Overall Purpose
The General Manager leads the hotel as the brand ambassador, responsible for delivering profitability, operational excellence, guest satisfaction, and alignment with the lifestyle positioning of the brand. The GM ensures that all aspects of the hotel - Rooms, F&B, Finance, HR, Sales & Marketing, and Engineering - are effectively managed and integrated to achieve commercial goals while maintaining the hotel's unique culture and guest experience.
Key Responsibilities
1. Leadership & Strategy
- Drive the overall strategy and positioning of the property in line with its lifestyle hotel brand DNA.
- Lead, motivate, and develop the management team and staff, fostering a culture of creativity, inclusion, and accountability.
- Represent the hotel to owners, corporate, media, government, and local community stakeholders.
2. Operations Management
- Ensure smooth, efficient daily operations across all departments: Rooms, F&B, Engineering, Finance, HR, and Admin.
- Monitor service standards to guarantee consistent delivery of the lifestyle guest experience.
- Oversee compliance with operating standards, brand audits, and statutory regulations.
3. Financial & Commercial Performance
- Deliver on agreed KPIs: Revenue, GOP, NOI, RevPAR, ADR, Occupancy, and F&B profitability.
- Prepare and monitor annual budgets, forecasts, and monthly performance reports.
- Manage cost controls, procurement, and inventory in line with financial goals.
- Work with corporate finance and owners to ensure timely reporting and transparent fund flows.
4. Sales, Marketing & PR
- Partner with corporate and local marketing teams to execute brand-led campaigns and PR initiatives.
- Drive topline performance through effective revenue management, distribution strategies, and targeted sales efforts.
- Build strong local partnerships and ensure the hotel remains culturally relevant in the Singapore market.
- Monitor competitor performance and market trends, adjusting strategy accordingly.
5. F&B Oversight
- Oversee all F&B concepts (all-day dining, rooftop bar, caf, events, etc.) ensuring strong identity, profitability, and alignment with the lifestyle positioning of the brand.
- Collaborate with the Executive Chef and F&B Director to maintain innovative menus, beverage concepts, and guest experiences.
- Monitor F&B cost controls, events programming, and entertainment offerings.
6. People & Culture
- Lead HR practices aligned with the hotel's philosophy - diverse, inclusive, and creative.
- Ensure effective recruitment, onboarding, training, and talent development.
- Champion employee engagement and retention.
- Manage staff performance and succession planning.
7. Guest Experience & Brand Standards
- Safeguard the hotel's positioning as a stylish, welcoming, and community-minded brand.
- Ensure guest feedback is monitored (reviews, social media, surveys) and acted upon promptly.
- Uphold service innovation and distinctive guest touchpoints in every interaction.
8. Owner & Stakeholder Relations
- Report to the owning company on financial, operational, and strategic matters.
- Ensure transparent communication with owners on budgets, forecasts, and performance.
- Safeguard owner's investment by maintaining asset value and long-term profitability.
KPIs / Success Metrics
- Achievement of budgeted GOP and NOI.
- Market share growth (RevPAR Index, F&B penetration).
- Guest satisfaction scores and brand audit results.
- Staff turnover, training compliance, and engagement scores.
- Positive owner and corporate feedback.
