Job Purpose

The General Manager is responsible for the overall leadership, strategic direction, operational excellence, financial performance, guest satisfaction, and people management of the hotel. The role ensures that the hotel delivers exceptional guest experiences while maintaining profitability, operational efficiency, compliance, and alignment with the organization's vision and standards.

Key Responsibilities

Strategic Leadership

• Develop and implement the hotel's strategic and operational plans.
• Drive business growth and profitability.
• Identify opportunities for new revenue streams and partnerships.
• Ensure the hotel remains competitive within the hospitality and tourism market.
• Provide regular performance reports to the Board/Owners.

Operational Management

• Oversee day-to-day hotel operations.
• Ensure smooth coordination between all departments.
• Maintain high standards of guest service and hospitality.
• Monitor service quality and implement continuous improvement initiatives.
• Ensure efficient management of hotel assets and facilities.

Financial Management

• Prepare and manage annual budgets.
• Monitor revenues, expenditures, and profitability.
• Ensure effective cost control and resource utilization.
• Review financial reports and take corrective action where necessary.
• Drive occupancy, room yield, food and beverage sales, and overall revenue growth.

Guest Experience and Customer Service

• Ensure exceptional guest satisfaction and memorable experiences.
• Address guest complaints and service recovery issues promptly.
• Monitor guest feedback from online platforms and internal surveys.
• Implement initiatives that enhance customer loyalty and repeat business.

Sales and Marketing

• Lead efforts to increase occupancy and market share.
• Develop relationships with tour operators, travel agents, corporate clients, NGOs, and government agencies.
• Support marketing campaigns and promotional activities.
• Build the hotel's brand visibility within local and international tourism markets.

Human Resource Management

• Recruit, develop, and retain high-performing employees.
• Foster a positive organizational culture and employee engagement.
• Conduct performance reviews and coaching sessions.
• Ensure staff training and professional development.
• Enforce company policies and disciplinary procedures.

Quality Assurance and Compliance

• Ensure compliance with hospitality industry regulations and standards.
• Maintain health, safety, environmental, and security standards.
• Ensure compliance with labour laws and statutory requirements.
• Oversee risk management and business continuity measures.

Community and Stakeholder Relations

• Build strong relationships with local communities and stakeholders.
• Promote sustainable tourism practices.
• Represent the hotel in industry forums and tourism associations.
• Support corporate social responsibility initiatives.

Key Performance Indicators (KPIs)

Financial

• Revenue growth
• Gross Operating Profit (GOP)
• Budget adherence
• Cost control targets
• Occupancy rate
• Average Daily Rate (ADR)
• Revenue per Available Room (RevPAR)

Customer

• Guest satisfaction scores
• Online review ratings
• Guest retention rate
• Complaint resolution time

People

• Employee engagement score
• Staff turnover rate
• Training completion rates
• Performance management compliance

Operations

• Service quality standards achieved
• Health and safety compliance
• Audit results
• Maintenance response times

Qualifications

Education

• Bachelor's Degree in Hospitality Management, Hotel Management, Tourism Management, Business Administration, or related field.

Experience

• Minimum 8–10 years' experience in hospitality management.
• At least 5 years in a senior leadership role within a hotel, lodge, resort, or hospitality establishment.
• Experience managing remote safari lodges or tourism facilities is highly desirable.

Professional Qualifications

• Membership in relevant hospitality or tourism professional bodies.
• Training in leadership, finance, customer service, and hospitality operations will be an added advantage.

Competencies

Leadership Competencies

• Strategic Thinking
• Business Acumen
• Decision Making
• Results Orientation
• Change Leadership

Interpersonal Competencies

• Team Leadership
• Communication Skills
• Stakeholder Management
• Negotiation and Influence
• Conflict Resolution

Personal Attributes

• High Integrity
• Customer-Centric Mindset
• Resilience and Adaptability
• Problem Solving Skills
• Attention to Detail

Working Conditions

• Based in Amboseli with occasional travel.
• May be required to work weekends, public holidays, and extended hours depending on operational needs.
• Accommodation may be provided where applicable.

Success Profile

A successful General Manager will create an outstanding guest experience, build a highly engaged team, maintain strong community relationships, achieve sustainable profitability, and position the hotel as a preferred destination within the Amboseli tourism market.

• Develop and implement the hotel's strategic and operational plans.
• Drive business growth and profitability.
• Identify opportunities for new revenue streams and partnerships.
• Ensure the hotel remains competitive within the hospitality and tourism market.
• Provide regular performance reports to the Board/Owners.
• Oversee day-to-day hotel operations.
• Ensure smooth coordination between all departments.
• Maintain high standards of guest service and hospitality.
• Monitor service quality and implement continuous improvement initiatives.
• Ensure efficient management of hotel assets and facilities.
• Prepare and manage annual budgets.
• Monitor revenues, expenditures, and profitability.
• Ensure effective cost control and resource utilization.
• Review financial reports and take corrective action where necessary.
• Drive occupancy, room yield, food and beverage sales, and overall revenue growth.
• Ensure exceptional guest satisfaction and memorable experiences.
• Address guest complaints and service recovery issues promptly.
• Monitor guest feedback from online platforms and internal surveys.
• Implement initiatives that enhance customer loyalty and repeat business.
• Lead efforts to increase occupancy and market share.
• Develop relationships with tour operators, travel agents, corporate clients, NGOs, and government agencies.
• Support marketing campaigns and promotional activities.
• Build the hotel's brand visibility within local and international tourism markets.
• Recruit, develop, and retain high-performing employees.
• Foster a positive organizational culture and employee engagement.
• Conduct performance reviews and coaching sessions.
• Ensure staff training and professional development.
• Enforce company policies and disciplinary procedures.
• Ensure compliance with hospitality industry regulations and standards.
• Maintain health, safety, environmental, and security standards.
• Ensure compliance with labour laws and statutory requirements.
• Oversee risk management and business continuity measures.
• Build strong relationships with local communities and stakeholders.
• Promote sustainable tourism practices.
• Represent the hotel in industry forums and tourism associations.
• Support corporate social responsibility initiatives.

• Strategic Thinking
• Business Acumen
• Decision Making
• Results Orientation
• Change Leadership
• Team Leadership
• Communication Skills
• Stakeholder Management
• Negotiation and Influence
• Conflict Resolution
• High Integrity
• Customer-Centric Mindset
• Resilience and Adaptability
• Problem Solving Skills
• Attention to Detail

• Bachelor's Degree in Hospitality Management, Hotel Management, Tourism Management, Business Administration, or related field.
• Minimum 8–10 years' experience in hospitality management.
• At least 5 years in a senior leadership role within a hotel, lodge, resort, or hospitality establishment.
• Experience managing remote safari lodges or tourism facilities is highly desirable.
• Membership in relevant hospitality or tourism professional bodies.
• Training in leadership, finance, customer service, and hospitality operations will be an added advantage.