General Manager

About the Company

Excelsior Hotels International Group has a proud history in hospitality and property development. With extensive hotel management and operations expertise across international markets, we offer exciting opportunities for talented individuals who want to grow their careers in a dynamic, multicultural organization.

Our expanding portfolio includes the five-star Grand Hotel Excelsior in Malta, Grand Excelsior Hotel Port Royal in Jamaica, hotels and hospitality establishments in the United Kingdom, and upcoming hotel development in the Philippines. We are also actively pursuing development projects in the United States and other parts of the world.

As we continue to expand globally, we are looking for passionate, dedicated, and service-oriented professionals to grow with us. Join our team and become part of an international hospitality group committed to excellence, professional development, and exceptional guest experiences.

Job Summary

The General Manager provides strategic direction and hands-on operational leadership to ensure that all departments work cohesively toward achieving the property’s objectives. The position is accountable for maximizing revenue and profitability while maintaining exceptional service standards, operational efficiency, regulatory compliance, employee engagement, and the overall reputation of the property.

Duties and Responsibilities

A. Overall Hotel Management

• Direct and oversee the hotel’s complete day-to-day operations.
• Ensure that all departments operate efficiently and in accordance with established policies, procedures, and service standards.
• Establish operational priorities and ensure effective coordination and communication among departments.
• Develop, implement, and continuously improve hotel policies, standard operating procedures, and service standards.
• Conduct regular management meetings to review performance, address operational concerns, and monitor action plans.
• Ensure compliance with all applicable legal, regulatory, health, safety, security, and licensing requirements.

B. Financial Management and Profitability

• Assume overall responsibility for the hotel’s financial performance and profitability.
• Monitor monthly financial results against approved budgets, forecasts, and business targets.
• Review revenue, expenses, payroll, purchasing, utilities, and other operating costs.
• Identify opportunities to improve profitability without compromising service quality or the guest experience.
• Establish and enforce effective cost-control measures.
• Ensure proper controls over cash, inventory, supplies, equipment, and other hotel assets.
• Work closely with the Finance Department to investigate and address unfavorable financial variances.
• Develop and implement strategies to achieve or exceed revenue and profitability targets.

C. Guest Experience and Customer Relations

• Establish and promote a strong guest-centric culture throughout the hotel.
• Ensure that guests consistently receive professional, courteous, efficient, and personalized service.
• Monitor guest satisfaction scores, online reviews, surveys, and other feedback channels.
• Personally manage major or escalated guest complaints and concerns.
• Develop initiatives that encourage guest loyalty, repeat business, and positive reviews.
• Maintain strong relationships with VIP guests, corporate clients, long-stay guests, and other key customers.
• Ensure that guest service standards are clearly communicated, consistently implemented, and regularly evaluated.

D. People and Team Management

• Provide leadership, guidance, and support to department heads and employees.
• Establish clear performance expectations and regularly monitor departmental and individual performance.
• Conduct or oversee performance evaluations, coaching, training, and employee development programs.
• Identify staffing requirements and coordinate with Human Resources on recruitment, succession planning, and manpower allocation.
• Promote teamwork, professionalism, accountability, employee engagement, and a positive workplace culture.
• Ensure that employee concerns and disciplinary matters are addressed fairly and in accordance with company policies.

E. Facilities and Asset Management

• Oversee the proper maintenance, safety, and preservation of hotel facilities, equipment, and assets.
• Ensure that preventive maintenance programs are properly implemented and monitored.
• Ensure that capital improvement, refurbishment, and renovation projects are properly planned, budgeted, and executed.
• Monitor utility consumption and identify opportunities to improve operational efficiency and reduce costs.
• Coordinate with the Engineering and Maintenance teams to ensure that facilities remain safe, functional, and presentable.

F. Strategic Planning and Leadership

• Develop and execute short-term and long-term strategies aligned with the hotel’s business objectives.
• Analyze market trends, competitor activities, customer preferences, and industry developments.
• Identify opportunities for business growth, market expansion, revenue generation, and operational improvement.
• Collaborate with Sales and Marketing to strengthen the hotel’s market position and achieve revenue targets.
• Prepare and present operational and financial reports to senior management.
• Represent the hotel professionally in dealings with guests, clients, government agencies, business partners, and the wider community.

Qualifications

• Bachelor’s degree in Hotel and Restaurant Management, Hospitality Management, Business Administration, Tourism, or a related field.
• At least eight to ten years of progressive experience in hotel operations, including experience in a senior management or executive leadership position.
• Proven experience managing multiple hotel departments and leading a diverse workforce.
• Strong knowledge of hotel operations, revenue management, budgeting, cost control, guest relations, and service standards.
• Demonstrated ability to improve financial performance, operational efficiency, and guest satisfaction.
• Excellent leadership, communication, decision-making, negotiation, and problem-solving skills.
• Strong business and financial acumen, with the ability to analyze operational and financial reports.
• Ability to work effectively in a multicultural and internationally oriented organization.

Working Conditions

• Must be willing to work flexible hours, including evenings, weekends, holidays, and during emergency situations.
• Expected to remain available to address critical operational concerns when necessary.
• Requires frequent interaction with guests, employees, suppliers, business partners, government representatives, and senior management.
• Must be willing and able to relocate overseas.