General Manager

About the Role

The General Manager (GM) is a senior leadership role responsible for overseeing all aspects of resort operations to ensure an exceptional guest experience, profitability, and adherence to company standards. This position involves managing diverse teams, driving financial performance, maintaining the highest levels of service quality, and fostering a positive work environment. The GM acts as the face of the resort, liaising with guests, stakeholders, and local authorities to uphold the resort's reputation and ensure smooth day-to-day operations.

Responsibilities

Operational Leadership:

• Oversee all resort departments, including front office, housekeeping, food and beverage, recreation, spa, and maintenance.
• Ensure smooth and efficient daily operations, maintaining the highest service standards.
• Monitor and enhance guest satisfaction through exceptional service delivery and swift issue resolution.

Food and Beverage Outlets Management:

• Oversee the operations of all F&B outlets, ensuring they meet guest expectations, operational efficiency, and revenue targets.
• Collaborate with F&B managers and chefs to develop innovative menus and promotions tailored to guest preferences and seasonal trends.
• Ensure high standards of food quality, presentation, hygiene, and service across all outlets.
• Monitor inventory, control costs, and optimize profit margins for F&B operations.
• Address guest feedback related to F&B services, implementing corrective actions to enhance satisfaction.

Financial Management:

• Develop and manage the resorts budget, ensuring revenue targets and profitability goals are met.
• Analyze financial reports, control operational costs, and identify areas for improvement.
• Implement strategies to increase occupancy, average daily rate (ADR), and revenue per available room (RevPAR).
• Prepare weekly, monthly, quarterly, and annual reports on financial performance, operations, and guest satisfaction as required.
• Conduct detailed budgeting and forecasting, incorporating market trends, sustainability initiatives, and business goals.

Market Research and Competitor Analysis:

• Monitor and research competitor sets to identify trends, pricing strategies, and service offerings.
• Use insights from competitor analysis to adjust the resorts positioning and strategies.
• Keep abreast of emerging trends in the hospitality and tourism industry, including sustainability practices, and integrate them into operations.

Team Leadership and Development:

• Recruit, train, and lead a diverse team of managers and staff, fostering a culture of excellence and teamwork.
• Conduct regular performance reviews and provide coaching to enhance skills and performance.
• Promote employee engagement and implement programs to reduce turnover and improve workplace satisfaction.

Strategic Planning and Business Development:

• Develop and implement strategies to position the resort as a top destination in Thailand.
• Identify market trends and adjust offerings to attract both domestic and international guests.
• Build partnerships with tour operators, travel agencies, and other stakeholders.

Guest Relations and Brand Management:

• Act as the primary point of contact for VIP guests, resolving complex issues and ensuring their satisfaction.
• Ensure the resort adheres to brand standards and enhances its reputation in the marketplace.
• Implement programs to gather and act on guest feedback to improve the overall experience.

Sustainability Practices:

• Integrate sustainability initiatives into resort operations, including waste reduction, energy efficiency, and eco-friendly practices.
• Promote the resorts commitment to environmental responsibility through marketing and guest engagement efforts.

Compliance and Risk Management:

• Ensure the resort operates in compliance with local laws, safety regulations, and environmental standards.
• Oversee health and safety protocols to protect guests and staff.
• Manage crisis situations effectively, including natural disasters, medical emergencies, and security issues.

Community and Stakeholder Engagement:

• Build strong relationships with local government, businesses, and community leaders.
• Support sustainability and community development initiatives in line with company values.
• Represent the resort at industry events, trade shows, and networking opportunities.

Qualifications

• Bachelors degree in Hospitality Management, Business Administration, or a related field. A Masters degree is a plus
• A minimum of 7-10 years of experience in hospitality management, with at least 3-5 years in GM leadership role
• Proven experience in managing large teams and multi-departmental operations
• Strong leadership skills and experience in managing teams across multiple locations
• Excellent interpersonal and communication skills, with the ability to interact effectively with employees, guests, and stakeholders
• A deep understanding of the hospitality industry, including current trends and best practices such as sustainability
• Ability to work under pressure, manage multiple priorities, and meet deadlines.
• Proficiency in hospitality management software and other relevant technology

Language Proficiency

• Fluent Thai
• Fluent English

Benefits

• Service charge
• Live in accomodation
• Performance-based bonus