance, Risk & Asset Care

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  Ensure compliance with hospitality regulations, licensing, health, and safety standards

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  Oversee security, asset protection, and risk management

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  Ensure the property, furnishings, and assets are preserved to luxury standards

8. Owner & Stakeholder Relations

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  Act as the primary liaison between owners and hotel operations

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  Provide insightful operational and financial reporting

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  Recommend strategic enhancements, capital investments, and brand initiatives

Requirements

QUALIFICATIONS & EXPERIENCE

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  Degree or Diploma in Hospitality Management, Business Administration, or related field

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  Minimum
  8–12 years’ experience
  in hospitality, with
  5+ years in a senior luxury or boutique hotel role

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  Proven experience in luxury, lifestyle, boutique hotels or high-end serviced residences

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  Strong commercial acumen with a refined service mindset

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  Proficiency in PMS systems, OTAs, and revenue management tools

IDEAL PERSONAL ATTRIBUTES

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  Naturally warm, poised, and service-driven

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  Detail-obsessed with a strong aesthetic sensibility

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  Calm under pressure with excellent judgment

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  Strong communicator with high emotional intelligence

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  Hands-on leader who leads by example

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  Operators who understand
  emotion, experience, and exclusivity